18 Questions
Which question might a retail store employee ask a customer?
What are you shopping for today?
What lesson did the author learn from their experience in the clothing store?
To make sure to care about the answer when asking a customer a question
What is the purpose of asking customers questions in various work settings?
To build rapport with customers
Which technique does the author use to start conversations with customers?
The five question technique
What are some benefits of starting a conversation with customers?
All of the above
What type of questions should be avoided when starting a conversation with a customer?
All of the above
Which of the following is one of the key components of building a rapport with customers?
Using positive tone and body language
What is one of the most effective techniques for enhancing likability when serving customers in person?
Using positive tone and body language
What did the employee do differently in the positive scenes to convey positive tone and body language?
Used a slightly higher pitch and some dynamics in her voice
Which of the following is a non-verbal greeting that can be used when a customer approaches the 10-foot circle?
Waving
When might using positive tone and body language require extra effort?
All of the above
Where is the 10 and five rule often used?
Hotels and retail environments
Which of the following is an example of positive body language when interacting with customers?
Smiling
In what situations might displaying positive tone and body language require extra effort?
When we're facing a difficult customer
What is the purpose of the 10 and five rule?
To create a circle of likeability around you
Which of the following is NOT mentioned as a way to enhance likability when serving customers in person?
Asking open-ended questions
What does the text suggest is more important than what you say when it comes to building rapport with customers?
Your tone of voice
What did the text advise about using a positive tone of voice?
Use a slightly higher pitch
Test your knowledge on how to start a conversation with customers and build rapport. Learn the benefits of small talk and techniques to make customers feel more comfortable. Become an expert in reducing customer's perception of wait time.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
