9643599
Description
Quiz by Antonia Blankenberg, updated more than 1 year ago
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Created by Antonia Blankenberg
over 7 years ago
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Question 1
Question
When dealing with an angry customer face to face, making no eye contact and
looking away will feel better for you and the customer.
Answer
- True
- False
Question 2
Question
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
Answer
- True
- False
Question 3
Question
After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.
Answer
- True
- False
Question 4
Question
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
Answer
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Fiddling
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Eye contact
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Folded arms
Question 5
Question
It's okay to pet a service animal because they're well trained.
Answer
- True
- False
Question 6
Question
Besides making sales, what should we strive for first when speaking with a new customer?
Answer
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To make sure they know we’re better than our competitors.
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To form a connection and ask if they need any help.
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To make sure they have a list of all of our prices.
Question 7
Question
A customer with hearing loss asks you for directions to a local church. You give the directions twice but they can't hear you. What do you do?
Answer
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Ask someone else to help them.
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Tell them you don't know the way.
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Explain a third time and give up.
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Explain a third time slowly and ask if they'd like it written down.
Question 8
Question
Which of the following can have a negative reaction when dealing with an upset customer?
Answer
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Showing empathy towards their complaints
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Allowing them to vent
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Asking them to come back when they've calmed down
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Explaining the best solution for the problem
Question 9
Question
It’s more important to pay attention to new customers than existing customers.
Answer
- True
- False
Question 10
Question
When dealing with a customer, you should not:
Answer
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Get caught up in an argument
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Use the word "no"
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Give out orders or place blame on the customer
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All of the above
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