Usually it's easier to _________________________ an existing customer than to gain a new one.
stick
preserve
keep
hold
When customers are leaving, it is important to thank them for coming in, even if they didn't buy anything.True/False
True
What is rule number 1 in customer service?
Yes we can
Customer is always right
keep asking them for more
A good customer is a profitable customer
What would you do if a mistake has been made?
Apologise
Say "it's not my problem"
Ignore the customer
Laugh
Providing great customer service is expected from employees and important to businesses because
it is the law
it is fun
it is key to doing well and staying in business
none of the above
An open question.....
requires more than a yes or no answer and encourages speakin
requires much effort and sometimes leads to misunderstanding
requires just, yes, of course
requires only a one-word or short answer.
How does solving difficult-customer situations benefit your company?
The difficult customers won’t bother you again.
You will get a promotion.
It will generate repeat business.
All the employees will get promotions.
A key benefit of offering good customer service is ............
Lower costs
less customers
Reduced tax
Repeat business
How would you view customer complaints?
At least is gives you a chance to talk to the customers
A waste of valuable time
As a pain in the backside
An opportunity to improve service
If the phone rings at work in how many rings should you answer it in?
10 rings
3 rings
5 rings
7 rings
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
argumentative.
impatient.
suspicious.
leave-me-alone.
I work in a shop and I can not provide my customer with what he/she wants what would I do?
Send them to the shop down the street
Laugh at them
Suggest alternatives in store
Say "sorry I can't help"
Why is Great Customer Service Important?
All of them
Stress levels are down.
The customer is happy.
You experience less grief from the costumer
Which of the following are ways companies gather customer feedback?
Social media
All of the above
Surveys
Customer Complaints
Phrases that should never be used because they frustrate and anger customers.
"You are right - that is bad."
All of the above
" I don't know."
"That's not my job."
We always try to improve our ____________ times, so that customers don’t have to wait long.
respond
response
responding
answering
Which of the following is NOT something to which customers pay attention?
“Words”
“Appearance”
“Handwriting”
“Facial expression”
What is an internal customer?
People outside the business who buy an organisations produc
Employees that work for the organisation and shop there
The production cycle
Only business managers
A customer service problem happens when
A customer asks for the manager
customer service does not meet expectations
serving the customers becomes unprofitable
customer complaint is ignored
Would I speak clearly and use language that the customer would understand?
Often
Sometimes
Rarely
Always
How can stereotypes affect how you treat customers?
“Stereotypes can cause you to misjudge and mistreat customer
“Stereotypes help you find out what the customer wants.” “
“Stereotypes give you the best idea of who the customer is.”
Stereotypes help you meet the customer's needs.
It is important to greet customers...
only if they are interested in products
when they enter the store, call the store, or you see them
when you feel like it
only if they speak to you first
If you are helping a customer and see another customer waiting,
ignore them
None of the above
demand that they wait their turn
politely acknowledge them and let them know you will help th
When Dealing with a Customer, You Should Not?
All of these
Give out orders or place blame on the Customer
Use the word "NO"
Get caught up in an argument.
Customers can ____________ a complain.
make
do
turn
run
We also use these occasions to _____________ feedback from customers on their preferences.
get
offer
welcome
give
In order to properly deal with angry customers, you will need to be able to
walk out because you don't want to get into a fight with th
have strong customer service skills
ignore the customer
become angry and upset with them
When a customer is angry, by remaining calm, helpful, and positive,
All of the above
you will look weak and your boss will get angry
you will be able to de-escalate (lower) the customer's anger
the customer will become more angry
Word-of-mouth publicity can give a business good or bad publicity.True/False
True
So that we can _____________ a solution which best meets their needs.
offer
make
take
try on
Which of the following is an easy way to show respect to customers?
Stop talking when the customer begins to speak.
Avoid eye-contact with the customer
Return calls or e-mail messages at your own convenience.
When addressing a customer, use his or her first name.
How is the best way to turn up to work?
In anything that fits
In your training gear
Smart and business like
In your old clothes
What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.
Reverse rivalry
Attracting new customers
Rising market share
Customer Loyalty
When a customer is complaining, what would you do?
Look around and try to get someone else to help
Tell them to 'go away'
Talk over them making excuses
Remain calm and listen
We provide a number of ways in which customers can _____________ a problem: this can be online, by email or online chat, by phone, or in person.
give
fill in
provide
report
If you are helping a customer and see another customer waiting,
demand that they wait their turn
ignore them
politely acknowledge them and let them know you will help th
None of the above
Our company does everything possible to promote _____________ loyalty.
consumer
client
costumer
customer
Businesses never fail because of repeated bad customer service by employees.
They fail at once
It depends on the money the company has
False
True
What is the main purpose of customer service?
To deliver standards.
To work as part of a team.
To increase sales
. To meet needs and expectations.
What is an external customer?
People outside the business who buy an organisation's produc
Employees that work for the organisation and shop there
Designer of the customer service policy
Production development teams
Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is
domineering/superior.
leave-me-alone.
argumentative.
impatient.