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WorksheetsPOB - Unit 1- 1.04
Total questions: 8
Worksheet time: 4mins
What is customer relations?
The employees closest clients
The relationships customers hold with other people
The way businesses and its employees interact and communicate with its customers
The customers' family and friends
Why is customer service so important?
It helps develop a bond of trust and partnership between business and customer
None of these answers
Business can take loans off of customers through very heavy purchases
Allows company to get customer feedback, and improve their business
Which of the following are ways to get a customer to come back to your business again?
Be overly talkative and disrupt the customer
Ask them if they need help with anything; be very attentive
Greet the customer with a smile as they enter
Show low energy and be distant
Which of the following is not a step you should follow when developing great customer service?
Make sure to promise what you can deliver
Set high standards and work towards achieving them
Show thanks and gratitude towards the customer
Get distracted from the customer and not pay attention to them
Rachel is a new employee an experienced receptionist at a sales company. One day, an angry customer comes in to file a complaint. Rachel listens attentively, and promises to do what she can to get this complaint to the higher ups, and thanks them. What customer service techniques did Rachel display?
Connecting with the customer
Discovering their need
Setting fair promises
Thank the customer
What does it mean to follow up with a customer?
Listen to them
Make sure quality service was provided
Figure out their needs
Follow the customer's personal life
Why would lack of customer service negatively affect your business?
Customers won't want to come back to your business
Customers could leave negative reviews, affecting other potential customers decision in coming to your business
Customers will most likely go to a competitors business instead of your, potentially putting you out of business
It wouldn't because customers don't care about customer service
Jamie is a new employee at a retail store, and is learning about what to do when an angry customer arrives? What should Jamie do in this scenario?
Pay sharp attention to the customer and maintain eye contact
Become irritated with the customer and lash out
Do his best to figure out the customer's needs, and try to deliver on them without making undeliverable promises
Zone out and not show the willingness to help
