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Customer Service Role Modeling Quiz

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Questions and Answers

What is the purpose of the training that the associate receives before interacting with customers?

To reduce the number of interactions with customers

To maximize revenue for the company

To ensure that the associate understands the company's customer service offering (correct)

To encourage associates to focus on eye contact only

What is one of the main responsibilities of the manager after an associate has completed their training?

To ignore the associate's performance

To give immediate raises to the associate

To closely monitor the associate's interactions with customers (correct)

To reduce the associate's work hours

Why does the HSRM role model exemplary customer service at all times?

To show off in front of other employees

To compete with the associates

To avoid interacting with customers

To emphasize the importance of customer service to associates (correct)

What is a common strategy to ensure ongoing improvement of associates mentioned in the text?

Having coaching conversations as often as possible Signup and view all the answers

What is an approach mentioned in the text when correcting an associate's behavior during a coaching conversation?

Direct attention to specific behaviors and avoid criticizing the individual Signup and view all the answers

Why is it important for managers to ensure that all interactions with customers are as they should be?

To maximize revenue by pleasing customers Signup and view all the answers

What is a key aspect that the HSRM focuses on when observing an associate's performance before providing feedback?

Body language and facial expressions Signup and view all the answers

Why does the text mention that having coaching conversations is an absolute must?

To ensure ongoing improvement for associates Signup and view all the answers

'HSRM' stands for:

'Hardworking Storekeeper Role Model' Signup and view all the answers

'Watch for eye contact, body language, facial expressions, what is actually said and tone of voice.' - This statement emphasizes the importance of:

'Observing multiple aspects during interactions' Signup and view all the answers