recap

What is excellent customer service?

• Meeting the needs of customers

• Meeting the demands of customers

• Meeting and exceeding the needs and desires of any customer

It takes ____ seconds to make a first impression.

Name a skill required to deal with customer service situations.

Travel and tourism organisations have to continuously update their products and services due to the demand and change of needs and expectations.

• True

• False

What is product knowledge?

• Product knowledge is knowing the age of the person who made the product.

• Product knowledge is knowing where a product would look best in the customers home.

• Product knowledge is a skill where your employees fully understand and can effectively communicate with customers about your product, its features, benefits, uses, and support needs.

Skills that are required to give excellent customer service? (tick all that apply)

• Effective listening skills

• Cooking

• Professionalism

• Adaptability

Words only make up 7% of someones impression of you.

• True

• False

You build rapport when you develop mutual trust, friendship and affinity with someone.

• True

• False

Building a rapport, closing the deal, establishing customers needs and expectation, product knowledge; features and benefits and overcoming objectives are examples of what skill?

• Selling skills

• Communication skills

• Teamwork

What is an internal customer?

• A customer that works for the company

• A customer that's inside the building

• A customer that's in the know