ACS MODULE 2 IQ#2

FOR YOU TO COMMUNICATE EFFECTIVELY WITH CUSTOMERS, YOU HAVE TO KNOW FIRST WHAT CUSTOMERS REALLY WANT FROM YOUR COMPETITORS.

• TRUE

• FALSE

• XB

IT REFERS TO THE CHARACTERISTICS AND FEATURES OF THE PRODUCTS.

• CUSTOMER COMPONENT

• COST COMPONENT

• QUALITY COMPONENT

• PERCEIVED VALUE

ACCORDING TO THIS CONCEPT, IF YOUR CUSTOMERS PERCEIVED YOUR QUALITY AND CUSTOMER SERVICE HIGHER AND YOUR PRICE LOWER THAN YOUR COMPETITORS', CHANCES ARE THEY WILL BUY FROM YOU.

• CUSTOMER VALUE CONCEPT

• PERCEIVED VALUE CONCEPT

• COMPETITOR VALUE CONCEPT

• CUSTOMER SERVICE CONCEPT

THIS IS THE MOST BASIC OF ALL CUSTOMERS' REALLY WANT AND IT'S USUALLY ASSOCIATED WITH BEING GREETED POLITELY AND COURTEOUSLY.

• FRIENDLINESS

• UNDERSTANDING AND EMPATHY

• FAIRNESS

• CONTROL

BOTH YOU AND YOUR CUSTOMERS BEGIN EACH CUSTOMER ENCOUNTER WITH AN ATTITUDE.

• TRUE

• FALSE

YOU HAVE A CONTROL OVER THE CUSTOMER'S ATTITUDE AND YOU CAN'T CONTROL YOUR ATTITUDE.

• TRUE

• FALSE

A _______ IS SOMETHING OTHER PEOPLE CAN SEE YOU DO.

• ATTITUDE

• VALUES

• PERCEPTION

• BEHAVIOR

IT IS THE FIRST STEP TO ACTIVE LISTENING.

• MAKING EYE CONTACT

• AVOIDING DISTRACTIONS

• CONFIRMING

• REFLECTING

WHEN SPEAKING TO A CUSTOMER, YOUR PRIMARY GOAL IS TO REMAIN NEGATIVE.

• TRUE

• FALSE

IN THIS TYPE OF CUSTOMERS' COMMUNICATION STYLE, THE CUSTOMER WANT YOU TO ENGAGE THEM PERSONALLY. THE CUSTOMER WANT YOU TO BUILD RAPPORT.

• DON'T WASTE MY TIME STYLE

• LET'S TAKE OUR TIME AND WORK TOGETHER STYLE

• LET'S ACQUIANTED STYLE

• LET'S STUDY THIS SITUATION STYLE