ActivEngage CS Review Activity

A Customer is: A party or person that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers.

• True

• False

What are the Three Key Elements Of Customer Service? (Select all that apply)

• Expand Your Definition of Service

• Knowing who your customers are

• Develop a Customer Friendly Approach

• All of the above

Which is NOT a characteristic of Excellent Customer Service?

• Listening to the customer​

• Professional Staff

• Transferring the customer to your manager

• Realizing the customer’s needs and tailoring the products/services to meet those needs

Which step of the sale allows you to get more information on specifics for a customer?

• Sharing Information

• Needs Analysis/Clarifying questions

• Vehicle Delivery

• Contact Request

The two critical qualities to the “Customer Friendly Approach” are? (Select all that apply)

• Showing Empathy

• Building Relationships

• Positive Dialogues/Communications

• Being Enthusiastic

What are the elements of communication when handling chats? (Select all that apply)

• Listening

• Reading

• Questioning

• Writing

Which step of the sale is the most crucial for a follow up to be possible?

• Contact information

• Meet & Greet

• Needs Analysis

• Sharing information/vehicle presentation

What are the most common barriers to communication? (Select all that apply)

• Prior Knowledge

• Emotional Carryover

• Distractions

• Taking notes

After confirming the customer's last name, which is the next step of the sale?

• Asking for email address

• Setting Expectations

• Asking purchase related question

• Asking for phone number

What are some terms/words we must used when sharing information with sufficient wiggle room? (Select all that apply)

• Currently

• In my system

• However

• Allow me to confirm