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Customer Service Attitude and Technique The Fifth Episode: Tangible

 

    1) The “T” of the international service standards RATER refers to Tangible. How many dimensions does it have?\n A) 3\n B) 4\n C) 5 (correct answer)\n D) 6\n 2) How would a “strict-focused” person require their service to be?\n A) Visual Appeal (correct answer)\n B) Offering choice of color\n C) Asking for customer’s opinions first\n D) Providing certificates of guarantee\n 3) How would a “breakthrough-focused” person require their service to be?\n A) Visual Appeal\n B) Offering choice of color (correct answer)\n C) Asking for customer opinions first\n D) Providing certificates of guarantee\n 4) How would a “empathy-focused” person require their service to be?\n A) Visual Appeal\n B) Offering choice of color\n C) Asking for customer’s opinions first (correct answer)\n D) Providing certificates of guarantee\n 5) How would a “trust-focused” person require their service to be?\n A) Visual Appeal\n B) Offering choice of colors\n C) Asking for customer’s opinions first\n D) Providing certificates of guarantee (correct answer)\n 6) In the process of communication, how much do the spoken words contribute to the overall meaning?\n A) 7% (correct answer)\n B) 38%\n C) 55%\n D) 60%\n 7) In the process of communication, how much does the tone contribute to the overall meaning?\n A) 7%\n B) 38% (correct answer)\n C) 55%\n D) 60%\n 8) In the process of communication, how much does the body language contribute to the overall meaning?\n A) 7%\n B) 38%\n C) 55% (correct answer)\n D) 60%\n 9) Smiling is an important part of being Tangible. What is duration of eye contact between staff and customer to convey the message?\n A) 2 seconds\n B) 3-5 seconds (correct answer)\n C) 10 seconds\n D) 15 seconds\n 10) Hand gestures is an important part of being Tangible. Many store staff members would raise hands to arouse attention. The degree of angle which they would raise their arms is:\n A) 0°\n B) 15°\n C) 30°\n D) 45° (correct answer)\n

Updated on 2022/10/12

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