Customer Service Skill

A customer approaches John, a store
employee. John demonstrates that he is
actively listening to the customer by

• using eye contact.

• asking clarifying questions.

• nodding occassionally

• doing all of the above

To provide good customer service, Allie, a
clothing salesperson, should

• wait until the customer asks for help

• follow the customer around the store

• greet the customer, introduce herself,
  and ask if the customer needs help.

• do all of the above.

A customer wants to return a broken item.
Ravi, a store employee, responds with

• “It is your fault it broke.”

• “I will give you a full refund. Our
  store’s merchandise breaks often.”

• “I understand your frustration. Let me
  obtain some information from you, and
  let’s see what we can do about it.”

• “I am not authorized to refund used
  products, but I’ll make an exception.”

An upset customer yells at Marcus, a store
employee. Marcus correctly

• remains calm and professional

• yells back at the customer.

• laughs at the customer.

• asks the customer to leave

Anna works at a computer help desk. She
carefully listens to each customer without
interrupting so she can

• learn about the customer’s needs

• show respect for the customer

• avoid jumping to the wrong conclusion

• do all of the above.

An effective and appropriate way of using
nonverbal communication while providing
customer service is

• standing extremely close to the
  customer.

• smiling and making eye contact

• looking at the floor.

• touching the customer’s arm.

The best way for Maria to introduce herself
to customers is by saying

• “Good morning, honey. I am Maria.”

• “Good morning. I am Maria.”

• “Hi. What’s up? I am Maria.”

• “Good morning. What’s your name?”

Kaia, an airline customer service agent,
answers telephone calls from customers.
The first thing Kaia does is

• greet the customer and introduce
  herself by name.

• try to solve the customer’s problem.

• determine where the customer lives.

• place the customer on hold.