Mastering Customer Conversations

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Which question might a retail store employee ask a customer?

Are you here on your lunch break?

How is everything else working?

What are you shopping for today? (correct)

How are you today?

What lesson did the author learn from their experience in the clothing store?

To use sincere questions to build rapport with customers

To greet every customer with a hello

To always ask customers about their day

To make sure to care about the answer when asking a customer a question (correct)

What is the purpose of asking customers questions in various work settings?

To prompt customers to think of any other questions they might have

To build rapport with customers (correct)

To save time for customers

To direct customers to the appropriate department

Which technique does the author use to start conversations with customers?

The five question technique Signup and view all the answers

What are some benefits of starting a conversation with customers?

All of the above Signup and view all the answers

What type of questions should be avoided when starting a conversation with a customer?

All of the above Signup and view all the answers

Which of the following is one of the key components of building a rapport with customers?

Using positive tone and body language Signup and view all the answers

What is one of the most effective techniques for enhancing likability when serving customers in person?

Using positive tone and body language Signup and view all the answers

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 Signup and view all the answers

Which of the following is a non-verbal greeting that can be used when a customer approaches the 10-foot circle?

Waving Signup and view all the answers

When might using positive tone and body language require extra effort?

All of the above Signup and view all the answers

Where is the 10 and five rule often used?

Hotels and retail environments Signup and view all the answers

Which of the following is an example of positive body language when interacting with customers?

Smiling Signup and view all the answers

In what situations might displaying positive tone and body language require extra effort?

When we're facing a difficult customer Signup and view all the answers

What is the purpose of the 10 and five rule?

To create a circle of likeability around you Signup and view all the answers

Which of the following is NOT mentioned as a way to enhance likability when serving customers in person?

Asking open-ended questions Signup and view all the answers

What does the text suggest is more important than what you say when it comes to building rapport with customers?

Your tone of voice Signup and view all the answers

What did the text advise about using a positive tone of voice?

Use a slightly higher pitch Signup and view all the answers

Mastering Customer Conversations

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Questions and Answers

Which question might a retail store employee ask a customer?

What lesson did the author learn from their experience in the clothing store?

What is the purpose of asking customers questions in various work settings?

Which technique does the author use to start conversations with customers?

What are some benefits of starting a conversation with customers?

What type of questions should be avoided when starting a conversation with a customer?

Which of the following is one of the key components of building a rapport with customers?

What is one of the most effective techniques for enhancing likability when serving customers in person?

What did the employee do differently in the positive scenes to convey positive tone and body language?

Which of the following is a non-verbal greeting that can be used when a customer approaches the 10-foot circle?

When might using positive tone and body language require extra effort?

Where is the 10 and five rule often used?

Which of the following is an example of positive body language when interacting with customers?

In what situations might displaying positive tone and body language require extra effort?

What is the purpose of the 10 and five rule?

Which of the following is NOT mentioned as a way to enhance likability when serving customers in person?

What does the text suggest is more important than what you say when it comes to building rapport with customers?

What did the text advise about using a positive tone of voice?

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