HSC C3 quiz

What is the importance of making a good first impression?

• To gain the customer's trust and respect

• To increase your own confidence

• To make the customer focus on what you are saying

• To make the customer buy your product

What is the significance of maintaining a professional image at work?

• To gain the customer's trust and respect

• To increase your own confidence

• To make the customer buy your product

• To show an important aspect in communicating an 'I care' image to customers

What is the importance of basic grooming and hygiene in customer service?

• It makes the customer trust you more readily

• It increases your own confidence

• It makes the customer focus on what you are saying

• It helps to keep morale high and boost self-confidence

What percentage of communication consists of body language according to research?

• 55%

• 25%

• 38%

• 7%

What is NOT a key attribute of a service professional?

• Positive Attitude

• Customer First Mind-set

• Organisational Competence

• People Orientation

What does reliability refer to in customer service?

• The ability to provide personalized responsiveness

• The ability to provide consistent good service and deliver on promises

• The ability to meet customer's needs and resolve problems

• The ability to be available when customers need help

What does service culture in an organization refer to?

• How the staff provides service to their fellow colleagues and customers

• The values, beliefs, and practices of the organization

• The product or service provided by the company

• The method used by the organization to provide services and products

What are the key components of a customer service environment?

• Customer, Organizational Culture, Human Resources, Products/Services, Service

• Customer, Organizational Culture, Human Resources, Products/Services, Delivery Systems

• Customer, Organizational Culture, Human Resources, Products/Services, Delivery Systems, Service

• Organizational Culture, Human Resources, Products/Services, Delivery Systems, Service

What are the non-verbal signals for farewells?

• Maintain eye contact, smile, and always maintain a positive body language

• Express appreciation for interest in the product/service and ask the customer to come back

• Ask the customer to come back and greet the customer with a smile

• Thank the customer and express appreciation for interest in the product/service

What is the proper form of address for a male customer if you know his name?

• Master

• Sir

• Mr. XX

• Mister