A
What is Core Product Knowledge?
An expert regarding a product.
What is GAP analysis?
Compare where you are in the business and where you want to be.
Which of the following is included in Psychographic?
a) Lifestyle
b) Age
c) Education
a) Lifestyle
What makes a Problem Customer happy?
a)time
b)attention
c) both
c) both
What is the full form of CRM?
Customer Relationship Management
What is Augmented Product Knowledge?
Knowledge about an augmented product which has been enhanced by its seller with added features or services to distinguish it from the same product offered by its competitors.
What is Demographics?
Profile of a group (Age, Income, Gender, Location etc)
What is Customer Needs Analysis?
The process of engaging customers to discover their requirements for products and services.
What is a Client Testimonial?
Feedback (negative or positive) from the customer.
What is Benchmarking?
Comparing how your business is doing with another business that is similar to yours.
What is a Tangible product?
A physical product. Something you can hold, smell, feel.
What is Business Needs Analysis?
It is an analysis tool that helps a company determine the best options or solutions to improve productivity and performance.
What is a Secondary Purchase? Give an example.
Anything else that comes along with the service or product. Eg. Buying insurance for your car.
What are the 5 basic needs of a customer?
1.Service
2.Price
3.Quality
4.Action
5.Appreciation
Who are High Touch Customers?
Customers who need a lot of assistance.
Who are Low Touch Customers?
Customers who are self serving and autonomous.
What tools are a part of Business Analysis?
•SWOT Analysis
•Gap Analysis
•Benchmarking
What are Open Ended Questions?
OEQs require you to think about your answer more carefully and will help you to understand your customer better.
Do Loyal Customers spend more money than most of your customers?
Yes
What is the full form of BNA?
a) Business Necessity and Accounting
b) Best Notary Around
c) Business Needs Analysis
d) Buying Nothing Always
c) Business Needs Analysis
What are the 4 steps in an Action Plan?
1. Drafting the task
2. Identifying the task
3. Analyzing and delegating the tasks
4. Checking Resources
Purchasing a Home Insurance is an example of Primary or a Secondary Purchase?
Secondary
What is the full form of KPI?
Key Performance Indicator
What are Primary Purchases? Give an example.
What the person came to buy. Eg. a hotdog.
Does having good ethics when dealing with customer service improve the quality of service and build true rapport?
Yes