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?
Because it's nice
It is professional
It shows them you are interested
Because you fancy them
What is important to do when talking to a customer over the phone?
Speak loudly
Smile
Speak really slowly
Have a laugh with the customer
Would I speak clearly and use language that the customer would understand?
Rarely
Always
Often
Sometimes
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Suggest alternatives in store
Laugh at them
Say "sorry I can't help"
Send them to the shop down the street
If the phone rings at work in how many rings should you answer it in?
5 rings
7 rings
3 rings
10 rings
What would you do if a mistake has been made?
Say "it's not my problem"
Ignore the customer
Laugh
Apologise
When a customer is complaining, what would you do?
Tell them to 'go away'
Remain calm and listen
Look around and try to get someone else to help
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?
A waste of valuable time
At least is gives you a chance to talk to the customers
An opportunity to improve service
As a pain in the backside
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
