Rise Up Customer Service and Sales - Section 1 and 2 Review

Discuss the different problem-solving techniques that can be used in customer service.

• Anger management, technical skills, time management

• Active listening, empathy, effective communication, patience, creativity, and conflict resolution skills are some problem-solving techniques used in customer service.

These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.

• Innovative / trend buyers

• Impulse buyers

• Recreational shoppers

• Comparison shoppers

Which of the following is the term for behavior influences that come from a customer's own needs?

• External commercial cues

• External social cues

• Internal physical cues

• Retailer cues

Which of the following is a standard term that describes the audience of retail stores - that is, the people who will buy things from the store?

• Manufacturers

• Wholesalers

• Buyers

• Customers

Which of the following terms best describes a grower of potatoes?

• Manufacturer

• Wholesalers

• Distribution Center

• Retailer

Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?

• Manufacturers

• Wholesalers

• Distribution Center

• Retailer

Which of the following is a term for physical goods that are bought and sold?

• Sales

• Products

• Pricing

• Services

Which of the following is the best way to demonstrate that you have understood a customer?

• Restate and summarize their needs

• Ask the customer to repeat what they said

• Restate the customer's exact words

• Ask the customer a follow-up question

Explain the role of effective communication skills in customer service.

• Effective communication skills play a vital role in customer service by enabling clear understanding, active listening, empathy, problem-solving, trust-building, satisfaction enhancement, and conflict resolution.

• Effective communication skills only focus on speaking, not listening

• Effective communication skills are not important in customer service

• Effective communication skills do not impact customer satisfaction

Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products and services?

• Brand promise

• Positive feeling

• Company culture

• Company brand