Explain possibility of meeting those needs:

1. F- FEATURE-
A. ADVANTAGE
B. BENEFITS
S ECURITY
P PERFORMANCE
A PPEARANCE
C OMFORT
E CONOMY
D URABILITY

2. OPTIONS AND SOLUTIONS

3. PRODUCTS AND SERVICE ENHANCEMENTS: ACSESORIES, ADD ONS, INSURANCE,
DISCOUNTS, RELATED PRODUCTS, WARANTY,

TOP OF MIND- WORK WITH PEOPLE BRAIN

Task 1: Assist customer to articulate needs

Part 1 - Knowledge test:

1. What are possible challenges in delivering customer service, and how would you
address them in a positive manner?
Identify a need- active listening, by asking questions, probing, paraphrasing,
Create a need- desire,
Articulate a need- paraphrasing
Complexity need
Impossible need- deportation

2. Explain possibilities for meeting customer needs.

FAB TECHNICE: Show them the feature, advantage and benefits
By providing options and solutions
Offering some product and service enhancements
AIDA TECHNICE: attention, interest, desire, action
 3. List three networks that can ensure referrals of customers within and outside
the organization.
Social media engagements
Word of mouth
WhatsApp
Associations or clubs
4. How would you record the communication with your customers that suits your
business needs?
Emails
Minutes of the meetings
Correspondences
Mails
Records if they allow
Surveys
Checklists
Feedback
5. Take minutes from the meeting (use template provided in appendix B) Ensure
that the minutes accurately reflect tasks and actions in regards to developing a
creative brief.

6. Submit your completed meeting agenda and meeting minutes within the agreed
timeframe and in accordance with the specifications below.

Part 2 - Team Meeting

1. Form a creative team of 4 – 5 people
2. Review the case study
3. Develop a meeting agenda (use template provided in appendix A)
4. Hold a creative team meeting that’s purpose is clarifying the information from the
initial meeting notes (case study.)