9643599
Descripción
Test por Antonia Blankenberg, actualizado hace más de 1 año
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Creado por Antonia Blankenberg
hace más de 7 años
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Pregunta 1
Pregunta
When dealing with an angry customer face to face, making no eye contact and
looking away will feel better for you and the customer.
Respuesta
- True
- False
Pregunta 2
Pregunta
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
Respuesta
- True
- False
Pregunta 3
Pregunta
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.
Respuesta
- True
- False
Pregunta 4
Pregunta
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
Respuesta
-
Fiddling
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Eye contact
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Folded arms
Pregunta 5
Pregunta
It's okay to pet a service animal because they're well trained.
Respuesta
- True
- False
Pregunta 6
Pregunta
Besides making sales, what should we strive for first when speaking with a new customer?
Respuesta
-
To make sure they know we’re better than our competitors.
-
To form a connection and ask if they need any help.
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To make sure they have a list of all of our prices.
Pregunta 7
Pregunta
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?
Respuesta
-
Ask someone else to help them.
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Tell them you don't know the way.
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Explain a third time and give up.
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Explain a third time slowly and ask if they'd like it written down.
Pregunta 8
Pregunta
Which of the following can have a negative reaction when dealing with an upset customer?
Respuesta
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Showing empathy towards their complaints
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Allowing them to vent
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Asking them to come back when they've calmed down
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Explaining the best solution for the problem
Pregunta 9
Pregunta
It’s more important to pay attention to new customers than existing customers.
Respuesta
- True
- False
Pregunta 10
Pregunta
When dealing with a customer, you should not:
Respuesta
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Get caught up in an argument
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Use the word "no"
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Give out orders or place blame on the customer
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All of the above
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