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WorksheetsACS MODULE 2 IQ#2
Total questions: 10
Worksheet time: 4mins
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
