1.
General Understanding:
○ What is the main idea of the reading passage?
○ Why is it important for businesses to treat
customers as though they are always right?
2. Key Points for Customer Retention:
○ What should businesses do to avoid making
customers wait for service?
○ How can businesses demonstrate reliability to
their customers?
3. Specific Strategies:
○ Why is it important for businesses to be extremely
friendly and courteous?
○ What attitude should businesses have when
answering customer questions or fulfilling
requests?
4. Product and Service Quality:
○ What should businesses do if a product falls apart
or doesn’t work?
○ Why is it important for businesses to stand by
their products and services?
5. Application and Examples:
○ Give an example of how a business can be a
good listener to its customers.
○ What are some ways a business can show
appreciation to its customers?
Answers:
General Understanding:
● What is the main idea of the reading passage?
○ The main idea is that a smart business treats
customers as though they are always right, focusing
on providing excellent service and building
relationships to keep customers coming back.
● Why is it important for businesses to treat customers
as though they are always right?
○ Because customers buy solutions and relationships,
not just products or services, and treating them well
ensures they feel valued and will return.
Key Points for Customer Retention:
● What should businesses do to avoid making
customers wait for service?
○ Businesses should not procrastinate and ensure they
get things done on time, giving customers what they
want promptly.
● How can businesses demonstrate reliability to their
customers?
○ By doing what they promise, apologizing and finding
solutions if a problem arises, and avoiding making
promises they can’t keep.
Specific Strategies:
● Why is it important for businesses to be extremely
friendly and courteous?
○ Because it makes customers feel respected and
heard, and paying attention to their complaints and
praise helps build a positive relationship.
● What attitude should businesses have when
answering customer questions or fulfilling requests?
○ They should always try to be helpful, use a "can-do"
attitude, and make customers feel important and
valued by being ready and willing to help.
Product and Service Quality:
● What should businesses do if a product falls apart or
doesn’t work?
○ They should take responsibility and arrange to repair
or replace it.
● Why is it important for businesses to stand by their
products and services?
○ Because high-quality products, excellent service, and
reasonable prices build customer trust and
appreciation, leading to recommendations and repeat
business.
Application and Examples:
● Give an example of how a business can be a good
listener to its customers.
○ A business can be a good listener by paying attention
to customer feedback, addressing their concerns
promptly, and thanking them for their input.
● What are some ways a business can show
appreciation to its customers?
○ Businesses can show appreciation by expressing
gratitude, offering personalized services, providing
discounts for loyal customers, and always thanking
them for their business.
