Maintaining a high level of _____________________ is essential in offering customers the best product and services for their visual needs.

When organisations collect and record feedback from customers through questionnaires, surveys and/or complaints registers, they should be interested in both, ______________________ feedback.

Identifying a customer's particular needs or concerns involves

_______________________ must be sought continuously and on a regular basis for quality management processes to be continually reviewed and improved upon.

When some of the customer’s needs have already been identified by the optometrist, it is important then to continue ___________________ with the customer and build on the product and discuss alternatives if necessary.

When offering advice to customers regarding products and services, you need to comply with both the practice's established ____________________ and also with current consumer legislation.

Providing an after sale service such as free adjustments or cleaning can also be seen as an aspect of ____________________ provided by the practice.

Adding complementary items to the customer's 'shopping list' needs to be done with a good understanding of what the customer;

It is suggested when solving problems that some basic steps should be followed. Which is NOT one of the suggested steps;