Check for Understanding: Going a Step Beyond What Is Expected - Exercise

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Check for Understanding: Going a Step Beyond What Is Expected - Exercise

Check for Understanding: Going a Step Beyond What Is Expected

Duration: 5 to 10 minutes.

In this exercise, please respond to the following questions:

  1. What does active listening mean?
    1. Listening while walking or performing some other activity with the customer.
    2. Multitasking while listening to a customer.
    3. Paying close attention to the customer and acknowledging what is being said.
    4. Listening to more than one customer at a time.
  2. How would you handle the following situation? You are talking to a customer on the phone when another customer comes in and asks you a question about the product you sell.
    1. Turn your back on the walk-in customer, and keep talking to the customer on the phone.
    2. Say, "Can't you see I'm on the phone? Just wait a minute, please."
    3. Ask the phone customer to hold just a minute and then take care of the walk-in customer.
    4. Smile at the walk-in customer and politely tell him or her you will be available in a few minutes. Then finish your conversation with the phone customer.

Solution:

  1. C. Paying close attention to the customer and acknowledging what is being said.
  2. D. Smile at the walk-in customer and politely tell him or her you will be available in a few minutes. Then finish your conversation with the phone customer.
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