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Good Customer Service in Retail Reading Answers

Bhaskar Das

Nov 11, 2025

Good Customer Service in Retail Reading Answers is an academic reading answers topic. Good Customer Service in Retail Reading Answers has a total of 7 IELTS questions in total. In the question set given, you have to fill in the blanks with the correct option in no more than two words.

The IELTS Reading section is an essential part of the test that evaluates a candidate's comprehension and analysis of various passage types. You will work through several IELTS reading practice problems in this section that resemble actual test situations. These questions are designed to help you improve your ability to recognise essential concepts, extract particular facts, and make inferences. Practising these IELTS reading problems can help you get comfortable with the structure and increase your confidence for the exam, regardless of whether you are studying for the Academic or General Training module.

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Good Customer Service in Retail Reading Answers

Section 1

GOOD CUSTOMER SERVICE IN RETAIL

Without customers, your retail business would not exist. It stands to reason, therefore, that how you treat your customers has a direct impact on your profit margins.

Some customers just want to browse and not be bothered by sales staff. Try to be sensitive to how much help a customer wants; be proactive in offering help without being annoying. Suggest a product that naturally accompanies what the customer is considering or point out products for which there are special offers, but don't pressure a customer into buying an item they don't want.

Build up a comprehensive knowledge of all the products in your shop, including the pros and cons of products that are alike, but that have been produced under a range of brand names. If you have run out of a particular item, make sure you know when the next orders are coming in. Negativity can put customers off instantly. If a customer asks a question to which the answer is 'no', do not just leave it at that — follow it with a positive, for example: 'we're expecting more of that product in on Tuesday'.

Meanwhile, if you see a product in the wrong place on a shelf, don't ignore it — put it back where it belongs. This attention to presentation keeps the shop tidy, giving the right impression to your customers. Likewise, if you notice a fault with a product, remove it and replace it with another.

When necessary, be discreet. For example, if the customer's credit card is declined at the till, keep your voice down and enquire about an alternative payment method quietly so that the customer doesn't feel humiliated. If they experience uncomfortable emotions in your shop, it's unlikely that they'll come back.

Finally, good manners are probably the most important aspect of dealing with customers. Treat each person with respect at all times, even when you are faced with rudeness. Being discourteous yourself will only add more fuel to the fire. Build a reputation for polite, helpful staff and you'll find that customers not only keep giving you their custom, but also tell their friends about you.

QUESTIONS 21-27

CHOOSE NO MORE THAN TWO WORDS FROM THE TEXT FOR EACH ANSWER.

WRITE YOUR ANSWERS IN BOXES 21- 27 ON YOUR ANSWER SHEET.

21. A………………..approach to selling is fine as long as you do not irritate the customer.

Answer: PROACTIVE

Supporting statement: be proactive in offering help without being annoying.

Keywords: proactive, annoying

Keyword Location: Para 1, Line 2

Explanation: The text advises being proactive in offering help but warns against being annoying.

22. Recommend additional products and…………without being too forceful.

Answer: SPECIAL OFFERS

Supporting statement: Suggest a product that naturally accompanies what the customer is considering or point out products for which there are special offers, but don't pressure a customer...

Keywords: naturally accompanies, special offers

Keyword Location: Para 1, Lines 3-4

Explanation: The text suggests accompanying products and pointing out special offers.

23. Know how to compare similar products which have different…………...

Answer: BRAND NAMES

Supporting statement: the pros and cons of products that are alike, but that have been produced under a range of brand names.

Keywords: pros and cons, brand names

Keyword Location: Para 2, Lines 1-2

Explanation: Staff must compare products that are similar but have different brand names.

24. Avoid………….by always saying more than 'no'.

Answer: NEGATIVITY

Supporting statement: Negativity can put customers off instantly. If a customer asks a question to which the answer is 'no', do not just leave it at that — follow it with a positive, for example: 'we're expecting more of that product in on Tuesday'.

Keywords: Negativity, customers off

Keyword Location: Para 2, Line 4

Explanation: The text links avoid saying no and follow up with a positive statement to avoid Negativity.

25. Keep an eye on the…………. of goods on the shelves.

Answer: PRESENTATION

Supporting statement: his attention to presentation keeps the shop tidy, giving the right impression to your customers

Keywords: presentation, shop tidy, impression

Keyword Location: Para 3, Line 2

Explanation: Moving items back where they belong is described as attention to presentation.

26. If a customer has problems paying with their…………….. handle the problem with care.

Answer: CREDIT CARD

Supporting statement: For example, if the customer's credit card is declined at the till, keep your voice down

Keywords: customer's credit card, declined

Keyword Location: Para 4, Line 1

Explanation: The example provided is about a customer whose credit card is declined.

27. Any…………….. from a customer should not affect how you treat them.

Answer: RUDENESS

Supporting statement: Treat each person with respect at all times, even when you are faced with rudeness.

Keywords: respect, rudeness

Keyword Location: Para 5, Line 2

Explanation: The text instructs staff to maintain respect even when faced with a customer's rudeness.

Read More IELTS Reading Related Samples

*The article might have information for the previous academic years, please refer the official website of the exam.

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