A customer rings to say that he has received a damaged order. Do you ...

• tell him that life is hard and put the phone down?

• tell him to ring the transport company?

• tell him to send a new order immediately?

• ask him to return the order and then decide what to do?

A customer has no idea what product he should buy. Do you ...

• tell him to go away and come back when he knows what he wants?

• find out what the customer needs and sell it to him?

• sell him the most expensive product you can?

The phone rings when you are leaving the office to go home. Do you ...

• act as if you didn't hear it and go home?

• answer it and spend time talking to the customer?

• answer it and promise the customer that you'll ring back in the morning?

• ask a colleage to answer it and go home.

A customer says he can buy the same product 25% cheaper from another supplier. Do you ...

• tell the customer that you don't believe him?

• reduce the price by 10% and hope the customer buys it?

• tell the customer to go to the other supplier?

• explain to the customer that your service and quality are better?

• Paper jam.

• Printer does not work.

• E-mail is returned.

• When you start you computer ist says "No system disk" and stops.

• You can't get access to the internet.

• Check if your modem is switched on.

• Remove floppy disk and hit any key.

• Check the plugs.

• Open the paper tray and remove the jammed paper.

• Check for correct address: every dot is important.

• Why / electric motor / not running?

• Why / drill / not clamp / properly?

• What / wrong / electric motor?

• Battery / should / charge.

• Keyless chuck / blocked.

• Trigger switch / set / anti-clockwise.