RTW: Verbal Communication- Sec 3

What is one defining factor between companies that find success and those that fail?

• Customer service

• Employee discounts

• Product placement

• None of the above

Which of the below is a popular customer service model?

• NAPPA

• KAPPA

• CAPPA

• FAPPA

What is one of the first steps you should take in order to provide good customer

service?

• Practice your smile

• Plan the perfect outfit

• Know the products and services you sell

• Always compliment the customer

Which of the following strategies is featured in a popular customer service model?

• Know the products

• Positive language

• Persuasion

• All of the above

How do your listening skills affect customer service?

• Tests the customer’s product knowledge

• Helps identify the customer’s needs

• Makes the customer feel undervalued

• Emphasizes the “company is always right” policy

How should you handle customers who are inconsolable?

• Walk off without attempting to hear their issue

• Let them know the store doesn’t need their business

• Remain positive and empathize with the customer

• None of the above

Which of the following model constructs will most likely help you deal with an irate

customer?

• Acting skills

• Know products and services

• Close-ended questions

• Negative body language

Which model construct will most likely help you up-sale the customer on a promotional

item?

• Process method

• Leading questions

• Follow-up

• Persuasion