Customer Service

Which one of the following describes a main key feature of excellent customer service?

• Being courteous to customers.

• Exceeding customer needs.

• Accepting customer needs.

• Meeting company needs.

Which one of the following techniques is the most effective method of approaching customers on the sales floor?

• Acknowledge their presence.

• Greet them and carry on working.

• Wait until the customer asks for help.

• Observe customer movements but say nothing.

An effective technique for finding out what a customer is looking for is to

• ask if they would repeat the question

• interrupt them to confirm understanding

• form an opinion quickly

• summarise what they have said.

Which one of the following the most common type of customer complaint?

• Product label information.

• Wrong size.

• Pricing policy.

• Faulty goods.

Answer explanation

There is a difference between a complaint and a problem. A complaint is a customer problem that has legal backing. E.g. All products sold must be 'fit for purpose' under the Consumer Rights Act. Therefore selling a faulty item would be considered illegal.

Which one of the following techniques is most effective when dealing with customers making complaints?

• Identify important points and facts.

• Explain the company’s complaints policy.

• Write everything down.

• Ask for a brief version of events.

Which one of the following is an advantage to a retail business of having a loyal customer base? Customers will

• shop at the store before considering others

• expect to exchange or refund goods

• always find what they want at the right price

• be able to purchase goods at a cheaper price.

Answer explanation

Maintaining a loyal customer base allows Retailers to have confidence in their customers returning to their store as they wont leave to go to cheaper or newer retailers.

A retail questionnaire has uncovered that customers have no confidence in asking advice from staff. Which one of the following is most likely to be the reason?

 

• Insufficient staff training on product knowledge.

• Poor range of products within the store.

• Customers are unable to locate staff in the store.

• Product information to customers is extremely good.

Which of the following will influence a customer's first impression of a retail employee?

• Housekeeping

• Prices

• Atmosphere

• Helpfulness

Which of the following will customers form a first impression of a shop from?

• Cleanliness

• Atmosphere

• Staff appearance

• Housekeeping

Listening carefully to a customer, repeating back what they have said and appearing interested is known as

• Effective questioning

• Active listening

• Effective listening

• Hearing