Customer Service

Front

Which of the following is most likely to help in calming an angry customer when face to face?
Options:
Crossing your arms,
Rapid nodding of the head,
Slow nodding of the head,
Smiling

Back

Smiling

Front

Which statement about customer service is correct? Excellent customer service results in a more positive business reputation.

Back

Excellent customer service results in a more positive business reputation.

Front

What is the main purpose of customer service?

Back

To meet needs and expectations.

Front

Which of the following is one of the most effective and least expensive ways to market a business? In-theater advertising, Effective customer service, Glossy, colorful, professional brochures, One-on-one sales calls

Back

Effective customer service

Front

Which is a way to gain customer satisfaction? Options: Confidence in service, Not dealing with problems, Slow service, Long queues

Back

Confidence in service

Front

Which is not a way to provide consistent and reliable service? Options: Product knowledge, Dealing with problems, Long waiting time, Short waiting time

Back

Long waiting time

Front

The staff in the shop are very polite, they are ______________________.

Back

courteous

Front

Which of the following is an easy way to show respect to customers? When addressing a customer, use his or her first name. Stop talking when the customer begins to speak. Return calls or e-mail messages at your own convenience. Avoid eye-contact with the customer lest he or she is offended

Back

Stop talking when the customer begins to speak.

Front

Which one of these roles does not deal directly with customers? Receptionist, Shop Assistant, Delivery Driver, Cleaner

Back

Cleaner

Front

Identify the benefits of good customer service to the business: Customers who did not enjoy their experience, will recommend the business to friends., Customers who enjoy their experience, will spend more money., The business will not expand., The business will get bad reviews.

Back

Customers who enjoy their experience, will spend more money.