Chapter 1: Customers

What are the four main customers in a business services environment?

• Internal, external, new and old

• Internal, external, good and bad

• Internal, external, repeat and old

• Internal, external, new and repeat

What is a result of good internal customer service?

• Increased overseas sales

• More consumers buying goods

• Increased worker satisfaction and morale

• More people get to know about the business

Why do some customers have special needs?

• They take time processing information

• They want a product in a different colour

• They take longer to make up their minds

• They may give negative feedback resulting in less sales

What is the name given for a desire for a product?

• Expectation

• Loyalty

• Need

• Preference

Whose job is it to provide sound advice on available options?

• Customer

• Manager

• Owner

• Salesperson

What does active listening include?

• Walking whilst you're listenig

• Paraphrasing what the customer says

• Interrupting the customer to clarify a point

• Making assumptions of what the customer wants

What type of question requires a one word answer?

• Closed

• Good

• Open

• Reflective

What % of the impact of communication comes from non-verbal clues?

• 55

• 65

• 75

• 85

what is not an example of non-verbal communication?

• Posture

• Good grammar

• Body movement

• Facial expressions

What does a good relationship with a customer begin and end with?

• Satisfactory prices

• Long opening hours

• Good communication

• Satisfaction of customer needs