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