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