Customer Relations Quiz Day 2

How do I create a positive organizational image?

(multiple choice)

• State your name, company, and designation clearly while communicating with any customer. 

• Don't be polite and keep your calm at all times when the customer is angry. 

• Keep your tone neutral and formal and remain polite in all your communications. 

• Emphasize your own and your company's worth.

Choose the correct action to maintain courteous communication with customers.

(multiple choice)

• always be welcoming. 

• be genuinely interested. 

• do not say sorry. 

• empathize whenever needed. 

• take it personally.

During the sales process, agents are responsible for _____ different presentations that can influence customers' decisions and their overall perceptions of us as a company.

• 2

• 4

• 3

• 1

By creating _____, agents earn customers' trust and a higher willingness to follow their recommendations.

• non-verbal communication

• Rapport

• personal chat

Why is it important to follow phone etiquette while you speak to a customer?

• Proper phone etiquette shows professionalism, creates a good first impression, and creates customer satisfaction.

• to follow the compliance parameters.

• to avoid warnings and penalties.

Which of the following is considered to identify the customer's special requirement?

• body language

• active listening

• voice & tonality

• none of the above

The psychological need is more about an emotional connection to the product (a request for a window seat just to look out the window and enjoy the view from liftoff to landing).

• True

• False

Agents should avoid the following things:

(multiple choice)

• Misinforming or lying to customers

• Making clients wait longer than necessary

• acknowledging your customer's concerns

• Ignoring customers

Sometimes customers can be difficult, demanding, and downright abusive. They might make unreasonable requests and then become angry when those requests are not met. True or False?

• True

• False

Identify customer expectations while contacting a sales agent.

(multiple choice)

• They look for a personalized experience. 

• They want a free purchase.

• They want you to solve their problems. 

• They want to be listened to.