13/02/14 13:39 Course:Apple Customer Experience: Connecting with Customers

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Apple Customer Experience: Connecting with Customers

Respuestas correctas: 5 fuera de 5

Points Earned: 400 fuera de 400

Consulte los comentarios de las preguntas del concurso. Cuando haya acabado, cierre esta ventana.

1 : Why should you focus on connecting with customers?

You chose: To build trust with your customersCorrect! Connecting with customers is important because it lays the foundation for the conversationyou’re about to have. When you connect with customers effectively, they’ll share more details when youask discovery questions.

2 : What’s one recommended technique for being approachable?

You chose: Keep your face visibleCorrect! By keeping your face visible, you’re more likely to notice when customers are trying to getyour attention.

3 : What is one recommended technique for being confident?

You chose: Be knowledgable about Apple productsCorrect! When you maintain your knowledge about Apple products, it’s much easier to appearconfident when you answer your customers’ questions.

4 : What is one recommended technique for being authentic?

You chose: Use everyday languageCorrect! When you use everyday terms rather than complicated technical terminology, you help yourcustomers understand Apple products.

5 : Angelica notices a customer walk gingerly up to a MacBook Air display. She greetsthe customer and asks if she has any questions. The customer asks about the storagecapacity of the model. Which of the following would be the best approach?

You chose: Match the customer's level of detail when talking about her needsCorrect! Since the customer approached the computer gingerly and asked the question in nontechnicalterms, Angelica should match her customer’s level of detail.

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13/02/14 13:39 Course:Apple Customer Experience: Connecting with Customers

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