Basics of Customer Service (HBL #1)

The initial opinion customer form about the retail assistant based on appearance, behavior and words is known as first

• impression.

• understanding.

• likeness.

• image.

When customers enjoy their shopping experience of which the service provided by the retail assistant, it is highly likely that they will do repeat

• feedback.

• purchase.

• buying.

• visit.

Customers tend to share their favorable shopping experiences with their family and friends which leads to more customers coming to the store. This is known as positive

• shopping experiences.

• customer satisfaction.

• word of mouth recommendations.

• customer's feedbacks.

When a customer first step into the retail store, the retail assistant near the entrance should welcome the customer by

• smiling.

• staring.

• waving.

• greeting.

The image shows one of the components of body language known as

• expressions

• gestures.

• posture.

• grooming.

It is encourage for retail assistant to understand and share the feeling, thoughts or perspectives of the customer which is known as

• empathize.

• care.

• acknowledge.

• sympathy.

Maintaining goodwill and customer loyalty will allow retail companies to enjoy

• poor reputation.

• brand recognition.

• lesser customers.

• free promotion.

The organizational values, beliefs, and behaviors that prioritize and emphasize the delivery of exceptional customer service is known as

• company culture.

• staff culture.

• customer culture.

• service culture.

A retail company that placed the customer at the center of all their business decision and processes is known as

• customer-centric.

• profit-centric.

• employee-centric.

• company-centric.

The image shows which department in a retail company belongs to?

• Finance.

• Sales and Marketing.

• Human Resources.

• Public Relations.