Why should you always give the customer your complete attention?
It is professional
Because the customer likes talking
Because you like them
To show that you are listening
Why is it important to make eye contact with a customer?
Because you fancy them
It shows them you are interested
Because it's nice
It is professional
What is important to do when talking to a customer over the phone?
Smile
Speak loudly
Speak really slowly
Have a laugh with the customer
Would I speak clearly and use language that the customer would understand?
Rarely
Often
Always
Sometimes
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Say "sorry I can't help"
Laugh at them
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
10 rings
3 rings
7 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?
Talk over them making excuses
Tell them to 'go away'
Remain calm and listen
Look around and try to get someone else to help
How is the best way to turn up to work?
Smart and business like
In anything that fits
In your old clothes
In your training gear
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
