9643599
Descrição
Quiz por Antonia Blankenberg, atualizado more than 1 year ago
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Criado por Antonia Blankenberg
mais de 7 anos atrás
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Questão 1
Questão
When dealing with an angry customer face to face, making no eye contact and
looking away will feel better for you and the customer.
Responda
- True
- False
Questão 2
Questão
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
Responda
- True
- False
Questão 3
Questão
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.
Responda
- True
- False
Questão 4
Questão
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
Responda
-
Fiddling
-
Eye contact
-
Folded arms
Questão 5
Questão
It's okay to pet a service animal because they're well trained.
Responda
- True
- False
Questão 6
Questão
Besides making sales, what should we strive for first when speaking with a new customer?
Responda
-
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.
Questão 7
Questão
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?
Responda
-
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.
Questão 8
Questão
Which of the following can have a negative reaction when dealing with an upset customer?
Responda
-
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
Questão 9
Questão
It’s more important to pay attention to new customers than existing customers.
Responda
- True
- False
Questão 10
Questão
When dealing with a customer, you should not:
Responda
-
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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