Building Rapport with Customers
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Questions and Answers

Which of the following is NOT a tip for building rapport in the first few seconds of a customer interaction?

  • Listening silently without engaging (correct)
  • Using the customer's name
  • Talking with enthusiasm
  • Using verbal cues like 'ahs' and 'mhmms'

    • What is the recommended time frame to make a first impression during a customer interaction?

  • 2-4 seconds
  • 6-8 seconds
  • 4-6 seconds (correct)
  • 1-2 seconds

    • Why is using the customer's name considered an effective way to build rapport?

  • It shows friendliness and personalization (correct)
  • It helps in remembering the customer's name
  • It creates a sense of authority
  • It makes the customer feel uncomfortable

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