Scenario 5. Joana, a recent college graduate who has an account with your bank, wants to discuss whether she should or should not buy her first car. Joana used to be in the food service industry and has a strong opinion about what she believes is good customer service. She makes comments to you, like Are you sure you are supposed to be doing that? and Are you new here?

Questions: List three things about Joana that you will need to get more information about before being able to help her in making an educated decision. Based on the questions that you listed, what are 2 possible customer profiles that would support different recommendations for Joana?

What are the recommendations for each profile? Joana would like to understand more about the monthly payment associated with a car loan. What do you tell her?