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CUSTOMER SERVICE CH 2--PT 1 Exam
Study Guide.
Active Listening - Answer✔A structured form of listening and responding that focuses the
attention on the speaker. The listener must take care to attend to the speaker fully, and then
repeat, in the listener's own words, what he or she thinks the speaker has said.
Benefits - Answer✔Advantages or rewards of product features
Closed-ended questions - Answer✔Questions that tend to evoke one-word answers: yes or no.
Customer Service - Answer✔The act of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before, during, and after the
customer's requirements are met
Features - Answer✔Those things that are physical in nature, including color, size, etc., and
appeal to our senses of touch, taste, smell, hearing, feeling, and sight
Open-ended Questions - Answer✔Questions that begin with the words who, what, where, when,
how, and why. They cannot be answered with a simple yes or no.
Personal Needs - Answer✔Involve the customers' need to be treated with respect and to feel
valued, understood, and involved in decisions that affect them.
Practical Needs - Answer✔Those needs that motivated customers to come to you in the first
place
Value - Answer✔More than just price, value is a measure of the total benefit.
The ability to provide good customer service is a result of learning and applying a combination
of skills that include - Answer✔Planning, Problem solving, Decision making, Critical thinking,
Professionalism, Respect, and more
are more likely to tell friends and family about their experiences than satisfied customers -
Answer✔DISSATISFIED CUSTOMERS
The bottom line is that _________________________________travels faster than good news. -
Answer✔BAD NEWS
Since more than ___________________of retail employees have direct contact with customers,
employee training is extremely important. - Answer✔60%
1|Page
CUSTOMER SERVICE CH 2--PT 1 Exam
Study Guide.
Active Listening - Answer✔A structured form of listening and responding that focuses the
attention on the speaker. The listener must take care to attend to the speaker fully, and then
repeat, in the listener's own words, what he or she thinks the speaker has said.
Benefits - Answer✔Advantages or rewards of product features
Closed-ended questions - Answer✔Questions that tend to evoke one-word answers: yes or no.
Customer Service - Answer✔The act of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before, during, and after the
customer's requirements are met
Features - Answer✔Those things that are physical in nature, including color, size, etc., and
appeal to our senses of touch, taste, smell, hearing, feeling, and sight
Open-ended Questions - Answer✔Questions that begin with the words who, what, where, when,
how, and why. They cannot be answered with a simple yes or no.
Personal Needs - Answer✔Involve the customers' need to be treated with respect and to feel
valued, understood, and involved in decisions that affect them.
Practical Needs - Answer✔Those needs that motivated customers to come to you in the first
place
Value - Answer✔More than just price, value is a measure of the total benefit.
The ability to provide good customer service is a result of learning and applying a combination
of skills that include - Answer✔Planning, Problem solving, Decision making, Critical thinking,
Professionalism, Respect, and more
are more likely to tell friends and family about their experiences than satisfied customers -
Answer✔DISSATISFIED CUSTOMERS
The bottom line is that _________________________________travels faster than good news. -
Answer✔BAD NEWS
Since more than ___________________of retail employees have direct contact with customers,
employee training is extremely important. - Answer✔60%
1|Page
