Effective Communication With The Customer
This quiz is intended as a review over the presentation materials to reinforce the main points.
- 1.
TRUE or FALSE: It's NOT important to smile when you're on the phone or in front of a customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Smiling is important when you're on the phone or in front of a customer because it can have a positive impact on the interaction. Smiling can help create a friendly and welcoming atmosphere, make the other person feel more comfortable, and build rapport. It can also be heard in your voice, making you sound more enthusiastic and engaged. Overall, smiling can contribute to better customer service and a more positive customer experience.Rate this question:
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- 2.
If you work at one of the store locations, you should:
- A.
Look professional and wear your favorite sports team logos.
- B.
Look professional and wear competitor's logos.
- C.
Look professional and wear your uniform with company logos.
- D.
Don't worry about the way you look because it doesn't really make a difference.
Correct Answer
C. Look professional and wear your uniform with company logos.Explanation
The correct answer is to look professional and wear your uniform with company logos. This is because when working at a store location, it is important to project a professional image and represent the company you work for. Wearing the uniform with the company logos helps to identify you as an employee and creates a cohesive and unified look among the staff. Wearing your favorite sports team logos or competitor's logos would not be appropriate as it does not align with promoting the company's brand and image.Rate this question:
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- 3.
When a customer enters the store, you should:
- A.
Assume someone else is going to greet him or her
- B.
Greet the customer and be genuinely glad to see him or her
- C.
Finish your task then greet the customer
- D.
Ignore the customer completely
Correct Answer
B. Greet the customer and be genuinely glad to see him or herExplanation
When a customer enters the store, it is important to greet them and be genuinely glad to see them. This creates a positive and welcoming atmosphere, making the customer feel valued and appreciated. It also shows good customer service and can potentially lead to increased sales and customer loyalty. Assuming someone else will greet the customer or ignoring them completely can give a negative impression and may result in a lost opportunity for the business. Finishing tasks before greeting the customer may cause them to feel ignored or unimportant.Rate this question:
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- 4.
If a customer is upset, you should:
- A.
Remain calm and polite--try to be a problem solver
- B.
Pass the buck and assume someone else will take care of it
- C.
Take it personally and let him or her know how frustrated you are
- D.
Don't say anything; cross your arms and roll your eyes
Correct Answer
A. Remain calm and polite--try to be a problem solverExplanation
When a customer is upset, it is important to remain calm and polite. By doing so, you can create a positive atmosphere and show the customer that you are willing to help. Being a problem solver demonstrates your willingness to find a solution and address the customer's concerns. This approach can help diffuse the situation and potentially turn the customer's negative experience into a positive one. Passing the buck or taking it personally may escalate the situation and worsen the customer's experience. Remaining calm and polite while trying to be a problem solver is the best approach in handling upset customers.Rate this question:
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- 5.
The main goal is:
- A.
Everything you do should be aimed at making the customer feel special and appreciated.
- B.
Some things you do should be aimed at making the customer feel special and appreciated.
- C.
Nothing you do should be aimed at making the customer feel special and appreciated.
- D.
Does not apply. Making the customer feel special and appreciated is someone else's responsibility.
Correct Answer
A. Everything you do should be aimed at making the customer feel special and appreciated.Explanation
The correct answer is "Everything you do should be aimed at making the customer feel special and appreciated." This answer aligns with the main goal mentioned in the statement, which is to prioritize making the customer feel special and appreciated in all actions and interactions. It emphasizes the importance of customer satisfaction and the need to go above and beyond to create a positive experience for the customer.Rate this question:
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- 6.
How often should you thank a customer for their business?
- A.
Don't worry about it--customers know we appreciate them.
- B.
Every now and then
- C.
Once in a blue moon
- D.
Every time...be genuine
Correct Answer
D. Every time...be genuineExplanation
It is important to thank a customer for their business every time to show genuine appreciation. This helps in building a strong customer relationship and encourages repeat business. By expressing gratitude consistently, customers feel valued and are more likely to continue their association with the company. It also creates a positive impression and enhances the overall customer experience.Rate this question:
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- 7.
TRUE or FALSE: Each of our responsibilities at some point touches the customer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Each of our responsibilities at some point touches the customer because in any organization, there are various roles and functions that contribute to the overall customer experience. Even if a person's job does not directly involve customer interaction, their work indirectly affects the customer in some way. For example, a software developer may not directly interact with customers, but their work on improving the company's website or app ultimately impacts the customer's experience. Therefore, it can be said that every responsibility within an organization has some level of impact on the customer.Rate this question:
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Current Version
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Mar 17, 2023Quiz Edited by
ProProfs Editorial Team -
Aug 26, 2009Quiz Created by
Insightcapital
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