Reference no: EM132196846

1. When you have done all you can to handle a customers need, bring the conversation to a pleasant but efficient close. Try one of these techniques to tactfully close the conversation:

a) Summarize the call and what has been decided

b) Speak in present tense

c) Transfer the call to your boss 16 17 18 19 20

d) Abruptly hang up the phone

2. If the customer likes the company's culture, the company is well on its way to building satisfaction and a loyal relationship. Which of the following is an action tip that an organization should consider to convey a customer-centered culture?

a) Dress with appropriate professionalism

b) Reward employees who never receive customer complaints

c) Arrange your work space with a desk between you and the customer

d) Follow up with customers once a year

3. If the customer likes the company's culture, the company is well on its way to building satisfaction and a loyal relationship. Which of the following is an action tip that an organization should consider to convey a customer-centered culture?

a) Dress with appropriate professionalism

b) Reward employees who never receive customer complaints

c) Arrange your work space with a desk between you and the customer

d) Follow up with customers once a year

4. Communication taboos include:

a) Words or phrases that should be avoided

b) Positive comments about others (including competitors)

c) Effective words that can be used with customers

d) Phrases that customers understand