Customer Service Practitioner Level 3
Professional Discussion Exam
Questions & Answers (Grade A+)
Who are my customers? -
correct answer ✅People who want a will, they're either contacted
through our call centre or they contact us directly
Who are the organization's customers? -
correct answer ✅Call centre/Head office/ Estate planners/ Funeral
planning company that we work. We all rely on the company for a
safe working environment and fair wage. Trusting the company we
work for and sticking to our core values ensures we have a positive
working environment which boosts productivity.
Describe the different types of customers -
correct answer ✅Impulsive customers- At Elm our call centre cold
call prospective clients as it is the most widespread form of
marketing. These clients often haven't thought about drafting a will
but after listening to what services we offer and hearing about our
promotions they are persuaded to book an appointment and write
a will with us.
Need based customers- Customers who require specific products
use our services because our estate planners have extensive
knowledge on all of our products and they can give guidance on
, Customer Service Practitioner Level 3
Professional Discussion Exam
Questions & Answers (Grade A+)
what is best for them. For example we have had people in the past
come to us in the early stages of dementia knowing they need to
get a lasting power of attorney in place whilst they still have
capacity
Wandering customers- customers often come to us knowing they
want to make a will but don't know how to protect other assets
such as property and businesses. So, when the consultant visits
them for a home consultation they advise them on the other
services we offer. These services include property trusts and lasting
power of attorneys. These services typically cost more than a
standard well but can benefit the customer by giving them peace of
mind after their death.
What is an internal customer? -
correct answer ✅Employees or shareholders that rely on the
company for a fair salary and a safe working environment
What is an external customer? -
correct answer ✅Someone who does not belong to the company
but uses our products or services. Products are required to meet
their needs.
Professional Discussion Exam
Questions & Answers (Grade A+)
Who are my customers? -
correct answer ✅People who want a will, they're either contacted
through our call centre or they contact us directly
Who are the organization's customers? -
correct answer ✅Call centre/Head office/ Estate planners/ Funeral
planning company that we work. We all rely on the company for a
safe working environment and fair wage. Trusting the company we
work for and sticking to our core values ensures we have a positive
working environment which boosts productivity.
Describe the different types of customers -
correct answer ✅Impulsive customers- At Elm our call centre cold
call prospective clients as it is the most widespread form of
marketing. These clients often haven't thought about drafting a will
but after listening to what services we offer and hearing about our
promotions they are persuaded to book an appointment and write
a will with us.
Need based customers- Customers who require specific products
use our services because our estate planners have extensive
knowledge on all of our products and they can give guidance on
, Customer Service Practitioner Level 3
Professional Discussion Exam
Questions & Answers (Grade A+)
what is best for them. For example we have had people in the past
come to us in the early stages of dementia knowing they need to
get a lasting power of attorney in place whilst they still have
capacity
Wandering customers- customers often come to us knowing they
want to make a will but don't know how to protect other assets
such as property and businesses. So, when the consultant visits
them for a home consultation they advise them on the other
services we offer. These services include property trusts and lasting
power of attorneys. These services typically cost more than a
standard well but can benefit the customer by giving them peace of
mind after their death.
What is an internal customer? -
correct answer ✅Employees or shareholders that rely on the
company for a fair salary and a safe working environment
What is an external customer? -
correct answer ✅Someone who does not belong to the company
but uses our products or services. Products are required to meet
their needs.
