第三階段

　　Addresses underlying needs 注意到潛在需求

　　第四階段

　　Serves long term interests 服務于長期利益

　　Keeps customers up to date and informed. Acts promptly to ensure customer problems are resolved. Understands that each customer is different. Delivers what is expected, not what they think the customer wants or needs. 及時與客戶溝通， 快速反應， 保證客戶的問題被解決。明白每個客戶不盡相同。按客戶的期望提供服務， 而不是自己認為客戶需要什么就提供什么。（備注： 當你強調(diào)自己為客戶快速服務的時候， 別忘了： 這是最起碼的要求?。?/p>

　　Thinks about the customer when undertaking day-to-day work. Questions “how is this adding value for the customer?” Makes decisions with the customer in mind. Takes pride in delivering a high quality product or service. 在日常工作中為客戶著想。經(jīng)常思考： “這件事情， 如何能幫助這個客戶有所提高？”做決策的時候， 心中想著客戶。以提供高質(zhì)量產(chǎn)品和服務為榮。

　　Takes time to question and understand the real, underlying needs of customers, beyond those initially expressed. Establishes systems to collect customer feedback. 專門安排時間質(zhì)詢并了解客戶真正的、 潛在的需求， 而不僅僅是客戶表達出來的需求。建立能有效收集客戶反饋的制度。（備注： 你專門安排時間進行思考了嗎？還是每天忙于各種細節(jié)？）

　　Always works closely with customers, developing an independent view of their needs and acting in their long-term interest. Moves customer thinking forward, helping them understand issues beyond their day-to-day work. 向來與客戶緊密合作， 對客戶的需求有獨到見解， 為他們的長遠利益著想。推動客戶進步， 幫助客戶跳出日常工作的窠臼， 看到關鍵問題。（備注： 你跳出日常工作的窠臼了嗎？還是每天做同樣的事情？）

　　Warning signs: 令面試官“惡”的行為

　　Positive indicators: 令面試官“好”的行為

　　* Sets aside thinking time to come up with more creative ideas for getting things done. Is willing to be different. 專門預留思考時間， 以想出更創(chuàng)新的好主意。樂于與眾不同。

　　* Responds to new ideas by discussing why they might work instead of telling others why they won’t work. 遇到新觀點時， 以“如何能使之可被執(zhí)行”的心態(tài)進行討論， 而不是告訴別人不可行。

　　* Asks colleagues to identify key factors that hinder performance and alternative ways to achieve results， and use these to plan improvements. 主動請同事分析影響自己工作效果的原因， 有什么別的辦法能把事情做得更好， 使用同事的建議來計劃自己的改進方案。

　　* In preparing for meetings or presentations, anticipates problems and criticisms that others might raise so as to be ready to address them.在準備會議和陳述的時候， 預測別人可能會提出哪些問題和批評， 并提前想好對策。

　　* Understands the conditions for effective partnership working: shared goal setting; knowledge sharing/ networking. 理解有效的伙伴關系必須建立在雙贏合作的基礎上： 目標一致、 共享知識與關系網(wǎng)。（備注： 讓別人幫助你的最好辦法， 就是和他成為你的合作伙伴。）

　　* Brings the team together regularly to discuss ways of working together more effectively. 定期開會， 討論如何更有效工作。