Deck 2 Flashcards
What are the 4 customer personality types
- Amiable
- Analytical
- Driver
- Expressive
Give facts about Amiable customers
- Friendly, calm and patient
- value relationships
- may be slow to make decisions and seek reassurance
- you should create a relationship with them using small talk and asking questions yo show your knowledge, ensure to give advice and listen to them.
Give facts about Analytical customers
- Detail, fact and data oriented
- value logic and facts
- you should be patient and answer questions providing detailed step by step instructions and information showing your knowledge and clearly outlining the pros and cons of that product or service.
Give facts about Expressive customers
- Enthusiastic, outgoing and relationship oriented
- Value a relationship with you, you should use small talk and ask questions to show an interest in them.
- In terms of selling to them you should focus on how others felt about the product and others experiences
Give facts about Driver personality types
- extroverted, strong willed and decisive, these people are task oriented and they seek immediate results
- you should aim to provide clear and concise data and avoid small talk.
what is the difference between customer service and customer care
customer service is about the sales process while customer care is about the more personal connection with that customer leading to a more positive experience overall
what are the 5 main points of customer service, (the 5 times for customer interaction)
- greeting
- interaction with the customer
- identifying needs and wants
- encouraging feedback
- responding to feedback
why is it important to show good product knowledge
helps understand customer wants and needs
good for advertising the benefits of your product
gives customer confidence in you, your product and the brand
reduces risk of errors
helps decision making
increases customer satisfaction
why is customer feedback important
guidance for business decisions
helps growth and staying ahead of competitors
increase customer satisfaction
what are the 2 key parts of the consumer law
- consumer rights act 2015
- consumer protection act 1987
give advantages of legislation
high quality products lead to high sales
customers have more confidence in products
give disadvantages of legislation
more expensive
have to fit requirements
why is a privacy policy important
protect customers prvate data
protect companies that store data
why are terms and conditions important
sets customer expectation
prevents problems
what regulations fall under the consumer rights act 2015
a customer has a legal right to return faulty goods and obtain a full refund within 30 days
