Later in the day at the grocery store a customer comes in and starts...
A customer calls and ask an associate to search for an item. The...
You come into work and see some rubbish near the front door. You...
We should make sure to show great tenacity and willingness to do what...
A short and slender man in his mid-30's is having difficulty finding...
When you look professional, you will act professionally.
Good customer service always involves...
When customers call to get support resolving queries, the...
To understand customers, you need to get close to them, stay tuned in...
When a customer complains you should always...
Time Management SkillsDo not waste time trying to solve a problem you...
An effective way to approach a problem is:
You are talking to a customer over the phone, they are explaining a...
Your colleague is complaining about the team's Supervisor in front...
If you had a customer who had a problem or query, what might you do to...
Two passengers are arguing that they have the same seat on an airplane...
When listening actively, affirm to show the customer that you:
A supervisor may criticize an employee in order to:
A customer is waiting for a new sofa to be delivered. The delivery was...
A customer calls a drugstore to inquire if a prescription is ready....
Which of the following is an excellent customer service practice?
If you where unable to answer the customer's question, query or...
Customer loyalty is an emotional tie of trust.
An associate tells a customer to pick up their store assembled bicycle...
Satisfied customers are usually loyal customers.
When working on a team it is important to:
If you are uncertain how to dress, stay on the conservative side.
You are working at the grocery store as a cashier. As you are...
A customer arrives to pick up a stereo from the repair...
Which of the following phrases shows excellent customer service?
An external customer ________________________ while an internal...
When having a disagreement, I typically:
At the tail end of Saturday morning of errands, I leave my husband and...
When listening actively, empathize to show the customer that you:
Customer satisfaction is a step_____________________ customer service.
An associate notices a customer checking the price tags on various...
While returning from a lunch break, an associate is approached...
When making eye contact with a customer, the first thing you should do...
Another important Customer Service Quality is the ability to use...
Communication is a give and take process. As a speaker it is your job...
A customer enters the store with a dog. Animals are not allowed...
A cashier notices that the line of customers waiting to check out is...
What might give a customer a positive impression of yourself?
A Customer Service Representative in the credit services department...
What is the maximum amout of times that the phone should ring before...
You are working at a grocery store in the deli. Every Sunday afternoon...
An associate has read the following safety information in a product...
An associate in an electronics store is helping a customer, with a...
A customer is scheduled for a facial at 4:00PM. The customer appears...
A customer returns a laptop computer and explains that one of the...
A customer in a sunglass store would like some help buying a new pair...
A sales associate in a jewelry store is showing a watch to a customer...
Red rules are
Closed questions are used to _____________________
A child runs into a pet shop and goes over to the cage of an $800.00...
A customer wants her grocery store to carry a new item. She asked a...
An irate customer enters an auto parts store to return the car starter...
When a misunderstanding happens with a customer you should:
An employee of a small company has duties include answering phones and...
The manager tells a new receptionist to come to work tomorrow dressed...
A sales associate at a nursery is working with a couple to choose...
A couple enters a store an approaches an associate about buying a...
Two employees are talking while they stock shelves with hosiery....
Your friend/co-worker starts to get on your nerves. What would be your...
A customer is looking at televisions. What is the best question for...
A difficult customer is...
An associate takes a call from an upset customer who received an...
As an administrative assistant, you have been training Mrs. W., who is...
When conversing with a person who takes forever to get to the point:
A customer returns an unused fax machine to an associate at the...
There are times when it is in the best interest of the customer not to...
What sort of questions might you be able to ask customers?
A sales associate was trained in a selected line for young...
An associate is reassigned from a small suburban work site to a busy...
A customer's child slips and falls in a hotel lobby. The child gets a...
A patient calls your facility for the results of his blood test. He is...
Which of the following statements is true?
It is important to make eye contact with a customer because?
Selling yourself means bragging on your accomplishments and your...
Working in the pharmacy at the grocery store, a woman comes in to fill...
When it comes to conflict:
Two inexperienced employees are assigned to work with you on an...
A customer calls a banking center to report that the ATM fees on his...
The telephone rings while a customer service associate is helping an...
When learning a new job, it is important to:
When a customer enters a busines the employees should do which of the...
If you only ever answer the telephone after 6 or 7 rings, what message...
What message may a customer receive if you consistently answer the...
Surveys suggest that most customers evaluate or rate the service that...
A customer buys eight $2.99 candy bars on sale for $.99. The...
A store chain advertises a special on air conditioners with limited...
A customer continues to seek services at your facility for a while....
What are some examples of objective measurements or concrete...
Face to Face, what per cent of communication is the words used?
When dealing with a difficult customer it is important to...
A toy store is running a promotion. Customers who spend more...
Customers are not always right, but they are...
A customer comes to a store to pick up patio furniture that has been...
When a misunderstanding happens with a co-worker you should:
In face-to-face communications, ________ per cent of the communication...
What are the key reasons for customer dissatisfaction?
A customer wants a golf bag with special features. An associate bring...
Customer service is one aspect of Robinson Realty we always seek to...
As an employee in customer service, how would you learn your business?...
A cashier works the express checkout register. A large sign says the...
The "moment of truth" is that moment when you come into contact with a...
In face-to-face communications, _______ per cent of the communication...
What might give a customer a negative impression of you or the...
Giving great customer service is a matter of doing