What is an essential step to provide effective customer service when advising on products and services?

Determining the level of literacy of the customer is crucial for providing effective customer service when advising on products and services. This step allows you to tailor your communication style to ensure that the customer fully understands the information being conveyed. For example, if a customer has a high level of literacy, you may use more technical language and dive deeper into product specifications. Conversely, if a customer has a lower level of literacy, it's important to simplify your language and use clear, straightforward terms that make the information accessible.

Using language that matches the customer's level of understanding fosters a positive experience, as the customer feels respected and valued. It also helps build trust, as they are more likely to engage with an advisor who makes the effort to communicate clearly and effectively. This understanding can significantly enhance the likelihood of a successful sale and create a lasting positive impression of your service.