1. Customer-Oriented Marketing is looking at our job through the
customer's (eyes/files).
2. A good opening to a customer who voices a complaint is, "I'm
(sorry/upset) you are having a problem."
3. Remember, arguing with the customer can only make a bad
situation (worse/better).
4. Make positive contact with your customers by being friendly,
(bashful/enthusiastic), open and interested.
5. Using a customer's name and saying "thank you" are examples of
(pushy/friendly) service.
6. While working with your present customer, (acknowledge/ignore)
a waiting customer.
7. Customers feel you are happy to have their business when you
smile and say (nothing/thank you).
8. Friendly service is giving the customer your full attention
and making (eye/hand) contact.
9. One way to show customers full attention is to call them by
(phone/name) whenever possible.
10. Keep the station (cluttered/neat) and clean so customers do
not take their business elsewhere.
11. Use the intercom for customer assistance and
(safety/entertainment).
12. A good opening to a complaining customer could be to tell them
you are:
a. excited
b. pleased
c. happy
d. sorry
13. Customers waiting for island service should be:
a. Patient
b. Ignored
c. Acknowledged
d. Important
14. What kind of service should customers get?
a. Quick
b. Friendly
c. Professional
d. All of the above
15. One way to give customers personal attention is to:
a. Only accept credit cards
b. Ignore them
c. Call them by name
d. Talk to two customers at once