1) Why is customer interaction important? a) Improves our selling ratio and customer retention b) Increases the chance of getting referrals c) It gives customers a great experience d) It doesn't make a difference e) It creates a connection between the agent and the customer 2) Using the customer's name when addressing them is probably going to? a) Increase your chances of making sales since people like to get referred by their name b) Decreases your chances of making sales because people don't like to get referred by their name c) Makes the customer feel disrespected d) It doesn't make a difference 3) Providing a higher level of service than what the customer is used to receiving from other businesses: a) will negatively impact your sales and make the customer uncomfortable b) makes no difference in your level of success with sales c) may make them feel uncomfortable, but it will help your production d) should be given until the customer requests it 4) If a customer wishes to file a complaint: a) Provide them with the website complaint link to fill out b) Have them right it down on a blank piece of paper c) Tell them we don't accept complaints d) Provide them with the complaint form and send it to management 5) Showing gratitude by greeting the customers nicely when they enter the store and thanking them when they leave is important because? a) They will most likely forget you b) It can increase the chance of customers coming back c) It will make customers feel valued and appreciated d) They will most likely refer you to other people 6) When building a relationship, you must: a) Maintain appropriate eye contact b) Ask open-ended questions c) Hide behind the computer d) Keep a positive body language e) Move away any distracting objects from the desk 7) Once the customer is sitting down, it is a good time to direct your attention to: a) Your coworker and asking them what to do next b) The computer and entering their information c) The paperwork you need to complete from the last customer d) The customer and building a relationship 8) Why should we stand and greet customers when entering the store? a) So they won't get confused about who will be helping them b) So they feel welcome and guided c) Don't need to greet customers d) Both A & B 9) A good way to get the customer to sit down is to: a) Tell them "Sit down" b) Tell them "Feel free to have a seat" c) Inform them "You can have a seat if you would like" d) Say nothing because they will figure it out 10) You should not ask the customer "Have you gotten any other quotes from any other stores?" because: a) It could encourage the customer to shop around b) It helps you to identify the price you must beat c) Customer will know we can negotiate their price d) None of the above 11) If a customer walks into the store and they are confused about who to approach, it means the agent: a) Did not stand up and greet customer b) Is shy and doesn't want to speak c) Doesn't want to help d) None of the above 12) How should we react with an aggressive and rude customer? a) Keep calm and use an empathetic tone b) Don't take it personal. Don't act defensive. c) Act the same way the customer is acting with you d) Call manager for help if you can’t resolve the situation or if the customer continues to be rude e) Ignore the customer

Customers Interaction

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