Module 1 - The Customer Flashcards
What are the different types of Customers?
Existing, Potential, Loyal, Impulsive and Discount
Who are External Customers?
People outside of your organisation - general customers.
Who are Internal Customers?
People who work inside the organisation.
Customer Journey - What’s Step 1?
Awareness - The Customer sees the item being advertised in-store & online.
What’s Step 2?
Interest - The Customer will think about the item and decide whether they actually need it. This is when a customer will start to form expectations about the product, service and organisation.
What’s Step 3?
Desire - By this point, the organisation has shown that the products or services are worthy through excellent communications skills and question techniques. The customer has changed their mindset from “I need that” to “I want that”
What’s Step 4?
Action - At this stage, the customer would have made a decision to whether they want to go ahead with the specific purchase and service or not. This decision will be based on their desire for that product or service as well as there need for it.
