Deck 11: Developing Customer Focus

Question 1

If a customer is verbally abusive, walk away and ignore him or her.

Answer 1

False

Question 2

It is unnecessary to apologize to customers for any inconvenience a problem.

Answer 2

False

Question 3

Tell your customers what you can do rather than what you cannot do.

Answer 3

True

Question 4

If it will make a sale, it is okay to make an idle promise to a customer.

Question 5

Building good customer relations is easier do on the telephone than in face-to-face settings.

Question 6

Customers deserve good treatment only when they are friendly and agreeable.

Question 7

Customers expect you to make the organization work for them.

Question 8

Timeliness is important to customers.

Question 9

Failing to meet a customer's expectation has the same impact as breaking a promise.

Question 10

It is important to display empathy when dealing with complaining customers.

Question 11

It is appropriate to ignore sloppy teenagers who request customer assistance.

Question 12

Difficult customers should be ignored until their attitude improves.

Question 13

Customers expect responsive action in a timely fashion.

Question 14

During a phone conversation, your focus and attention must be on the caller.

Question 15

A steady customer base is the key to business success.

Question 16

Your voice, speech patterns, vocabulary, and attitude do not affect a caller's impression of you and your company.

Question 17

Never argue with a customer.

Question 18

In some situations, it is appropriate to lie to customers.

Question 19

Customers understand that businesses do not know their individuals situations and may not be able to respond accordingly.

Question 20

Do not judge your customers based on their appearance.

Question 21

If you make a mistake with a customer, attempt to cover it up.

Question 22

Repeat customers appreciate it when you remember something personal about them.

Question 23

Never accept personal phone calls or carry on a personal conversation in front of customers.

Question 24

When you transfer a call,

A)explain why the transfer is necessary.
B)stay on the line until the transfer is complete.
C)ask for the caller's name and number before transferring the call.
D)all of these choices.

Question 25

Customers do not expect honesty.

Question 26

Customers want

A)unprofessional treatment.
B)dedication attention.
C)a "chatty" salesperson.
D)none of these choices.

Question 27

Intangible items

A)cannot be sold.
B)can be seen.
C)cannot be touched.
D)all of these choices.

Question 28

Customers expect personal attention from employees who are:

A)thoughtful.
B)knowledgeable.
C)professional.
D)all of these choices.

Question 29

When working with a customer who has a problem, the first step is to

A)take immediate action.
B)defend company policies.
C)makes sure you understand the customer's problem by asking questions.
D)all of these choices.

Question 30

Good customer service requires that

A)all customers be treated as you would expect to be treated.
B)every effort be made to satisfy their needs and expectations.
C)every effort be made to make each customer feel valued.
D)all of these choices.

Question 31

Which of the following is a proper telephone technique?

A)answering the phone by the fifth ring.
B)giving the caller the impression that you are in a hurry.
C)speaking clearly and using a pleasant, friendly tone of voice.
D)interrupting the caller.

Question 32

Reliability refers to

A)the knowledge level of the salesperson.
B)the ability to supply what was promised in a dependable, efficient, and timely manner.
C)the cost of the product.
D)all of these choices.

Question 33

Tangible items

A)include professional services.
B)are sold in dental offices and insurance companies.
C)can be seen and touched.
D)none of these choices.

Question 34

Unhappy customers

A)don't come back.
B)don't tell your business why they are unhappy.
C)tell others why they are unhappy with your business.
D)all of these choices.

Question 35

When serving customers, you should not use the phrase

A)"I'll be happy to check and find out."
B)"I don't know."
C)"I understand that you are upset.Let's find a satisfactory solution to your problem."
D)"Let me show you where the product is located."

Question 36

Customers generally respond well when they understand the reason you cannot make good on a promise or fulfill a request.

Question 37

Which of these phrases would be inappropriate when speaking to a customer?

A)"It's not my fault."
B)"I wasn't your salesperson."
C)"We didn't manufacture the product."
D)All of these choices.

Question 38

When serving customers, you may use the phrase

A)"That's not my problem."
B)"I don't work in this department."
C)"Do you have any other questions about the product?"
D)All of these choices.

Question 39

Employees selling tangible items must gain knowledge of their products

A)by reading material provided by manufacturers.
B)by listening to customers talk about how products are used.
C)by studying the products of the competition.
D)all of these choices.

Question 40

Customer's may not always be right--

A)so you should immediately point out why they are incorrect.
B)but they are always customers and deserve to be treated as special.
C)so you should not provide assistance.
D)none of these choices.