Retail Customer Service Course: Listening, empathy and clear communication

1. Pergunta 1 de 16

   What is active listening?

   • AWaiting for your turn to speak
   • BTaking notes while doing other tasks
   • CGiving full attention, understanding and showing you heard
   • DAgreeing with everything the customer says to keep them happy
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   Resposta: C. Giving full attention, understanding and showing you heard

   Active listening means giving the person your full attention, understanding what they mean and showing that you heard.

2. Pergunta 2 de 16

   A customer says, "I ordered a couch three weeks ago and nobody has called me about delivery." Which reply repeats back what they said?

   • A"Couches always take a long time."
   • B"Did you check your email for delivery updates?"
   • C"So you're still waiting to hear about delivery?"
   • D"Delivery is handled by a different department."
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   Resposta: C. "So you're still waiting to hear about delivery?"

   Repeating back in your own words shows you listened and lets the customer correct any mistakes.

3. Pergunta 3 de 16

   Why can a short silence help when a customer is explaining a problem?

   • AIt encourages them to finish quickly and leave sooner
   • BIt lets you plan your argument
   • CIt gives them time to think and finish
   • DIt shows you are getting bored
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   Resposta: C. It gives them time to think and finish

   CCOHS notes that silence can help calm things. Listening without interrupting gives people time to finish.

4. Pergunta 4 de 16

   Which phrase shows empathy?

   • A"That's not my department."
   • B"I can see why that would be frustrating."
   • C"Everyone has that problem."
   • D"You should have read the label before buying it."
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   Resposta: B. "I can see why that would be frustrating."

   Empathy means seeing the situation from the customer's view and naming the feeling, without blaming anyone.

5. Pergunta 5 de 16

   Do you have to agree that the store was wrong in order to show empathy?

   • ANo, because empathy means ignoring feelings
   • BYes, or the customer will not trust you
   • CNo, you can name the feeling without deciding fault
   • DYes, empathy means admitting the store was wrong
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   Resposta: C. No, you can name the feeling without deciding fault

   Saying "I can see why that's frustrating" acknowledges the feeling. It does not decide fault, and it often lowers the tension.

6. Pergunta 6 de 16

   Which body language helps keep a conversation calm?

   • AArms folded firmly across your chest
   • BHands on your hips
   • CA relaxed posture and open hands
   • DPointing at the policy sign
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   Resposta: C. A relaxed posture and open hands

   CCOHS suggests a relaxed posture, open hands and an attentive expression, and avoiding gestures such as pointing or folded arms.

7. Pergunta 7 de 16

   A customer complains that the checkout line was too long. You agree it was. What is the best response?

   • AExplain that the long line is not your fault
   • BAccept the fair criticism and thank them
   • CBlame the staff who called in sick
   • DSay nothing and keep scanning
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   Resposta: B. Accept the fair criticism and thank them

   Accept fair criticism. Blaming coworkers or ignoring the comment makes the customer feel unheard.

8. Pergunta 8 de 16

   A customer's criticism seems unfair to you. What does CCOHS suggest?

   • AIgnore the comment and move on
   • BTell the customer they are wrong
   • CAsk for clarification to understand their view
   • DDefend yourself firmly so they know you are right
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   Resposta: C. Ask for clarification to understand their view

   If criticism seems unwarranted, CCOHS suggests asking for clarification rather than arguing.

9. Pergunta 9 de 16

   Which sentence uses positive language?

   • A"You'll have to come back and try again some other time."
   • B"I can order that size, and it will arrive Tuesday."
   • C"There's nothing I can do."
   • D"We don't have that size."
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   Resposta: B. "I can order that size, and it will arrive Tuesday."

   Positive language tells the customer what you can do instead of only what you cannot.

10. Pergunta 10 de 16

    A customer looks confused when you say, "I'll RTV that SKU." What went wrong?

    • AYou gave too much detail about price
    • BYou used store jargon the customer may not know
    • CYou did not use enough technical terms for the item
    • DYou spoke too slowly for them
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    Resposta: B. You used store jargon the customer may not know

    Avoid store jargon, such as SKU or RTV, unless the customer uses it first. Plain words are clearer.

11. Pergunta 11 de 16

    A customer who is learning English does not understand your first explanation. What should you do?

    • ARepeat the same words more loudly
    • BSpeak faster so the explanation takes up less of their time
    • CUse short sentences, plain words and show the product
    • DAsk another shopper to translate
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    Resposta: C. Use short sentences, plain words and show the product

    Louder is not clearer. Short sentences, plain words and showing the product or writing numbers down help most.

12. Pergunta 12 de 16

    What is the best way to check that a customer understood the pickup steps?

    • AAsk them to tell you what they will do next
    • BRepeat the steps three times quickly and hand over the slip
    • CHand over the receipt and say goodbye
    • DAsk "Do you understand?"
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    Resposta: A. Ask them to tell you what they will do next

    Many people answer yes to "Do you understand?" even when unsure. Asking them to say the next step checks real understanding.

13. Pergunta 13 de 16

    You need to give a customer an order number, a pickup date and new store hours. How should you do it?

    • ATell them once and trust them to remember
    • BOne piece at a time, and write the key details down
    • CSay all three at once, quickly, so they can be on their way
    • DEmail it later without telling them
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    Resposta: B. One piece at a time, and write the key details down

    Give one piece of information at a time and write key details down, as Manitoba's accessible service tips suggest.

14. Pergunta 14 de 16

    On the phone, you cannot understand what a caller is saying. What should you do?

    • ATransfer them to any other department that might understand
    • BPretend you understood and say goodbye
    • CHang up and wait for them to call back
    • DStay on the line and ask about another way to communicate
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    Resposta: D. Stay on the line and ask about another way to communicate

    Do not hang up. Ask about another way to communicate, such as email or text.

15. Pergunta 15 de 16

    Which reply best combines empathy and active listening?

    A customer comes to the service desk holding a kettle and says:

    "I bought this here last week. It takes forever to boil, and the lid keeps sticking. I'm really annoyed. I needed it for my parents' visit this weekend."

    • A"Here's our return policy sign; you can read it over there."
    • B"Kettles are often slow in cold weather."
    • C"Sorry, that's frustrating. So it's slow and the lid sticks?"
    • D"Did you read the instructions first?"
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    Resposta: C. "Sorry, that's frustrating. So it's slow and the lid sticks?"

    The best reply names the feeling and repeats back the two problems, showing the customer they were heard.

16. Pergunta 16 de 16

    After acknowledging the problem, what should you ask next to understand what the customer wants?

    A customer comes to the service desk holding a kettle and says:

    "I bought this here last week. It takes forever to boil, and the lid keeps sticking. I'm really annoyed. I needed it for my parents' visit this weekend."

    • A"What would be the best outcome for you today?"
    • B"Do you remember how much you paid?"
    • C"Why didn't you test it in the store before you bought it?"
    • D"Are you sure you're using it right?"
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    Resposta: A. "What would be the best outcome for you today?"

    An open question about the outcome they want invites the customer to explain, without blaming them.

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