Competences - 70 22 00 05 30

Page / - last modified by Simon Skerlan on 2022/01/05 18:38

70 22 00 05 30

last modified by Simon Skerlan

on 2022/01/05 18:38

Table of Contents

Identify customer's needs (70 22 00 05 30)

ESCO description

In other languages

Development notes

Sectoral layer

Sectoral detail

Assessment

Training

References

Contents

Identify customer's needs (70 22 00 05 30)

ESCO description

In other languages

Development notes

Sectoral layer

Structure

Sectoral detail

Skills

Knowledge

Autonomy / attitude

Assessment

Self assessment

Mentor assessment

Acceptable assessment methods

Training

References

Identify customer's needs (70 22 00 05 30)

ESCO description

Title	Identify customer's needs
Description:	Use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.
Scope note:	n.a.
Concept URI:	http://data.europa.eu/esco/skill/68698869-c13c-4563-adc7-118b7644f45d
ESCO version:	1.08

In other languages

Deutsch:	Kundenbedürfnisse feststellen (Feststellen der Erwartungen, Wünsche und Anforderungen der Kunden in Bezug auf Produkte und Dienstleistungen durch geeignete Fragen und aktives Zuhören. )
Nederlands:	behoeften van klanten identificeren (Gebruik maken van passende vragen en actief luisteren om de verwachtingen, verlangens en vereisten van de klant naar product en diensten in kaart te brengen.)
Italiano:	individuare i desideri del cliente (Utilizzare domande adeguate e l’ascolto attivo per individuare le aspettative, i desideri e i requisiti dei clienti in funzione dei prodotti e dei servizi. )

Development notes

Status: In progress / second read / finalised (date)

(The notes below will be removed at the end of the project)

In Progress / SKR 05.01.22

Sectoral layer

(The sector layer contains the refined definition of the ESCO competences in sector specific wording)

Structure

Field and subfield:	70 22
Place in the process:	00
Level:	05
Unique identifier:	30

Sectoral detail

Skills

look at the information given by the candidate from different points of views

include information about work situation, career, personal interest, private life, …

structure and reformulates the information

help candidate to define clear goals

Knowledge

Knowledge of strategies for goal oriented communication with the customer

Knowledge about focused analyzation of conversation

Knowledge of desire-oriented definition of personal / mental states

Autonomy / attitude

Able to solve complex issues

Creative Thinking

/ Act empathic and dedicated

Assessment

Self assessment

I don't know how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

I am unsure how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

I know how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

I am more than able to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

Mentor assessment

... doesn't know how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

... is uncertain how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

... knows how to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

... is more than able to use appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.

Acceptable assessment methods

[remove methods not used]

Observation in simulated environment

Observation on site

Role play

Structured portfolio

Criterion based interview

Oral examination

Written test multiple choice

Written test open answers

Training

To be trained in groups with examples from real-live.

References

[put references to other competence systems here]