Learning outcomes

When you have studied this session, you should be able to:

• Define and use correctly all of the key words printed in bold.
• Describe the attitudes required for creating a welcoming customer environment
• Identify skills required for customer service
• Describe the techniques of greeting customer
• Discuss the seven techniques of establishing rapport with customer
• Explain the tasks that help to maintain customer data
• Identify the basic buying needs of customers pertaining to a product
• Describe the techniques of assessing customer needs