P3CS12-1
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Question 1 of 5
Which of the below is a communication skill?
Active listening
Customer satisfaction
Staff development
High sales figures
Effective communication in customer service is important because it can:
keep prices low
deter customer loyalty and repeat business
give competitor information
contribute to the success of the organisation
What is it important to have when communicating verbally with a customer?
Informative brochures
Market research data
The latest sales figures
Customer information
Open questions usually:
ask a series of questions
allow for answers which give information
just require a yes or no answer
can be recall or process questions
Which one of the following is a non-verbal signal that shows how a customer is feeling?
Asking for clarification
Tone of voice
Asking questions
Smiling and nodding
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