Exam (elaborations)
ASSESSING CUSTOMER NEEDS
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ASSESSING CUSTOMER NEEDS
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ASSESSING CUSTOMER NEEDS"HOW HAVE YOUR NEEDS CHANGED SINCE THE LAST TIME YOU PURCHASED A
VEHICLE", IS AN EXAMPLE OF WHAT TYPE OF QUESTION? - ANSWER-
CUSTOMER DISCOVERY QUESTION
"IF YOU COULD SAVE MONEY ON GAS AND REDUCE YOUR CARBON
FOOTPRINT, WOULD THIS BE AN IDEA YOU WOULD BE INTERESTED IN", IS AN
EXAMPLE OF WHAT TYPE OF QUESTION? - ANSWER-HYPOTHETICAL QUESTION
"WHAT ARE THE MUST-HAVE FEATURES THAT NEED TO BE IN YOUR NEXT
VEHICLE", IS EXAMPLE OF WHAT TYPE OF QUESTION? - ANSWER-NOT-
CUSTOMER DISCOVERY QUESTION
IN THE "DIRECT" STEP OF THE L.E.A.D PROCESS, WHY DO WE ASK QUESTIONS
TO GET A "YES" FROM THE CUSTOMER? - ANSWER-CONFIRMS CUSTOMER IS
READY FOR NEXT STEP
QUESTIONS THAT GIVE THE CUSTOMER TWO OPTIONS ARE KNOWN AS: -
ANSWER-ALTERNATIVE QUESTIONS
QUESTIONS THAT PARAPHRASE WHAT YOU HAVE HEARD ARE CALLED -
ANSWER-CLARIFYING QUESTIONS
THE CX PROCESS STEP "DISCOVER NEEDS" OFFERS A GREAT OPPORTUNITY
TO: - ANSWER-NOT-MATCH VEHICLE TO THE CUSTOMER IN OWNER SUPPORT+
THE FIRST STEP IN SUCCESSFUL DOCUMENTING IS TO, "TAKE A SEAT WITH
YOUR CUSTOMER". WHY IS THIS IMPORTANT? - ANSWER-ALLOWS BOTH OF
YOU TO CONCENTRATE ON THE TASK AT HAND
WHAT IS THE VALUE OF USING A NEEDS ASSESSMENT SHEET? - ANSWER-ITS
STRUCTURE HELPS GUIDE AND RECORD THE CONVERSATION
WHICH OF THE FOLLOWING IS AN EXAMPLE OF CONFIRM IN THE THREE STEP
EMPATHY PROCESS(LISTEN-CONFIRM-CONVEY)? - ANSWER-"COULD YOU
CLARIFY THAT FOR ME?"
WHICH OF THE FOLLOWING IS AN EXAMPLE OF CONVEY IN THE THREE STEP
EMPATHY PROCESS (LISTEN-CONFIRM-CONVEY)? - ANSWER-"I CAN SEE WHY
YOU FEEL THAT WAY"
WHICH OF THE FOLLOWING IS NOT A GUIDELINE FOR THE CX PROCESS STEP
"DISCOVER NEEDS?" - ANSWER-CONFIRM ENTEREST IN A SERVICE CONTRACT
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