Relationship Building

Question 1

4

Answer 1

Effortless Customer Experience ** Relevant resolution / recommendations were provided for both spoken and unspoken needs. **Provided clear explanation on how/why resolutions/recommendations will alleviate concerns.

Question 2

3

Answer 2

Low Customer Effort **Customer receives relevant resolution/recommendations to address their request. **Guided customer through options available. **Cross sell when appropriate. **Offered solutions to alleviate concerns. **Comfortable transition from options to resolution/closing the sale.

Question 3

2

Answer 3

High Customer Effort ** Customer received insufficient resolution/recommendations ** Did not provide guidance through available options. ** Resolution/Recommendations were unclear or not explained in sufficient detail. ** Did not attempt to cross sell when appropriate. ** Transition from needs to resolution/sales attempt was awkward or abrupt. **

Question 4

1

Answer 4

Unacceptable Customer Effort ** ** Customer received irrelevant, poor or no resolution/recommendations to address their request.