Identifying Customer Needs

Select 3 (three) Effective Communication Skills

• Asking Questions

• Ignoring others

• Active listening

• Positive Body Language

There are 2 (two) types of questioning. Write them here.

(a)  

Select the 3 (three) open-ended questions

• How do you feel about our customer service?

• Are you happy with your experience with us?

• How would you describe your experience with us?

• How can we help you find what you are looking for?

When getting priorities right, you must respond quickly or rushed?

(a)  

Which are 3 (three) skills using effective Active Listening?

• Listen carefully

• Think about what the person is saying

• Tell them what you think

• Asking questions

Which 3 (three) are appropriate body language?

• Maintain a healthy level of eye contact

• Fold your arms

• Keep your arms to your sides

• Maintain an upright and open posture

When dealing with customers we must Get the Priorities Right.

Complete this saying: First in, first...

• Served
• Dressed

What are the 4 (four) tips for greeting a customer?

• Smile with a greeting

• Finish what you doing then greet the customer

• Ask the customer questions

• Show, do not tell

• Stop what you are doing then greet the customer

When speaking to customers remember to change your voice.

Select 4 (four) ways to change your voice appropriately.

• Volume

• Rate

• Pitch

• Slang

• Emphasis

Which 1 (one) is a helpful and positive phrases?

• We don't do that here

• I can certainly investigate that for you