Check for Understanding: Customer Communication - Exercise

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Check for Understanding: Customer Communication - Exercise

Check for Understanding: Customer Communication

Duration: 5 to 10 minutes.

In this exercise, please respond to the questions.

  1. Why is it important to break the ice when talking to a customer?
    1. There is not enough time to break the ice, so don't try.
    2. To help put the customer at ease.
    3. To establish rapport.
    4. Breaking the ice is a silly time-waster thought up by overzealous motivational speakers.
  2. What is the appropriate response when a customer asks you a question and you don't know the answer?
    1. Make up an answer so you don't lose credibility.
    2. Pretend not to hear the question and change the subject.
    3. Say you don't know and offer to find out.
    4. Say you don't know and leave it at that.

Solution:

  1. B and C.
  2. C. Say you don't know and offer to find out.
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