Needs Assessment... Questions you should ask
How would you answer the following questions for your company?
We have evaluated the training needs of our team players. yes no
We conduct an annual audit of what skills employees would like to develop to help them do a better job. yes no
We conduct regular customer service excellence training. yes no
Our people are taught to believe that every customer contact offers an opportunity to provide exceptional service and builds a stronger customer relationship. yes no
Our sales representatives have the skills to be successful with both customers and prospects. yes no
Our sales representatives understand products and services are bought, not sold. yes no
Our sales representatives know the importance of positioning themselves as a valuable resource, someone who can provide meaningful solutions based on specific customer needs. yes no
We have clearly identified why someone should buy from us instead of our competitors. yes no
We know the customer wants to know WIIFM ("What's in it for me?")...and based on this philosophy we have been able to develop long-lasting, trusting relationships with customers. yes no
We conduct shopper studies and/or other effective ways to measure the results of our training. yes no
If you answered "no" to any of these questions, contact Customer Experience Experts.
"What gets measured, gets done." --Nancy Draude
