Basics of Customer Services: Unit 1

What is the primary benefit of making a positive first impression?

• Higher employee turnover

• Increased customer complaints

• Negative word of mouth

• Satisfied customers

Which of the following is NOT a way to create a positive first impression?

• Greet the customer

• Start a conversation

• Smile and nod

• Ignore the customer

What is a key component of body language?

• Posture

• Tone of voice

• Clothing style

• Written communication

How can excellent customer service benefit a business?

• Increases competitive edge

• Limits customer interaction

• Reduces product selection

• Decreases customer loyalty

What should you do to establish eye contact?

• Stare at the customer

• Maintain eye contact

• Avoid looking at the customer

• Look at the floor

Which of the following is an example of a positive greeting?

• Hi there, feel free to check out our latest promotions.

• Can I help you?

• What do you want?

• Why are you here?

What does maintaining goodwill lead to?

• Less customer interaction

• Improved customer loyalty

• Increased customer complaints

• Higher prices

What is the impact of personal grooming on professional image?

• It makes customers uncomfortable

• It decreases store profitability

• It creates trust and credibility

• It has no impact

Which behavior indicates a customer is browsing slowly?

• Slow and relaxed movements

• Rushing through the store

• Hasty and anxious movements

• Looking at their phone

What is a recommended way to respond to a customer?

• Avoid eye contact

• Speak in a low voice

• Be prepared to respond accordingly

• Ignore their questions