Evaluation of Optus Online Chat Sales Techniques and Product Offering

This assignment analyzes the sales techniques employed by Optus during an online chat interaction regarding a phone purchase. The analysis begins by examining the questions asked by the Optus agent to understand the customer's needs, including their current phone, intended use, desired features, and budget. The assignment then discusses additional questions that could have been asked to further refine the product recommendations. It evaluates the positives and challenges of the online chat communication method, highlighting its convenience versus the potential for impersonal interactions. The core of the assignment focuses on the product recommendation stage, detailing how the agent presented phones based on the customer's specified features and evaluating the features and benefits of the recommended products, including those beyond the customer's initial expectations. The assignment uses references to support its analysis of sales techniques and customer service strategies in the context of online retail.