Free Printable PROVIDE FIRST POINT OF CONTACT

Worksheets

PROVIDE FIRST POINT OF CONTACT

Total questions: 17

Worksheet time: 19mins

Name

Class

Date

How does solving difficult-customer situations benefit your company?

It will generate repeat business.

The difficult customers won’t bother you again.

You will get a promotion.

All the employees will get promotions.

How does solving difficult-customer situations benefit you personally?

You will encounter difficult customers less frequently.

Your customers will be happier.

You gain valuable communication skills.

Your boss will automatically give you a raise.

A key benefit of offering good customer service is ............

Lower costs

Repeat business

Reduced tax

less customers

Quality service is the key to establishing and maintaining a successful business.

True

False

Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.

True

False

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

Make sure your clothes are neat and you look professional

Find your sales book and get it ready for your next sale

Tidy up the product display before showing it to the customer

Greet the customer and make him feel welcome

A new customer comes into your department, but you are helping another customer. You should:

Focus all your attention on your current customer

Let the new customer wait his turn until you have completed your current sale

Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him

Help the customer who looks like he will spend the most money

Projecting a professional and friendly image includes:

Dressing in expensive, professional looking clothing

Shaking the hand of each customer

Behaving in an alert and courteous manner

Standing behind your cash register and waiting for the customer to come to you

The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.

True

False

10.

What are three BEST ways to respond to a distressed customer?

Tell them to take a seat and calm down

Listen to them

Take them seriously

Be calm, warm and non judgemental

11.

what is three BEST ways to respond to an aggressive customer?

walk away

stay calm

be considerate

try and establish some rapport with the customer

12.

if an aggressive customer is not calming down you should

calmly excuse yourself while you get assistance from a supervisor

tell them to leave

13.

A good _______________ is essential to a business when providing customer service.

speaking voice

attitude

first impression

hair style

14.

A good _______________ is essential to a business when providing customer service.

speaking voice

attitude

first impression

hair style

15.

When dealing with an agressive customer, it is perfectly fine to be agressive in return.

True

False

16.

the first thing to do when you see a customer is make eye contact and s _ _ _ _.

(a)

17.

examples of good body language are

eye contact

smile

keep your body facing your customer

stand/ sit up straight

all of the above

Reset

PROVIDE FIRST POINT OF CONTACT

Total questions: 17

Worksheet time: 19mins

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