Why should you always give the customer your complete attention?
Because the customer likes talking
Because you like them
It is professional
To show that you are listening
Why is it important to make eye contact with a customer?
It shows them you are interested
It is professional
Because it's nice
Because you fancy them
What is important to do when talking to a customer over the phone?
Have a laugh with the customer
Speak loudly
Smile
Speak really slowly
Would I speak clearly and use language that the customer would understand?
Sometimes
Always
Often
Rarely
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Send them to the shop down the street
Suggest alternatives in store
Laugh at them
Say "sorry I can't help"
If the phone rings at work in how many rings should you answer it in?
7 rings
3 rings
5 rings
10 rings
What would you do if a mistake has been made?
Laugh
Say "it's not my problem"
Ignore the customer
Apologise
When a customer is complaining, what would you do?
Tell them to 'go away'
Talk over them making excuses
Look around and try to get someone else to help
Remain calm and listen
How is the best way to turn up to work?
In your training gear
In anything that fits
In your old clothes
Smart and business like
How would you view customer complaints?
An opportunity to improve service
A waste of valuable time
At least is gives you a chance to talk to the customers
As a pain in the backside
