Basics of Customer Service (Unit 1 #1)

A positive first impression is based on the

• appearance, behaviour and words.

• character, behaviour, and words.

• appearance, attitude, and words.

• appearance, behaviour, and tone.

Making positive first impressions will lead to positive word of mouth, satisfied customers and

• bulk purchase.

• repeat purchases.

• small purchases.

• no prucahses.

Creating a positive first impression requires the staff to Greet, Eye contact, Empathise, and

• laugh and wave.

• frown and walk away.

• smile and nod.

• angry and stare.

In a retail store, a common behaviour that customer will exhibit is

• browsing around slow and relaxed.

• browsing around fast and anxious.

• searching around slow and relaxed.

• searching around hasty and anxious.

Customer service aimed at meeting the customer's

• needs and expectations.

• wants and expectations.

• needs and hope.

• wants and hope.

Improving competitive edge helps to benefits excellent customer service.

• True.

• False.

Maintaining goodwill and customer loyalty allows company to enjoy

• tax rebate.

• brand recognition.

• holidays.

• tarnished reputation.

Retail staff must observe all personal grooming standards except

• hygiene

• attire.

• brands.

• nails.

Effective communication consists of tone of voice, word used and

• greetings.

• grooming.

• eye contact.

• body language.

Components of body language consists of posture, hands and

• facial expression.

• personal grooming.

• education background.

• personal hygiene.