Hornet Bank Fall Review

1. The ____________________ is the central banking system of the United States of America. T

• Federal Reserve System

• Central Bank

• Main Bank

• World Bank

A good _______________ is essential to a business when providing customer service.

• speaking voice

• attitude

• first impression

• hair style

When greeting a customer you should always............

• smile and shake their hand

• tell the customer how you feel today

• have open body language

• multitask and ask them to repeat

How do you handle a difficult customer who comes into the store for help?

• Pass off the customer onto other TSI student

• Hear customer out, calm customer and resolve situation

• Be disrespectful back to the customer

• Avoid interacting with the customer

Exceeding customer expectations which leaves the customer feeling valued is an example of? 

• Exceptional Customer Service
• Good Customer Service
• Satisfactory Customer Service
• Poor Customer Service 

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave

Demonstrating that you fully understood the customer's concerns by summarizing their issue back to them shows what?

• Patience

• Empathy

• Active listening

• Problem solver

Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.

• True
• False

Why is Great Customer Service Important?

• The customer is happy.
• You experience less grief from the costumer
• Stress levels are down.
• All of them

Budgeting is crucial to your financial success.

• True
• False