Identifying _________ helps to encourage your customers to share information about themselves and their visual needs.

• the final purchase

• customer profiles

• customer needs

• delivery arrangements

Maintaining a high level of _____________________ is essential in offering customers the best product and services for their visual needs.

• product knowledge

• available products

• customer participation

• customer interaction

When organisations collect and record feedback from customers through questionnaires, surveys and/or complaints registers, they should be interested in both, ______________________ feedback.

• positive and negative

• realistic and current

• team and individual

• postive and immediate

Identifying a customer's particular needs or concerns involves

• team meetings and instructions

• demonstrating product's benefits and features

• complying to the practice's policies

• active listening and questioning

_______________________ must be sought continuously and on a regular basis for quality management processes to be continually reviewed and improved upon.

• Product feedback

• Personnel feedback

• Customer feedback

• Workflow analysis

When some of the customer’s needs have already been identified by the optometrist, it is important then to continue ___________________ with the customer and build on the product and discuss alternatives if necessary.

• with what's the latest offers

• the conversation

• from the beginning

• with payment options

When offering advice to customers regarding products and services, you need to comply with both the practice's established ____________________ and also with current consumer legislation.

• policies, procedures and guidelines

• none of these

• procedures and product specifications

• consumer data base

Providing an after sale service such as free adjustments or cleaning can also be seen as an aspect of ____________________ provided by the practice.

• customer delivery

• promotional information

• complementary service

• selling techniques

Adding complementary items to the customer's 'shopping list' needs to be done with a good understanding of what the customer;

• will find an unexpected surprise

• needs

• wishes for

• is willing to pay for

It is suggested when solving problems that some basic steps should be followed. Which is NOT one of the suggested steps;

• question

• listen

• 
  

  think

• interrupt