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Customer Service

  • Game Code: 4106655
  •  22     Public
    Customer service sample questions for unit 152 of the Retail tech cert
  •   Study   Slideshow
  • Which one of the following best describes what is meant by customer service?
    Developing staff goals
    Selling more products to customers
    Giving customers what they want
    Giving staff incentives
  •  15
  • Good customer service contributes to the success of a retail business by?
    Attracting more staff
    Increasing product range
    Increasing product knowledge
    Attracting new customers
  •  15
  • An example of Bad Customer Service is....
    Doing anything to help a customer solve their problem
    Listening to the customer with empathy
    Offering solutions to a customers issue
    Telling a Customer NO, I can't help you!
  •  15
  • Bad customer satisfaction can result in
    Staff motivation increasing
    Customer loyalty increaqsing
    Loss of sales
    Increase in profit
  •  15
  • Bad customer service...
    Encourages repeat business
    Improves customer loyalty
    Increases profit
    Increases negative reviews online
  •  15
  • Which of these is an example of good customer service?
    Frowning
    Smiling
    Growling
    Crying
  •  15
  • Responding to customer complaints must not be handled with ________.
    Courtesy
    Tact
    Impatience
    Self-Control
  •  15
  • How would you view customer complaints?
    At least is gives you a chance to talk to the customers
    An opportunity to improve service
    A waste of valuable time
    As a pain in the backside
  •  15
  • Why should you always try to solve a customer's complaint?
    To get rid of the customer quickly
    To shut the customer up!
    so you can finish work early
    To retain customer loyalty
  •  15
  • Why should you summarise a customer's requirements / complaint with them?
    To see if they are genuine
    To find out how much they want to spend
    To find out what they want
    To show understanding
  •  15
  • What is a customer complaint?
    An expression of dissatisfaction
    An expression of satisfaction
    A guest trying to get something for free
    Something to be ignored
  •  15
  • Which one of the following gives Customers a positive first impression?
    Tidy stockroom
    Eye-catching displays
    Late opening hours
    Good rest room facilities
  •  15
  • Staff can contribute positively to a customer’s initial impression by?
    Being early for work
    Cleaning the stockroom
    Completing paperwork
    Being ready to help
  •  15
  • Which one of the following services would a new customer be most likely need?
    The names of the staff
    The store opening times
    The location of products
    The latest fashions
  •  15
  • Which one of the following is the best way of meeting customers’ needs for product information?
    Well trained staff
    Large stock range
    Longer opening hours
    Store information board
  •  15
  • How does written communication best contribute to the effectiveness of customer service?
    More staff available within the store
    Stocktaking audits are more accurate
    Notices available in different languages
    Complaints can be solved more easily
  •  15
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