70 22 00 05 30
Last modified by Simon Skerlan on 2022/01/05 18:38
Contents
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)
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]