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Sí o No: Conocimiento del cliente

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About this activity

Evaluar conceptos del conocimiento del cliente

Created by

JUAN MANUEL RAMIREZ OTERO
JUAN MANUEL RAMIREZ OTERO
Colombia

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Sí o No: Conocimiento del cliente
 

Sí o No: Conocimiento del clienteOnline version

Evaluar conceptos del conocimiento del cliente

by JUAN MANUEL RAMIREZ OTERO
1

Un cliente analítico suele valorar datos y hechos antes de decidir.

2

Identificar necesidades implica escuchar y preguntar con empatía.

3

Los puntos de contacto son cualquier interacción entre el cliente y la marca.

4

La emoción siempre es la única fuente para entender las necesidades del cliente.

5

Un cliente impulsivo siempre toma decisiones sin considerar información.

6

Las brechas en la atención al cliente se presentan cuando la experiencia real no cumple con las expectativas del cliente.

7

Identificar necesidades se hace mejor sin hacer preguntas.

8

Diferencia entre expectativas y experiencia no afecta la satisfacción.

9

Las expectativas deben ser gestionadas para que la experiencia cumpla lo prometido.

10

El recorrido del cliente describe todas las etapas y puntos de contacto que una persona experimenta desde que identifica una necesidad hasta después de realizar la compra.

11

Los puntos de contacto no influyen en la comprensión del comportamiento del cliente.

12

El recorrido del cliente es lineal y siempre igual para todos.

 
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