What is a result of good internal customer service?

Why do some customers have special needs?

What is the name given for a desire for a product?

Whose job is it to provide sound advice on available options?

What does active listening include?

What type of question requires a one word answer?

What % of the impact of communication comes from non-verbal clues?

what is not an example of non-verbal communication?

What does a good relationship with a customer begin and end with?

What may be complimentary in one cultural circumstance and offensive in another?

What is not a benefit of written communication?

If another line rings while you are talking to a customer on the phone, what should you do?

What should you do at the end of a phone conversation?

What is not an advantage of using electronic communication?

Which of the following is good communication skill?

External customers provide the income for the business.

It is cheaper to advertise for a new customer than it is to entice a repeat customer to come back again

Special needs customers have no difficulty communicating with staff.

A person with little English is a special need customer.

A product can be changed for special needs customers.

A customer's preference is their need for a product.

A customer usually has expectations of the quality of a product.

Good service is an expectation of the customer.

Active listening does not build rapport with a customer.

Active listening involves asking a lot of closed questions.

Effective communication creates an image of the business.

Communication only includes verbal and written communication.

It is important to maintain eye contact when speaking to a customer.

Facial expressions convey a lot of meaning.

Crossing your arms indicates involvement in a conversation.

In all cultures, it is appropriate to shake a women's hand.

The type of clothing worn conveys clues about personality.

Emails are an example of written communication.

A face-to-face conversation is the most effective form of communication.

Inflection in your voice indicates enthusiasm.

Talking about one customer to another customer is acceptable practice.

It is important to show sympathy to an angry caller.

Always make sure you have the correct contact details before hanging up the phone.

Using emails to communicate makes it easy for anyone anywhere in the world to read it at the same time.