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- 1. Multiple Choice
Who is a customer?
A customer is not an individual that purchases another company's goods or services.
Customers do not advertise and sell their goods.
A customer is an individual or a company that purchases goods from another store to either keep it or sell it.
Customers are an integral part of any company since they aren't the driving force for organizations.
- 2. Multiple Choice
The Driver customer is known for his/her:
Annoyance at the start of the conversation.
Poor listening skill, talking, interrupting, and wanting to be listened to.
Anger that explodes as soon as the sales agent disagree with them.
Control maintenance at the start of the conversation.
- 3. Multiple Choice
How to handle Driver customers?
Push them and prove they're wrong.
Be calm and indifferent throughout the call.
Assure the customer you'll help him/her to achieve the goals and provide a solution as soon as you can.
Act the same way the customer is acting.
- 4. Multiple Choice
How to sell to Analysts?
Don't focus on details, analysts don't value details.
Put much pressure on them since they tend to be indecisive.
Be polite but make them feel that you are not the one uncovering the answers they need.
Expect a long sale process. They are slow decision-makers.
- 5. Multiple Choice
The Analyst customers are known for their:
Tendency of interrupting the agent on the line.
Effective listening skills.
Quick decision maker.
A lot of enquires throughout the call. They ask a lot of questions during the conversation.
- 6. Multiple Choice
The Amiable customer is the one who:
Uses formal language and casual phrases.
Switches on and off during the conversation. They are absent-minded during the call.
Never needs explanations.
Has specific thoughts to share.
- 7. Multiple Choice
How to treat Amiable customers?
Act as an advisor but don't show too much interest.
Avoid creating a friendly atmosphere, it's a waste of time.
Ask detailed questions and show that you care about providing the best solution.
Avoid telling the benefits they will receive in no time.
- 8. Multiple Choice
Expressive Customers are the one who:
Insist that they know more than you do.
Speak with confidence and enjoy talking and interacting with others.
They are unresponsive during the conversation.
Believe that the sales person is right when he/she offers solutions.
- 9. Multiple Choice
How to handle Expressive customers ?
Don't speak about your experience, they don't value others opinion.
Avoid being emphatic, don't show them that their problem is your problem.
Explain how they'll benefit from your product or service.
All of the above.
- 10. Multiple Choice
What type of customers love to form partnerships with people they trust?
None
Analysts
Drivers
Expressives
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