Conduct Customer Engagement 1

Conduct Customer Engagement Questions 14-15

Follow the slides and answer some quiz questions. Pay attention!

14a. The three main ways you can respond appropriately to customer requirements and identify relevant options are:

• Asking questions

• Using effective listening skills

• Analysing and advising on features and benefits to help the customer make a decision 

Open Ended

Why is asking questions important to help you respond appropriately to customer requirements and identify relevant options?

Open Ended

Why is it important to use effective listening skills when you are trying to analyse relevant options?

Open Ended

A customer is looking for a computer that will allow him to edit movies. Would you provide the customer with one option or a number of different options? Write why?

Common Customer Needs

• (Question 15 a & b)

  Safety and security of your products and services

• The product or service performs well and lasts for a long time

• The product or service looks and feels good

• Comfortable and easy to use

• Economy and price

15a. When talking with customers, here are some ways you can advise them of the product or service that meets their needs. 

• Give advice about warranties, guarantees or support services

• Tell them about all the packaging options

• Tell them about pricing options

• Make sure that the customer understands procedures for delivery of goods or service

• Use your own knowledge of products and services, but always ask others if you need help. 

Open Ended

List as many ways as you can remember to advise the customer of the product or service that meets their needs.

15b. Some characteristics that you would need to know about your products and services.

• Pricing structure

• Styles, colours or models available

• History of the product

• How they make it

• How to use the product

• Product distribution and delivery

• Servicing, warranty and repair information

15b. Some features you would need to know about your products and services are:

• Brand

• Colour

• How long it lasts

• Product care details 

• Country of origin

• Safety aspect

• Style

Open Ended

List some of the features you need to know about your product or service?