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
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
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