Foundation
What is the most used type of communication on a face to face situation?
Non-verbal
What is an objection?
An objection is a point of view which the customer puts forward to resist an agent’s proposal.
Mention 3 ways of making your customer feel valued.
*Call the customers by their name.
*Use active forms
*Talk to customers about their own case
*Agree with them
*Congratulate them
A Customer who likes rapid service and confidence on the agent's responses cares about?
The style of exchange
Mention 2 assertive behaviors
What is The Customer Situation Global Approach?
It is going further than dealing with the needs of the customer in a pleasant and efficient manner. It is giving the customer an experience that surpasses their expectations.
The key points for language are Clear speech, positive wording, personalized speech and.....?
Concrete expressions
If i give myself a negative value, but I give the customer a positive value, that is:
Submission
For what Behavioral Profile fits this description " Reserve, Care, Norms, Detail, Procedures, Analysis, Organization, Rigor and Prudence"?
Methodical
LEAD stands for?
Listen, Empathize, Apologize and Deliver
What are the ingredients for managing a compliant?
*Empathy
*Confidence
*Recognition
*Engagement
What behavioral profile will say this expression" I am surrounded by idiots!"?
Dominant
Which of the designers or instructors (Chefs) belongs to this description "Creative and enjoys adapting her cuisine to her environment, to please her customers."?
Camille Fauveau
What should be my attitude if the customer is hurried?
I use short sentences and facts.
Mention 1 of the 5 key points for The Customer Situation Global Approach.
*Question your customer
*Listen to what the customer says, hesitations and silence.
*Anticipate customer's needs
*Using available info about your customer
*Be involved in the conversation