4.1 Complete Key Terms:
Rapport:Building strong partnerships that are based on trust and express good feelings.
Competence: Being the one who outperforms the rest of your competitors.
Credibility: When you say something it must be followed thru. Truth always to the customer.
Truth-in-advertising rules: Printing and marketing company Material that is untrue is regulated by the truth-in-advertising rules..
Amiable personality: Being a person who is open minded and easy to associate with.
Extroverted: people that are extroverted are considered Outgoing and very sociable.
Expressive personality: Theses kind of personalities are considered idea people, but they lack the ability to see their ideas through to the end.
Analytical personality: These kinds of personalities require all the facts first before making a decision.
Introverted: Your Personalities are primarily focused inwardly.
Driver personality: This kind of Personality is straightforward and Decisive. Making long conversations with a customer of this type could do more harm than good.
List three personality traits and technical skills that CSRs need to serve customers effectively.
Listening to & Answering WIIFM questions.
See conflict for what it is.
Complete Tech Literacy on Page 90
LIVE CHAT To be more responsive to their customers, many web-based companies have installed real-time communications technology. At the click of a button on the company’s website, visitors can chat with one of the company’s CSRs. With live text chat, the customer and rep talk keyboard to keyboard. With live voice chat, customers simply hold down a “talk” button on their sound-enabled PC and talk as if by phone.
THINK CRITICALLY Installing real-time communications technology can cost companies thousands of dollars per customer service station. Why do you think companies go to the expense of installing this technology?
It is my belief that when A company allows for Real time assessments of their companies defaults, it allow for customer satisfaction data to be tracked and worked off of to increase the company profits thru trends and marketing numbers.
What are 3 Customer Styles?
Complete 4.1 Assessment #’s 1-3
List at least four different ways you can stay in touch with customers.
Think about people at school, work, or home and try to analyze whether they are sight-, sound-, or sense-oriented. Then fill in the blanks below.
Think of someone you know who is sight-oriented. What clues point to this person’s visual preference?
They ask to see the item I’m referring to and asked me how it works while looking at it.
Think of someone you know who is sound-oriented. What clues point to this person’s verbal preference?
They are always speaking and Listening very well to others.
Think of someone you know who is sense-oriented. What clues point to this person’s sensory preference?
This kind of person would relay on the 5 senses to relate their point of view.
How can you determine which type personality controls a customer’s thinking?
By taking the above mentioned orientations into consideration when listen to the speaking style of the customer.
EXTRA CREDIT:Complete “DID YOU KNOW?”on Page 93
Why do you think such a high % do not believe companies tell the truth in advertising?
It is my belief that most companies spend millions a year on advertising. With this amount of financial resources being placed on reaching their customers, stating that a company won’t tell a fib on a marketing scheme is just lying to yourself.
Complete Key Terms on page 97
win-win negotiation: this type of circumstance allows for the customer and the company satisfaction in accomplishing their goals at the same time.
WIIFM: stands for ‘What is in it for me” a technique used to improve by CSR to help the customer satisfaction in a conversations.
Read PROBLEM-SOLVING APPROACHES on Page 98 3 Times and then Write the 6 Steps to Create a Win-Win Solutions listed on Page 99
Step 1 Identify the customer’s wants and needs. Determine the outcome he or she wants.
Step 2 See things from the customer’s point of view.
Step 3 Keep an open mind and encourage your customer to do the same.
Step 4 Explore options that will achieve the customer’s goal and also fall within company policy.
Step 5 Offer several options.
Step 6 Reach agreement.
Turn Conflict to Your Advantage on Page 100 – Write the list, but not the description. It is important to remember these!
See conflict for what it is.
Look for warning signs.
Stay in control.
Keep a positive outlook.
Define the problem.
Take win-win approach.
Complete 4.2 Assessment #’s 1-4
1.)Why do win-lose solutions become lose-lose situations?
Because in my belief only one person will come out a winner in this case.
2.) The court system in the United States follows a win-Lose approach to problem solving. What are some merits and drawbacks of this approach?
Merits are that because they are in a position of power they will always come out as winners in any given circumstance.’
Drawback examples for me would be the clear evidence of overcrowding in the current prison system. By the justice system always winning and the person always losing there will always be overcrowding in the prison system in this country.
3.) Your city road crew has received a complaint about trees blocking the view at a busy intersection. The trees are on the private land of an owner who has been uncooperative in the past. The crew needs to get the owner’s permission to cut them down. As the road crew chief, you prepare to talk to the property owner with the goal of finding a win-win solution to the problem. Complete the script that has been started for you. Chief: Hello, Mr. DeAngelo. I’m Julius Carter, and I work for the City of Crescentville road crew. Drivers have told us that your trees are blocking the intersection view at the corner of Maple and Vine.
I would address the fact that the city in return for trimming the trees will continue to do so from that point forward at no charge to the customer. In this case the customer doesn’t have to worry about any costs associated with the trimming of the trees and the city fulfills its customers request for the obstruction to their view by removing the unwanted overgrowth of the trees.
4.)How might an athletic shoe store answer a customer’s WIIFM question?
By explaining to their customers question with the benefits of the athletic shoe to the customer and show how effective their shoes are at helping reduce back pain issues with their arch support designs.