Step Up and Lead Practice Test 2026 - Free Leadership Practice Questions and Study Guide

Using first names only is not considered one of the seven simple actions when dealing with customers. While using someone's name can create a personal connection, the extent to which you use first names may depend on the context and the preferences of the customer. Some individuals might feel more comfortable being addressed with their last names or with a title. The emphasis in customer interactions is generally on respect, professionalism, and friendliness, which are better captured by the other options listed.

Being friendly helps build rapport and creates a welcoming atmosphere, which is essential in customer service. Saying please and thank you demonstrates politeness and appreciation, reinforcing a positive interaction. Making eye contact conveys attention and sincerity, fostering a connection and showing that you value the customer’s presence. Each of these actions contributes to a positive customer experience, while the approach to using names should align with best practices and individual preferences, rather than being a standardized action.