Question 1 (1 point)
Research has shown that an employee's ability to show _____________ can make or break your business.

a
appropriate anger
b
a smile
c
empathy
d
Frozen 2
Question 2 (1 point)
A client list should include:

a
the high school the client attended
b
the client's zodiac sign
c
the client's preferred restaurant
d
the client's name
Question 3 (1 point)
A client list tracks what?

a
supplies I need to order
b
the service and sales amount in a day
c
a list of all the people who came into the facility
d
all the people who walked by the facility
Question 4 (1 point)
When creating a differentiated customer experience, what is one of the things a company should do?

a
commit to random acts of kindness
b
create a log book to organize your customers
c
give away business cards
d
treat all customers the same
Question 5 (1 point)
According to your reading materials, what percentage of customers rate their buying or service experience by how they were treated?

a
60%
b
70%
c
4.777%
d
1%
Question 6 (1 point)
The five keys to differentiating customer experience include: kindness, surprise, sincerity, ______________, and empathy.

a
slogans
b
creativity
c
humor
d
sarcasm
Question 7 (1 point)
According to your reading materials, you should never treat customers as:

a
important
b
transactions
c
incompetent
d
children
Question 8 (1 point)
A client list helps a business by:

a
keeping track of money earned and owed to the business
b
tracking how many customers came in and paid in a given day
c
all of the above
d
documenting which services are most popular for the business