1) Having slouched shoulders communicates that you are not: a) Tired b) Bored and disinterested c) interested and enthusiastic d) overworked 2) An acronym for remembering the basics of good customer service is: a) LUNCH b) SNACK c) MUNCH d) SMILE 3) Show the customer that you are on his or her side when issues occur by: a) nodding affirmatively b) repeating the problem back c) aligning d) all of the above 4) When a customer is angry, sometimes it is best to just let him or her: a) yell b) listen c) vent d) align 5) A/An _____________ tone of voice will help customers feel confident that you're there to help. a) superior b) monotone c) indifferent d) enthusiastic 6) What is the most appropriate way to deal with an upset customer who is wrong? a) Tell the customer they are wrong. b) Immediately call the manager to handle the situation.  c) Approach the situation as a miscommunication.  d) Let the customer have what they want. 7) Avoid __________ the company when dealing with customers.  a) aligning with b) listening to c) criticizing d) looking glum 8) Bad customer service can: a) drive away customers b) make your job less stressful c) provide equitable solutions d) all of the above 9) What body language or tone of voice can make a customer feel confident?  a) Slouching your shoulders. b) Avoiding eye contact.  c) Having a flat tone of voice.  d) Having a positive tone of voice. 10) Using a calm tone of voice with an angry customer can:  a) escalate the situation b) signal disinterest and boredom  c) help to calm the customer down d) make the customer feel foolish or ignorant

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