Question 22) When you have done all you can to handle a customers need, bring th

Question

Question 22) 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

Question 23) 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

Question 24) 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

Question 25) 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

Explanation / Answer

Question 22)
A) Summarize the call and what has been decided.

When a customer is been catered to fully, then it is the responsibility of the employee to go on and make the customer clear about all things. So that the customer remembers all of the important points in the conversation.

Question 23)

D) Arrange a workspace between you and the customer.

This helps in keeping the customers informed and aware of the processes and will help keep transparency.

Question 24)

Same answer as Question 23

Question 25)

A) Words or phrases that should be avoided

.Effective communication works on the right and the correct set of words and phrases and these are really important for the communication. So as some words or phrases are good, some are avoidable and those words or phrases must be avoided by everyone.

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