Know your Style and your Customer

What is Customer Experience?

• It's providing Customer Support on every call.

• It's the complete journey of our customer with SunPower leaving a positive impact on our customer.

• It means providing good customer service and support creating appointments for our SunPower customers.

• Customer Experience is the direct one-on-one interaction and the support offered to our customers.

Is the following statement true or false?:

The difference between customer service and customer experience is that while customer service is one piece of the puzzle customer experience is the sum of the entire customer journey with your business.

• True

• False

Select the ones you consider are good options to improve customer experience:

• - Know your customer.

  - Provide value to your customer.

  - Respond to your customer concerns.

  - Create emotional connection with your customer.

• - Know your customer.

  - Make sure your customer understand and listen when you explains something.

  - Never ask customer's personal information

• - Go straight to the point when asking questions.

  - Gather as much information as possible to create the appointment.

  - Follow your script without creating conversations.

• - Provide value to your customers.

  -Respond to customers concerns.

  - Apply effort to make customer understand that needs to get SunPower

Succes, Effort and Emotion are components for Customer ____

• Service

• Experience

7 Selling Tips includes (Select all that apply) :

• ARPiv

• Mirror and Match

• Gaining Agreement

• Shut up and Listen

• Remove the threat of saying Yes

With ___ we Acknowledge, Respond and Pivot.

• ARPiv

• Shut up and Listen

• Gaining Agreement

When we refer to ____ customer we know that is an emotional customer that shares dreams and would want to bond with you. Will take a decision based on emotions.

• Amiable

• Driver

• Expressive

When we refer to ____ customer we know that is friendly and will emote but will not completely based the decision on emotions only but on results too since will need to feel supported by company even after purchase.

• Analytical

• Amiable

• Driver

When we refer to ____ customer we know that will not get involve with emotions, dreams of being the best and therefore having the best Panels that can find on the market. Likes independence and efficiency.

• Analytical

• Expressive

• Driver

When we refer to ____ customer we are aware that is the one that will base the decision of purchase on facts and love data. Will not take a quick decision to purchase without having a logical reason, is not recommendable to force a relationship or include emotions throughout the conversation.

• Analytical

• Expressive

• Amiable