Prepare for Work in a Customer Engagement Environment #2

Prepare for Work in a Customer Engagement Environment #2

Assessment Task One Question 5

1.5 Identify the major components of the customer engagement infrastructure.

• **Remember 1.5 is connected to Question 5 for Assessment Task One

Multiple Choice

A CRM system stands for:

• Customer Resolve Manager

• Crazy Red Monkey

• Customer Relationship Management

• Cash Register Machine

Customer Relationship Management (CRM) saves customer information like job role, purchase history, credit card details and more.

Customer Relationship Management system benefits include:

• Allowing operators and staff to collect information about a customer online , or get information through stored data.

• It can separate customer information into various categories.

• It can allow a salesperson to create an immediate relationship based on past information.

• It allows sales to be customised according to previous records

Open Ended

What are some things a Customer Relationship Management system can do?

2.2 Operate within reporting protocols, policies and procedures of customer contact organisational structures.

• **2.2 is related to Questions 9 and 10 for Assessment Task One**

Reporting Protocols

• Reporting Protocols describe the exact steps that need to be taken by a manager or supervisor to acknowledge, act on and provide feedback on reports submitted by team members.

Fill in the Blanks

Reporting protocols describe the

steps that need to be taken by a manager or supervisor to acknowledge, act on and provide feedback on reports submitted by team members.

Open Ended

Why do you think companies should have an operations manual for staff?

Operations Manual

• To ensure that customers are served the same way each time, management should have in place an operations manual that includes customer/ sales engagement policies and procedures. 

• In this way each customer service staff members will follow the same process when engaging and selling to customers

You should now be able to complete Questions 5-10 for Assessment Task One