List all key things to remember when greeting a customer either face-to-face or on the telephone. Task 1.2 Discuss the importance to maintain personal dress and presentation in line with organisational requirements? Task 1.3 Why is it important to maintain sensitivity to customer specific needs and any cultural, family or individual differences? Task 1.4 Discuss the importance of building rapport with customers? Describe what practical steps can be taken to build rapport with a customer. Task 1.5 Generate a bank of questions that can be used to identify a customer's needs in general terms. There should be a mixture of open and closed questions and you should include questions which can help you to assess the customer's need for urgency. Task 1.6 Why is it important to provide the customer with information about any problems and delays