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WorksheetsCustomer Service Refresher Program
Total questions: 11
Worksheet time: 6mins
PL Service is pitched to a customer but they look reluctant with the price of the service. How do you respond to objections based on price?
Emphasize the benefits of the service
Focus on selling the value & use ABC model of objection handling
Negotiate until the sale is closed
From the below options, that are part of the ABC model of pitching choose the most suitable pitch?
Most applicants buy this service because,
You have to buy this service because its mandatory or
These are all the features of this service
How would you manage to sell to a customer who is complaining about a VAS they bought last time?
Acknowledge & assure correction for a better experience this time,
Explain to the customer that this was a peak season and a downtime happened or
Continue to explain the benefits of the service to the customer
What is Cross Selling ?
Selling a higher priced product to the applicants
Selling a service which compliments another service that you have just sold providing additional benefits to the applicants
Informing applicants about additional VISA's that we offer
If you see an applicant waiting for a long time at the VAC, how will you deal with the same?
Pitch for the Premium Lounge Service
Explain the customer that this a peak season and inform that they will have to wait.
Greet, Smile & Introduce yourself to the applicant, acknowledge the long waiting time and listen to their concern before pitching VAS
How do you handle Angry Customers?
Escalate the same to the Senior Managers
Empathise and answer their concerns camly
Giving them excuses for their concerns
At the Front Desk Security Counter,the customer has a document missing. How will you deal with the situation?
Insist upon the customer to go away
Let the Customers In
Make the customer understand the reason that their application documents are not complete, highlight the missing document and ask them to bring It before the VAC closes and the application will still get processed
How important is to make a first impression on the applicants?
Not important as long as they opt for PL
It's the first step to create a rapport with the applicants and build trust
It is important as they will be paying us money for VISA processing
How can you Upsell a service that an applicant doesn’t know about?
Use ABC model of pitching
Inform them that you need to close this as per your daily target
Show them that it is the best in the world
I’m including the courier service to your application as it’s a mandatory service that we offer during Pandemic times to ensure our customers wellbeing and safety
Ethical
Non-Ethical
SMS one of the most popular services as it ensures that you receive first hand updates on your application directly from VFS relieving you from any dependency on the travel agent.
Ethical
Non-Ethical
