AnswersGA-Introduction to Business and TechnologyLesson 15.2 Communication Skills

Lesson 15.2 Communication Skills Answers

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1
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is the ability to stay positive and focused on finding a solution that satisfies the customer.

A
The customer service mindset
B
The goal of customer service
C
A customer service process
2
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The is to find out what is wrong and what is needed to restore positive relations with customers.

A
customer service process
B
goal of customer service
C
customer service mindset
3

Customer service must emphasize the importance of a customer complaint.

A
finding a solution to
B
responding promptly to
C
ignoring
4

How could you nonverbally express interest while speaking to a customer in person? Check all of the boxes that apply.

A
by crossing my arms
B
by making eye contact
C
by tapping my fingers on the table
D
by nodding my head
E
by smiling
F
by sitting far away from the speaker
G
by sitting up straight
5

Question text not available

A
Stay calm to try to influence the customer to calm down.
B
Match the customer’s level of anger to try to calm the customer down.
C
Do not worry too much about the customer’s feelings; the customer is not important for business.
D
Use good manners when speaking to the customer to show your respect.

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Lesson 15.2 Communication Skills Answers…