Login Form
No need to sign up if you have Facebook!
FULL COURSE PACKAGES
MINI COURSE PACKAGES
![]() |
Communication Skills |
![]() |
Motivating People |
![]() |
Professional Business Writing |
![]() |
Professional Sales Questioning |
![]() |
Sales Forecasting |
![]() |
Ten Best Practice Customer Service Techniques |
COMPLETE PACKAGES
![]() |
Retail Excellence series® |
![]() |
Customer Service Excellence series® |
![]() |
Communication Excellence series® |
![]() |
Sales Excellence series® |
![]() |
Call Center Excellence series® |
![]() |
The Presenter-Trainer Package |

Why buy our training course material packages
|
Great value for a small investment |
![]() |
100% customizable |
|
Standalone modules can easily be added to enliven your training material |
|
Get new ideas for activities, exercises and games |
Fun, competitive review game to end on a high note! |
|
|
Download and get it immediately |
My self assessment results
QUIZ NAME | POINTS |
- Last Updated: Saturday, 03 October 2015 09:56
Questioning is an essential skill for being able to provide excellenct customer service, follow the below questioning model to identify your customer's exact needs.
1- Goal: Find out your customer’s ultimate goal.
First you need to agree with your customer and clearly understand his/her ultimate goal from this visit/call, what type of service/product is he looking for? So the customer’s specific, measureable, and realistic goal is very clear in your head.
In doing so it would be useful to ask questions like:
• Why are you shopping for a new mobile phone?
• What would you like the new phone to be able to do?
• What problems are you currently having with your mobile phone/service?
2- Reality: Examine the customer’s current reality and situation.
Next you need to find out about the customer’s current situation by clearly understanding what type of service is he getting now or products he is currently using and has used in the past and are there any specific problems he is currently experiencing.
In doing so it would be useful to ask questions like:
• What type of service are you using now?
• Whom have you used in the past?
• How was your experience with the last product/service you used?
3- Options: Explore available options together.
Once you clearly understand your customer’s current reality and situation, you need to explore together all the options that can be offered to match both his/her needs & to cover any shortcomings in his current plan/service/product
After explaining all the different options it would be useful to ask questions like:
• Do you agree that our second option would be the most suitable to your needs?
• Do you wish us to customize this option further to better fit your need?
4- Will: Take responsibility and gain commitment from the customer.
By examining the current reality and exploring all available options, both you and your customer will have a good idea of how he/she can achieve the goal, solve the problem or provide the appropriate services. So the final step would be to show your customer that you are committed to the solutions agreed and to get a commitment from the customer that he/she is ready to go for the new agreed options/solutions within an agreed upon timeframe.
In doing so it would be useful to ask questions like:
• Would you like me to go ahead and do this for you right now?
• When is a convenient time for you to go ahead and do this?
• What’s the best time for you to start this process?
Related articles
Business Ethics & Etiquette
Proper Business introductionsThe initial introduction phase of any business relationship can make or break it. First impressions are crucial in the business world and can have an extraordinary ...
2013-02-10 13:51:55
Proper Business Introductions
Proper Business Introductions It's a fact that the initial introduction phase of any business relationship can make or break it. First impressions are crucial in the business world and can ...
2012-02-18 18:35:40
Meetings Etiquette
Meetings etiquette What do you think about meetings? are you attending too many? are they a total waste of time?, or do you think they are an effective way to communicate to large groups and ...
2012-02-18 19:05:08
Complaint Handling Etiquette
Show empathy Showing empathy means having the capacity to understand and to be aware of and sensitive to the feelings, thoughts and experiences of others specially those who come to you with a ...
2012-02-18 20:16:42
Etiquette with VIP's
There is no doubt that the people you know can have a great effect on your career and future goals in your professional life. Networking has never been more important than it is nowadays ...
2012-02-18 19:42:43
Tactful bill collection
First Time: The Victim approach:• As a first step for money collection, use a friendly approach.• The technique relies on two methods:- Closed end questions- The customer service representative plays ...
2012-02-22 20:14:34
Sexual Harassment at work
To have a clear definition of sexual harassment we can say it's simply if someone promises you a job or a promotion in return for sexual favors or if you or if someone else's sexual behavior ...
2012-02-18 20:24:27
Cubicle / Partition Etiquette
Mind your cubicle Etiquette Although in your partition or cubicle you can't see your coworkers but you can certainly hear what's going on next door. Cubicles and partitions give only an illusion ...
2012-02-18 19:24:19
No need to sign up if you have Facebook!
How it works?
|
Choose your training package |
|
Add to shopping cart |
|
Pay using any major debit or credit card or using paypal |
|
You will be taken to a download page to instantly download your purchase (You will also receive your download links by email) |
|
Unzip the file/s and get all your documents in MS office format
|
Training Articles
Practical presentation ...
Appearance, Attitude & Body Language Usually when we meet a smartly and ...
Read detailsProjecting a professional ...
It is a strange fact of life that when we meet people for the first time we quickly make ...
Read detailsNetworking
What is Networking?Networking is about building, cultivating, and developing ...
Read detailsGet all available programs and save !!
For only $2995.95
![]() |
+ | ![]() |
30 Full Courses | 6 Mini Courses |
Most Popular Articles
Practical presentation ...
Appearance, Attitude & Body Language Usually when we meet a smartly and ...
Read detailsProjecting a professional ...
It is a strange fact of life that when we meet people for the first time we quickly make ...
Read detailsNetworking
What is Networking?Networking is about building, cultivating, and developing ...
Read details