Microlearning unit 2.1.2: Successful communication with customers
6. Screen 6
Task 3
The aim of a customer meeting is not only that the customer buys something from us. Important
for us is that the customer is satisfied with the advice, the salesperson and the shop. Satisfied customers come back and recommend the shop to friends and acquaintances.
Tick the purchase signals that indicate that the salesperson should initiate the purchase.
Solution: Realisation with the help of pictures?
Feedback correct:
Customers who have decided to buy send out signals that the salesperson must recognise. You have correctly recognised these signals here. The customer shows that they want to buy the goods by simply acting, e.g. taking their wallet out of their pocket or placing the goods on the counter at the checkout. Specific questions about the goods or the terms of payment/delivery also show us that the customer is still interested.
If the customer is reluctant, waiting, withdrawn or unable to make a decision, we have a clear indication that a purchase will not be made at the moment. In this situation, we should not take the customer by surprise or pressure them into making a purchase, as they could then leave the shop in a hurry and leave with a bad memory.
Feedback right/wrong:
Unfortunately, not all customer signals have been answered correctly. Think again about which signals indicate interest or approval. The more intensively the customer engages with the product and its features, the more likely they are to consider making a purchase. No reaction or evasiveness can be a sign of rejection or indecision.
Check their answers again, paying attention to positive and negative statements, actions and facial expressions.
Feedback incorrect:
None of your answers are correct. Check your selection again.
Tip: Pay particular attention to signals relating to the characteristics of the product and the payment.