What is CRM?

• Client Relationship Management

• Credit Ratio Management

• Customer Retention Management

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

• smile and shake their hand

• tell the customer how you feel today

• thank them for the communication

• multitask and ask them to repeat

When dealing with difficult customers we should always

• Interrupt

• get angry

• offer solutions

• worry about the next call/visit

Good Customer Service is essential to your Company's mission and value.

• True

• False

The key to building customer relationship is to create superior customer value and satisfaction.

• True

• False

The most productive day in a workweek is

• Tuesday

• Wednesday

• Thursday

• Friday

Communication is defined as: the exchange of information, feelings, thoughts, or ideas.

• True

• False

Communication involves conveying a message from one person to another through:

• Writing

• Speech

• Tone of voice

• All of the above

Effective communication involves:

• Speaking

• Listening

• Facial expressions

• All of the above

Examples of effective listening skills include:

• eye contact

• facing the person who's speaking

• asking questions

• All of the above