Stated/Unstated Needs

The stated need is what the customer __________.

What are unstated needs?

• Additional questions.

• The real question interpreted.

• The needs that aren't stated by a customer.

• What the customer asks for.

A T-Mobile customer calls and tells the rep, that they need a new phone. What is the stated need?

Uncover additional things that will affect the customer and ensure that they are aware of next steps, deadlines, additional forms needed, common problems and ways of avoiding them. This is considered.....

• A stated needs

• An unstated needs

Answer all questions presented by the customer. This is considered.....

• A stated needs.

• An unstated need.

A student wants a degree for the status symbol. This is considered a ......

• Stated needs

• Real needs

• Delight needs

• Secret needs

• Unstated needs

A student wants to obtain a degree in order to receive a better job. This is considered a....

• Real need

• Stated needs

• Delight needs

• Unstated needs

• Secret Needs

I would like UMGC to include a scholarship in addition to my financial aid. This is an example of......

• Stated needs

• Secret needs

• Delight needs

• Real needs

• Unstated needs

When a student sends an email expressing that they have emailed us numerous times about a balance that has been on their account. We should send a response asking the student to give us a call.

• True

• False

A customer calls and tells us that they would like to change their primary mailing address we have on file for them. We should tell to call back because we don't know how.

• True

• False