Chapters 5 & 6

2. To build customer loyalty, businesses must continue to improve on their _____ mix and customer service.
6. Many front-line customer service staff wear uniforms to appear smart and _____.
7. A waiter with good product knowledge would be able to explain to customers how dishes are _____.
9. Customers may become more interested in a product when salespersons tell customers about the _____ features and benefits of the product.
10. A service _____ occurs when customers are not completely satisfied with the product or service rendered.
12. With good product knowledge, a salesperson would be able to make a better sales _____.
14. The final goal of every salesperson is to _____ the sale.
15. There are three communication methods and they are verbal, _____ and non-verbal.

1. Service staff can approach customers by using the greeting approach, _____ approach and/or service approach.
3. When listening to a customer, the salesperson can show that he/she is paying attention by _____ the customer's comments.
4. If a business provides quality customer service, customers will have a positive _____ and they will choose to come back.
5. Providing good after-sales service is one way businesses can be better than their _____.
8. If the salesperson is unable to provide a solution to a customer's complaint, he/she should refer the customer to more _____ staff.
11. A restaurant manager taking orders from a customer is an example of _____ communication.
13. Examples of written business messages are memoranda, _____, letters and notices.