Study

Customer Service

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