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WorksheetsCommunications CS
Total questions: 10
Worksheet time: 5mins
How to create a good first impression with customers?
Ignore
Eye contact
Lack of information
Friendly greeting
Which of the following are types of verbal communication?
Posture
Vocal skills
Hand gestures
Facial expressions
Questioning skills
Listening skill, is it verbal or non-verbal communication?
Verbal
Non-verbal
Which one of the following techniques is the most effective method of approaching customers on the sales floor?
Acknowledge their presence.
Greet them and carry on working.
Wait until the customer asks for help.
Observe customer movements but say nothing.
An effective technique for finding out what a customer is looking for is to
ask if they would repeat the question
interrupt them to confirm understanding
form an opinion quickly
summarise what they have said.
A retail questionnaire has uncovered that customers have no confidence in asking advice from staff. Which one of the following is most likely to be the reason?
Insufficient staff training on product knowledge.
Poor range of products within the store.
Customers are unable to locate staff in the store.
Product information to customers is extremely good.
Listening carefully to a customer, repeating back what they have said and appearing interested is known as
Effective questioning
Active listening
Effective listening
Hearing
How you would handle a customer who was upset about a known problem with your product or service?
By apologising and offer either a full refund or a trade-in for a different product.
If the company issued specific guidelines to mitigate the problem, I would adhere to those guidelines.
What is the best way to talk to a customer?
Ignore the customer
Interact as if you are best friends
Speak in a pleasant tone of voice and interact in a warm manner with the customer
What is the best way to talk to a customer?
Ignore the customer
Interact as if you are best friends
Speak in a pleasant tone of voice and interact in a warm manner with the customer
