Study

Customer Service

  •   0%
  •  0     0     0

      Back   Restart
  • How does written communication best contribute to the effectiveness of customer service?
    Notices available in different languages
    Complaints can be solved more easily
    More staff available within the store
    Stocktaking audits are more accurate
  • Responding to customer complaints must not be handled with ________.
    Courtesy
    Tact
    Self-Control
    Impatience
  • The most important reason to listen to a customer is?
    So they can explain their needs
    So staff can order more stock
    For staff to learn about products
    To make them feel reassured
  • Good customer service contributes to the success of a retail business by?
    Attracting new customers
    Attracting more staff
    Increasing product knowledge
    Increasing product range
  • Which one of the following gives Customers a positive first impression?
    Good rest room facilities
    Eye-catching displays
    Tidy stockroom
    Late opening hours
  • Why should you always try to solve a customer's complaint?
    To get rid of the customer quickly
    To retain customer loyalty
    so you can finish work early
    To shut the customer up!
  • How would you view customer complaints?
    A waste of valuable time
    An opportunity to improve service
    As a pain in the backside
    At least is gives you a chance to talk to the customers
  • A customer has a return, worn twice now broken zip. Which option should the store take?
    Refuse to accept it as it has been worn
    Offer a repair or exchange the item
    Return the item to the supplier
    Examine the item and offer an apology
  • Which one of the following services would a new customer be most likely need?
    The location of products
    The store opening times
    The latest fashions
    The names of the staff
  • Bad customer service...
    Encourages repeat business
    Increases negative reviews online
    Improves customer loyalty
    Increases profit
  • Which one of the following best describes what is meant by customer service?
    Giving customers what they want
    Giving staff incentives
    Developing staff goals
    Selling more products to customers
  • What is a customer complaint?
    An expression of dissatisfaction
    Something to be ignored
    A guest trying to get something for free
    An expression of satisfaction
  • Spoken communication best contributes to the effectiveness of c/service by highlighting that?
    Customer needs are understood
    Customers are always right
    Staff are multi-skilled
    Staff are listening
  • Which of these is an example of good customer service?
    Smiling
    Growling
    Frowning
    Crying
  • Employees are meant take complete ownership of our customers' problems and are empowered to resolve them
    True
    False
  • We look for ways to build loyalty with customers even when we cannot provide the service they requested
    False
    True
  • Employees should understand that their co-workers are their primary customers
    True
    False
  • Which one of the following is the best way of meeting customers’ needs for product information?
    Longer opening hours
    Well trained staff
    Store information board
    Large stock range
  • An example of Bad Customer Service is....
    Offering solutions to a customers issue
    Telling a Customer NO, I can't help you!
    Doing anything to help a customer solve their problem
    Listening to the customer with empathy
  • Why should you summarise a customer's requirements / complaint with them?
    To find out how much they want to spend
    To show understanding
    To see if they are genuine
    To find out what they want
  • Staff can contribute positively to a customer’s initial impression by?
    Being ready to help
    Being early for work
    Completing paperwork
    Cleaning the stockroom
  • Bad customer satisfaction can result in
    Customer loyalty increaqsing
    Loss of sales
    Increase in profit
    Staff motivation increasing
    • Your experience on this site will be improved by allowing cookies.