WorksheetsYN APRIL GAME
Total questions: 15
Worksheet time: 8mins
1.以下那一项是接电话后我们必须做的?
Which of the following is what we have to do after answering the phone?
A.直接交谈 / Talk directly
B.主动说出品牌和自己名字 / Take the initiative to say the brand and your own name
2.与顾客对话时一定要使用礼貌用语，比如：Use polite language when speaking to customers, such as:
A.你叫什么名，可不可以，不懂，有可能 / What's your name? Can? Don't understand, Maybe
B.请问，谢谢，不好意思 / Excuse me, Thank you, I'm sorry
3.以下那一项是我们对顾客讲解的专业需求？Which of the following is our professional need for customer explanation?
A.疗程，效果，治理的好处 / Treatment, Result, Benefits of governance
B.员工，环境 / Staff, Environment
4.以下那一项是预约完成后，我们必须和顾客重覆？Which of the following is we need and must remind customer after the appointment is completed?
A. 提醒带IC, 其它记得就说(看情况) / Remind to bring along IC for registration, others if remember
B. 提醒带IC,预约日期/ 时间/地点
Remind to bring along IC for registration, Date & Time, Location
5.顾客寻找不到我们的分店，Csc必须做些什么？What must Csc do if customers can't find our stores?
A.让顾客自己寻找 / Let the customer look for themselves
B.给顾客明确的指引，让她快速找到分店位置 / Give customer clear guidance so that she can quickly find the our branch location
6. 以下那一项是新顾客或旧顾客到达我们的分店，我们必须做的事项？Which of the following is what we have to do when new or old customers arrive at our branch?
A.各自忙着手上的工作 / All busy with their work
B.展示亲切的笑容, 与顾客有眼神交流 / Show a warm smile and make eye contact with the customer
7.新顾客或旧顾客到达我们的分店，我们必须做和说些什么？What do we have to do and say when new or old customers arrive at our branch?
A.坐着向顾客打招呼，再问你找哪个顾问 / Sit and say hello to the customer and ask which consultant do you find?
B.起身给予热情的问候 / Get up and give warm greetings
8.熟顾客上门，我们应该？Existing customers come to the door, what should we do?
A. 站起来微笑和问候 / Stand up, smile and greet
B. 站起来微笑和问候,并礼貌的称呼顾客名字 / Stand up, smile and greet, and politely address the customer by name
9.以下那一项是新顾客到达分店，我们需要怎样向顾客拿身份证？Which of the following is how do we get our ID card when new customers arrive at the branch?
A.走到顾客面前，双手向顾客说明索取身份证以作登记用途 / Walk in front to the customer, with both hands to explain to the customer to obtain identity cards for registration purposes
B.站在柜台，双手向顾客说明索取身份证以作登记用 / Stand at the counter and explain to the customer with both hands that you are asking for ID card for registration
10.以下那一项Csc必须在10分钟内完成？Which of the following Csc must be completed in 10 minutes?
A.亲切并仔细的完成整个登记过程 / Complete the registration process kindly and carefully
B.面无表情向顾客拿身份证及填卡 / Faceless to the customer to get identity cards and fill out cards
11.熟顾客在等待顾问安排治疗，Csc应该 Existing customers are waiting for consultant to arrange treatment, Csc should
A.提供饮料小零食或杂志并交代需要等候顾问 / Provide a snack or magazine and confess that you need to wait for consultant
B.提供饮料小零食或杂志 / Provide a snack or magazine
12.询问完顾客的个人资料，Csc必须交代些什么？After we asking for customer's details, what must Csc account for?
A.告诉顾客等下会有人会进来 / Tell customer that someone will come in
B.清楚让顾客知道等候的时间与负责顾问的名字 / Make it clear to the customer how long they are waiting and the name of the consultant
13.新顾客在等候顾问，Csc必须做些什么? What must Csc do when new customers are waiting for a consultant?
A.提供顾客饮料和开治疗影片让顾客观看 / Provide customer drinks and open treatment videos for customers to watch
B.提供饮料然后关上门离开 / Provide a drink and leave with the door closed
14.顾客完成护理之后，CSC应该：After the customer has completed treatment, CSC should:
A. 要求顾客签名, 并手指指该签名的地方 / Ask the customer to sign and point to the place where the signature is made
B. 清楚解释, 让顾客了解及签名,并提醒为Wecare sms 评分 / Explain clearly, let customers know and sign, and remind them to rate Wecare sms
15.以下那一项是正确送客？Which of the following is the correct farewell?
A.亲切的称呼顾客名字, 向顾客热情的告别 / Kindly call the customer's name, to the customer's warm farewell
B. 亲切的称呼顾客名字, 送顾客到门口, 开门并告别 / Affectionately address the customer's name, send the customer to the door, open the door and say goodbye
