View Unit : Use questioning techniques when delivering customer service

Unit

Unit Reference Number

A/601/1222

Qualification Framework

QCF

Title

Use questioning techniques when delivering customer service

Unit Level

Level 2

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

15.2 Administration

Unit Grading Structure

Pass

Assessment Guidance

The assessment and quality assurance requirement for this unit provides evidence towards A and V units.

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	establish rapport and identify customer concerns	1.1	greet their customer sincerely and invite a full and open response
		1.2	use planned or spontaneous lines to indicate to their customer that they empathise with their initial enquiry
		1.3	invite more detailed explanation from their customer
		1.4	listen closely to their customer’s responses to strengthen their understanding of customer concerns
		1.5	use both open and closed questions to make appropriate connection with their customer and open the door to more detailed investigation
		1.6	identify and note their customer’s feelings and mood in relation to the information they are seeking
2	seek detailed information from customers using questioning techniques	2.1	follow a planned trail of questions to explore in detail customer concerns they have already identified
		2.2	hold a spontaneous conversation with their customer to explore in detail customer concerns they have already identified
		2.3	explain to their customer why they need the information they are asking for
		2.4	use probing and searching questions that draw on comments or words used by their customer
		2.5	thank their customer for the information in a way that encourages further open responses
		2.6	use pre-planned routing and trigger questions that lead their customer to respond in new areas
		2.7	follow organisational procedures to record customer responses to inform future actions
3	understand how to use questioning techniques when delivering customer service	3.1	explain why establishing rapport makes it easier to draw information from customers
		3.2	describe ways to greet customers that immediately build rapport
		3.3	explain reasons for using planned question patterns to draw out particular information
		3.4	explain reasons for using spontaneous conversation to draw out particular information
		3.5	explain the importance of active listening when seeking detailed information from customers
		3.6	identify the differences between and uses of closed and open questions
		3.7	describe the importance of explaining to customers why information is needed
		3.8	explain why particular trigger questions are effective in gaining specific information

Equivalent Units

There are no equivalences to display.