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