Bsbcus402b assessment 1
The need to be understood The need to feel welcome If the customer asks for a cappuccino, they obviously do not want a latte.
After investigation of the complaint, it will become evident what has happened. Here are some types and examples of questions that can be used to interact with customers and determine their needs.
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Topic 2 Satisfy complex customer needs Personal customers Personal customers may also exhibit some of the same characteristics as business customers. Unit release 1 Aspire Version 1. Recognise and greet a potential customer at the earliest opportunity. The features of this learner guide are detailed in the following table. The purchase may take place over the telephone or online without direct contact between the salesperson and the customer. The person responsible for investigating the details of the complaint may be the employee who took the complaint, the employee who was responsible for serving the customer originally or the manager responsible for the employee. These needs are often driven more by emotion than logic, so keep channels of communication open so you are well placed to meet these needs. Salespeople need to be flexible, patient and understanding when dealing with customers and show a genuine interest in and enthusiasm for meeting their needs. Reasonable adjustment If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor. Your report should address: 1. Common ground Creating the right customer connection is vital to a successful sales process. Identify complex customer needs The key to identifying any customer needs is listening carefully.
T Time framed: Specify when the result can be achieved; make sure there is enough time to achieve the goal, but not too much time.
Who did you speak to? Can I get you a smaller size?
Practice task 1 Read the case study, then answer the questions that follow. Small talk can support the connection process; topics such as pets, the weather and sport are often useful for creating that common ground or connection.
Bsbcus402b assessment 1
Here are some ways to categorise the personal needs of your customers. The need to be understood The need to feel welcome If the customer asks for a cappuccino, they obviously do not want a latte. Melbourne Car World internet policy Melbourne Car World generally only collects personal information from its website when it is provided voluntarily by you. Immediately recognising the customer conveys the message that they are important and their business is valued. However, this information is anonymous and is only used for statistical and website development purposes. Communicating on the phone Unit release 1 Aspire Version 1. It is very important that you take on some of the responsibility for the learning you will undertake. Practice task 1 Read the case study, then answer the questions that follow. Salespeople should have strong communication, problem-solving and conflict-resolution skills. They help us to improve our service. However, the customer may have a complex problem with a range of possible solutions.
For the same purposes, Melbourne Car World may share your information with other members of the Melbourne Car World strategic partners including companies who are located outside Australia and their respective service providers, agents and contractors.
Service standards and procedures need to be documented and easily accessible to all workers. Immediately recognising the customer conveys the message that they are important and their business is valued.
When conducting complex negotiations, you need to record information accurately and in detail. Would you like some more? These checkpoints give you an opportunity to check your progress and apply the skills and knowledge you have learnt.
Where standards do not comply with the SMART model, it is unlikely the organisation will be able to live up to them for any length of time. If you use the internet to send us any information, including your email address, it is sent at your own risk. Common ground Creating the right customer connection is vital to a successful sales process. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed. Instructions to the candidate All questions must be answered satisfactorily for Part A to be completed satisfactorily. Can I get you a smaller size? If you know where the gaps are, you can put procedures in place to reduce future customer dissatisfaction. In the case of a complex sale to a business customer, you may need to involve other members of your organisation in order to develop a comprehensive solution. The act of spending money triggers a psychological desire for importance; in some cases, this is a mini adrenaline rush. This method can sometimes put the disadvantage into perspective for the customer. After investigation of the complaint, it will become evident what has happened. Organisations need to have mechanisms in place to identify problems in customer service delivery, and systems to remedy these problems as soon as they are detected.
Learning checkpoints There is a learning checkpoint at the end of each topic.
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