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