WorksheetsTipos de clientes
Total questions: 13
Worksheet time: 7mins
This kind customers may have a misunderstanding of how you are able to help them. They may ask you to do something that you are not authorized or otherwise able to do for them.
The previous text describes __________ customer
a demanding
an undecided
a angry
a talkative
With this type of customer, you can assure them that you will do whatever you possibly can to meet their needs. And be prepared to compromise if they are asking for too much. They require an unreasonable amount of time, effort, or attention, oftentimes at the expense of other customers.
The previous text describes __________ customer.
a demanding
an undecided
a angry
a talkative
Customers may be hesitant for many reasons: the shop’s website doesn’t look trustworthy to them, they keep engaging in price comparisons, they have a generally hesitant personality, they still have open questions or doubts about the product, or they aren’t sure whether the product truly satisfies their needs.
The previous text describes __________ customer.
a demanding
an undecided
a angry
a talkative
Customers can speak a lot when they are frustrated. They also tend to repeat themselves.
Maybe their functional needs have been met, but their emotional needs have been cast to one side, or maybe they feel as though their problem has been completely misinterpreted.
The previous text describes __________ customer.
a demanding
an undecided
a angry
a talkative
Advisors do also have to deal with customers who are generally very friendly and chatty but just won’t stop talking about their life, hobbies, pets etc. When managed incorrectly, these chatty customers can keep advisors on the phone for much longer than they want or need to be.
The previous text describes __________ customer.
a demanding
an undecided
a angry
a talkative
Always remember that if a customer is abusive to you or your employees, you should think of safety first and cut short the interaction. However, in all other cases, by remaining calm and sympathetic, and sincerely striving to find a solution to the customer's complaint, an upset customer can leave the business a satisfied and committed long-term client.
The previous text describes __________ customer.
a demanding
an undecided
a angry
a talkative
Which one is not a good way to deal with an angry customer?
Sympathize, empathize and apologize
Repeat their concerns back to the customer
Acknowledge the cutomer's distress
Avoid listening to the customer
Which one is a good way to deal with a talkative customer?
Ask closed questions
Ask open questions
Ask questions about the customer's family
Never interrupt the customer
Which one is a good way to deal with an undecided customer?
Highlight the key benefits of the product or service
Never pressure the customer
Give the customer a lot of options to choose from
Avoid guarantess and flexible policies
Which one is NOT a good way to deal with an undecided customer?
Create a sense of urgency
Provide social proof
Highlight the key benefits of the product
Don't let the customer talk about his needs
Which one is a good way to handle a demanding customer?
Respond politely to them without raising your voice
Tell them that it is your mistake
Tell them to calm down
Take their insults and criticisms personally
Which one is NOT a good way to handle a demanding customer?
Apologize to them for the inconvenience they’ve encountered
Talk to them politely and focus on absorbing their anger and frustration
Try to shout, scream and raise your voice at them so they calm down
Tell them you’re willing to solve the problem and tell them how you can help.
What is customer service?
It is the direct one-on-one interaction between a consumer and the owner
It is the direct one-on-one interaction between a consumer and a company representative
It is the direct one-on-one interaction between a costumer representative and the owner
It is the direct one-on-one interaction between a consumer and another consumer
