Maintaining eye contact with your customers means

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Reference no: EM132235991

1. You place a customer on hold, after telling her that it will take two minutes for you to look for the information she requires. You realize after two minutes that it will take a bit longer than you thought to find the information. What should you do?

Select the single best answer:

A. Go back to the caller to tell her that it will take a bit longer, and ask if she minds holding for a few more minutes.

B. Continue to look for the information.

C. Go back to the caller and advise her to hang up. Let her know that you will call her back after you have found the information.

D. Go back to the caller and advise her to call you back later, because you couldn't find the information she was looking for.

E. Go back to the caller and say, "Please hold for a few more minutes." Then, press the hold button again.

2. "Paraphrasing" means ________________________________.

A. repeating the customer's concerns or issues in your own words, to make sure that you understood correctly

B. repeating the customer's concerns or issues, word for word, to make sure that you understood correctly

C. always indenting the first phrase in each paragraph

D. copying all of the phrases in a paragraph to create an essay

E. quoting a customer's words, and writing them in paragraph format

3. Active listening is ___________________________.

A. listening while staying active by running, jogging, etc.

B. listening while maintaining eye contact with the speaker

C. listening while the speaker is talking, but interrupting as soon as possible, so that you are participating in the conversation

D. listening and responding to the other person in a way that improves mutual understanding

E. listening and using positive body language

4. Maintaining eye contact with your customers means ___________________________________.

A. constantly looking into your customers' eyes

B. looking into your customers' eyes, and trying not to blink

C. looking into your customers' eyes, but only when you greet them and before they leave

D. looking into your customers' eyes as much as possible without staring

E. looking into your customers' eyes, and asking them to keep looking into your eyes

Reference no: EM132235991

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