o Customer-Oriented Marketing is looking at our job through the customer's (eyes/file).
o A good opening to a customer who voices a complaint is, "I'm (sorry/upset) you are having a problem."
[certain that psychologically]
o Remember, arguing with the customer can only make a bad situation (worse/better).
o Make positive contact with your customers by being friendly, (bashful/enthusiastic), open and interested.
o Using a customer's name and saying "thank you" are examples of (pushy/friendly) service.
o While working with your present customer, (acknowledge/ ignore) a waiting customer.
[become interested in and leave the premises with]
o Customers feel you are happy to have their business when you smile and say (nothing/thank you).
["The gas is free today."]
o Friendly service is giving the customer your full attention and making (eye/hand) contact.
o One way to show customers full attention is to call them by (phone/name) whenever possible.
[obnoxious childhood nicknames]
o Keep the station (cluttered/neat) and clean so customers do not take their business elsewhere.
o Use the intercom for customer assistance and (safety/ entertainment).
A good opening to a complaining customer could be to tell them you are: a) excited b) pleased c) happy d) sorry
[extremely busy and tired of their whining]
Customers waiting for island service should be: a) patient b) ignored c) acknowledged d) important
[advised on airfare deals to Tahiti]
What kind of service should customers get? a) quick b) friendly c) professional d) all of the above
[incomprehensible, greasy, and fear-inducing]
One way to give customers personal attention is to: a) only accept credit cards b) ignore them c) call them by name d) talk to two customers at once
[encourage them to join you in the booth]