CSV Exam Revision

"Tell me in detail about the fault in your laptop" is a type of _ question.

What is the last step when delivering after sales follow up?

• Feedback

• Thanking the customer

• Suggest second purchase

• Keep in touch with the customer

Which one of the following is NOT a benefit of providing quality service?

• Increase shop rental

• Increase sales revenue

• Build up good reputation

• Attracting a talented workforce

Which one of the following should you AVOID when performing a handshake during a business function?

• Ensure a comfortable distance is kept

• Use a medium grip handshake

• Greet customer's name correctly

• Pat the top of the customer's hand

Which one of the following is a GOOD way to build rapport with customers?

• Speak loudly

• Sit down when talking to customers

• Smile and greet customers

• Stand near the customer

Which one is NOT a possible outcome when a customer brings a faulty good back to the store?

• Exchange

• Refund

• Replacement

• Resend

Lemon Law protects customers from retailers who sell _ goods

Under the lemon law, if a defect surfaces within _ months of purchase, it is assumed that the defect existed at the time of sale and customer can get a refund or replacement.

A customer enters the store. The customer service staff immediately stops his work and attends to the customer. Which service attribute is the staff displaying?

• People Orientation

• Positive Attitude

• Customer first mindset

• Basic Respect

Communication comprises of mainly __% body language.

• 35

• 55

• 75

• 95