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WorksheetsLAP-CR-009 Review
Total questions: 10
Worksheet time: 5mins
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.
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded
him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!”
Eva’s customer is
suspicious.
leave-me-alone.
impatient
argumentative
Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line
has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!”
Rich’s customer is
Domineering/superior
impatient
argumentative
leave-me-alone
Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and
Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife.
Stacey offers to help, but he just grunts at her and turns his back. Stacey’s customer is
impatient
insulting
leave-me-alone
argumentative
Jonathan works in his small town’s only grocery store. He is on a first-name basis with most of
the customers who come in. Cheryl is a difficult customer. Sometimes she’s really friendly, and
other times she snaps at Jonathan. She is a(n) __________ customer.
irritable/moody
suspicious
slow/methodical
dishonest
Ellen works at a golf course. During the summer, she drives a golf cart around the course,
selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially
crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time, since
the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this
course? You always set your tee times way too close together!” Ellen’s customer is
suspicious
argumentative
complaining
leave-me-alone
Which of the following is the best way to handle argumentative customers:
Ask simple, polite questions with options.
Never press for sales or decisions.
Explain and demonstrate good service as many times as you need to.
Mirror their behavior.
Which of the following is the best way to handle impatient customers:
Explain and demonstrate good service as many times as you need to.
Agree first on common points.
Never press for sales or decisions.
Serve them non-emotionally.
Which of the following is the best way to handle leave-me-alone customers:
Never press for sales or decisions.
Ask simple, polite questions with options.
Don’t jump to quick conclusions.
Agree first on common points.
