EBS Trigger Quiz Chapter 5 & 6

Select the examples of non-verbal communication. (You may select more than one answer)

• Warm smile

• Speaking clearly

• Good posture

• Neat haircut

Which image best demonstrates the type of body language that service staff should use when speaking to customers?

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Which of the following are good personal hygiene habits that service staff should practise? (You may select more than one answer)

• Wearing clean clothes daily

• Keeping their nails long

• Showering once a week

• Washing their hands regularly

From a business' perspective, it is important for service staff to be well groomed because ...

• it makes customers think poorly of the business

• it projects a positive image of the company

• it helps service staff members get a job promotion

• it leads to miscommunication with customers

Customer service is what a business does for its customers so that they are _____________________________________.

What happens when a business provides quality customer service? (You may select more than one answer)

• Customers will leave a negative review

• Customers will shop at the business again

• Customers will have a positive experience

• Customers will recommend the business to their friends

Tommy walks into a store and the service staff says "How may I assist you?" What approach has the service staff used?

• Product approach

• Greeting approach

• Service approach

• Quality approach

Which of the following is an example of poor customer service?

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