When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
Fiddling
Eye contact
Folded arms
It's okay to pet a service animal because they're well trained.
Besides making sales, what should we strive for first when speaking with a new customer?
To make sure they know we’re better than our competitors.
To form a connection and ask if they need any help.
To make sure they have a list of all of our prices.
A customer with hearing loss asks you for directions to a local church. You give the directions twice but they can't hear you. What do you do?
Ask someone else to help them.
Tell them you don't know the way.
Explain a third time and give up.
Explain a third time slowly and ask if they'd like it written down.
Which of the following can have a negative reaction when dealing with an upset customer?
Showing empathy towards their complaints
Allowing them to vent
Asking them to come back when they've calmed down
Explaining the best solution for the problem
It’s more important to pay attention to new customers than existing customers.
When dealing with a customer, you should not:
Get caught up in an argument
Use the word "no"
Give out orders or place blame on the customer
All of the above
