HSC Unit 13 Strategies to Build Rapport

When speaking to a customer, the customer service agent should use a ___________ tone.

• loud

• quiet

• friendly

• harsh

Which of the following is NOT a technique of rapport building?

• Maintain eye contact

• Nodding in agreement

• Leaning forward at a comfortable distance

• Wait for customers to approach and ask for help

Which of the following indicates that you have successfully build rapport with your customer? (You may select more than one answer)

• customer is engaged on his mobile phone

• customer displays positive body language such as returning smiles

• customer responds well to your enquiry

• customer asks for private time to do his own shopping

If you speak too fast to your customer, they may infer that you are _________.

• nervous

• impatient

• busy

• sincere

Which of the following builds rapport towards the end of customer interaction? (You may select more than one answer)

• Ask the customer to come back

• Inform about post-sales service such as warranty

• Thank the customer for the interest

• Carry on with your routine and let customer walk out on his own

Differentiate excellent service from good service by _________.

• being nice to customers

• going the extra mile

• training up your professional competence

• giving out complimentary gifts

A service professional _____________ the company during the crucial first encounter with the customer.

• represents

• supports

• assists

• is independent of

Building rapport is making the first, and often lasting _________ on customers.

• image

• idea

• impression

• service