Effective Communication With The Customer
This quiz is intended as a review over the presentation materials to reinforce the main points.
- 1.TRUE or FALSE: It's NOT important to smile when you're on the phone or in front of a customer.
- A.
True
- B.
False
- 2.If you work at one of the store locations, you should:
- A.
Look professional and wear your favorite sports team logos.
- B.
Look professional and wear competitor's logos.
- C.
Look professional and wear your uniform with company logos.
- D.
Don't worry about the way you look because it doesn't really make a difference.
- 3.When a customer enters the store, you should:
- A.
Assume someone else is going to greet him or her
- B.
Greet the customer and be genuinely glad to see him or her
- C.
Finish your task then greet the customer
- D.
Ignore the customer completely
- 4.If a customer is upset, you should:
- A.
Remain calm and polite--try to be a problem solver
- B.
Pass the buck and assume someone else will take care of it
- C.
Take it personally and let him or her know how frustrated you are
- D.
Don't say anything; cross your arms and roll your eyes
- 5.The main goal is:
- A.
Everything you do should be aimed at making the customer feel special and appreciated.
- B.
Some things you do should be aimed at making the customer feel special and appreciated.
- C.
Nothing you do should be aimed at making the customer feel special and appreciated.
- D.
Does not apply. Making the customer feel special and appreciated is someone else's responsibility.
- 6.How often should you thank a customer for their business?
- A.
Don't worry about it--customers know we appreciate them.
- B.
Every now and then
- C.
Once in a blue moon
- D.
Every time...be genuine
- 7.TRUE or FALSE: Each of our responsibilities at some point touches the customer.
- A.
True
- B.
False
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