Demonstrate Product/Service/Procedure Knowledge

Question 1

4

Answer 1

Effortless Customer Experience **Customized statements used to explain why the product/service/procedure is a value or convenience to “this customer’s needs”. ** Attempted to educate the customer on something new.

Question 2

3

Answer 2

Low Customer Effort ** Clearly explained features, benefits, and/or process of the product/service/procedure that were relevant to the customer’s needs. ** Communicated to customer when more research needs to be done on their behalf. Appropriate expectations are set for follow up.

Question 3

2

Answer 3

High Customer effort ** Did not clearly explain the features or benefits of the product. **Process/procedures were followed in an inefficient or cumbersome manner

Question 4

1

Answer 4

Unacceptable Customer Effort ** Did not ask for the business if a sales call ** Did not offer additional assistance/research when necessary. **Appropriate procedures were not followed.