Which three approaches should a consultant use to learn about and empathize with the customer?

Cloud Kicks (CK) is just kicking off its project. The consultant wants to dive deeper into CK’s process and pain points.

Which three approaches should a consultant use to learn about and empathize with the customer? Choose 3 answers
A . Embodying
B . Shadowing
C . Interviewing
D . Role Playing
E . Leading Workshops

View Answer

Answer: BCE

Explanation:

Shadowing, interviewing, and leading workshops are three approaches that a consultant can use to learn about and empathize with the customer. Shadowing involves observing how the customer performs their tasks and interacts with their systems. Interviewing involves asking open-ended questions to understand the customer’s goals, challenges, and pain points. Leading workshops involves facilitating group discussions and activities to elicit requirements, feedback, and solutions from the customer.

Verified Reference:

https://developer.salesforce.com/resources2/certification-site/files/SGCertifiedSalesCloudConsultant.pdf (page 18)

https://trailhead.salesforce.com/en/content/learn/modules/consulting_skills_for_salesforce_professionals/discover-the-customer-situation