Answer all questions in this section - 25 marks. 1. State two expectations a customer may have of an organization's staff. i. . . . ...... ii. . . ........ (2 marks) 2. State one type of organization and identify one of its internal customers. i. Organization: ........ ii. Internal customer (2 mark) 3. List three general requirements a customer may have. i. .......... ii. ......... iii. . . . . ... 3 marks) 4. Describe what is meant by 'body language . . . . . ....... (1 mark) b) Give one example. . . . . ...... (1mark) 5. Identify two circumstances when customer service staff would need to use questioning to satisfy a customer. . . . . . ..... (2 marks) 6. State two methods of how staff can communicate with customers. . . . . . .......... . . ................ (2 marks) 7. Give two reasons an organization must keep its customer records safe and secure. .. .. ........... . . ........ . . . . . ..... . . . ...... (2 marks) 8. Identify two expectations a customer will have about a product they are buying. . . . . ...... . . . . ..... (2 marks) 9. State one reason why an organization has set procedures for staff to follow. .. . ....... ..... (1 mark) b) Give one course of action that a member of staff can take when they cannot answer a customer's query. . . . . . .... (1 mark)