[单选题]Understanding the TestChoose the best answer for each of the following questions according to the test.Hey, I’m the Customer1. I’m the Customer.I have lots of money and I'm going to spend it. Take care of me and I’ll take care of you. I’ll encourage my friends to come to see you. I’ll come back when I need more of what you sell. All you've got to do is to satisfy me. Do you think I’m demanding too much? Hey, all I want is people to: Greet me and make me feel comfortable. Value me and let me know they think I’m important. Ask how they can help me. Listen to me and understand my needs. Help me get what I want or solve my problem. Invite me back and let me know I’m welcome anytime.2. Most of us form quick first impressions. We often decide whether we like people,want to do business with them, in the first few seconds, whether in face-to-face contact or over the telephone. Someone once told me people form 11 impressions of us in the first seven seconds of contact.3. Not long ago,I needed new business telephone lines and numbers. I called and was greeted by one of the friendliest voices I’d ever heard. Immediately, I felt comfortable. The person thanked me and put me completely at ease. Her greeting was most effective.4. Yours can be,too. All you have to do is to be aware of the importance of greeting people and then learn some simple techniques:5. Thank customers for coming in, contacting you, or seeing you. This is not what a new receptionist did the last time I went into the dental office. I walked in and stood at the counter for at least a minute. She knew I was there, but she didn’t acknowledge me. Finally she looked up, showed no reaction-no smile, no warmth-and said,“Sign in!” Her inattentiveness left me feeling less than thrilled about being there.6. Tune the world out then in. Another technique is to tune the world out and customers in. How often do you talk to yourself when you should be focusing on your customers? It’s easy to do this and it can be damaging to customer relations.7. “Let Me Know I’m Important!”8. Good customer service isn’t just painting a smile on your face and performing certain actions. People quickly see through thinly veiled attempts at niceness.9. Think:“You’re the customer-you pay my salary!”“There’s something about you I like!”“You make my job possible!”10. Once you have these values, you will see your job differently. Most people who work with people don’ really know what business they're in. Most think they’re in business to deliver products or services. They don’t know they’re in business to give benefits to people.11. Many in retailing, telemarketing, medical offices, or other places where people spend money,don’t know how to identify the real needs customers have. How do you go about identifying people’s needs? First, understand people’s needs aren’t for the product or service, but for what that will do for them. Customers don’t buy cars to have a vehicle?’ to drive. They do it so they can keep up with the Joneses, get good gas mileage, or save money.12. A most important part of your contact with customers will be to find out what their needs are — the payoff they want from what you sell. Ask “How may I help you?” Clichés such as “May I help you?” aren’t as complete. One calls for a quick turn-off response; the other calls for an explanation. Find out why they came in or contacted you. When you know why, you can better understand their individual needs. Ask open-ended questions. These call explanations because they contain the words who, what, where, why, when and how. Not only will these questions help you understand a person’s needs, you’ll also strengthen rapport by showing concern and listening.13. “Please Listen to Me.”14. After you ask how you can help, it’s time to do something few people do well- listen. Don’t listen casually; tune in to each person, cut out distractions and listen to their words, tone of voice and body language.15. Listening isn’t just hearing. It’s understanding feelings and emotions. It’s picking up subtle voice inflections and meanings. If the customer says,“I’m just looking”, maybe his body language is saying,“I’m interested in buying.”16. When you buy from someone, watch what the person does with his eyes. People often say the right words, but their eyes betray their true feelings. People who are really listening look into your eyes. When people aren’t looking into your eyes, it’s virtually16 impossible for them to hear everything you’re trying to tell them. When people are preoccupied, they almost never keep eye contact.17. Concentrated eye-contact helps you listen more effectively, andcustomers intuitively respect people who look them in the eyes. Listening is the highest form of persuasion. There's no better way to persuade your customers to buy from you than to listen.18. When you’ve greeted customers, valued them,asked how you can help them, and listened to them, it’s time to fill their needs. Remember, people don’t buy your product or service for what it is, but for what it will do for them.19. Whatever you’re selling or do for customers, you’ll help them better when you: Satisfy their wants or needs. Solve their problems. Give them extra value.20. Just as first impressions are memorable,so are last impressions. People carry their feelings with them when they leave you. There are three ways to make good impressions.21. Thank them for coming in or contacting you. This can be done with words, actions, or attitudes. If you are truly appreciative? You’ll communicate it,verbally or nonverbally. Always cheerfully express your appreciation whether people buy or not. This sets the stage for future success and referrals.22. Ask them to return soon. One reason why people love you to show appreciation is because it’s so uncommon. Notice the attitudes of people who serve you. Even when you purchase something,they don’t always leave you wanting to return. Let them get the idea you aren’t going to buy anything and you’ll usually be abandoned.23. Leave them wanting to return. When your attitudes and values are right, your actions will usually be right. Customers will have good feelings about you.24. Customers are becoming more demanding. They have more choices as to what they buy and from whom. One way to make them remember you favorably is to do something unexpected, out of the ordinary. Simple actions are most memorable — a small chocolate,a genuine “thank you" just before your customer leaves, an inexpensive gift. Be different; use your imagination.3. "It’s easy to do this and it can be damaging to customer relations.”“To do this” refers to( ) A
A: to tune the world out and customers in B
B: to talk to yourself when you should be focusing on your customers C
C: to focus on your customers D
D: to let the customers know that they are important