010 - Working in a customer focused way

010 - Working in a customer focused way

9 Qs

quiz-placeholder

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010 - Working in a customer focused way

010 - Working in a customer focused way

Assessment

Quiz

Professional Development

Easy

Created by

Kevin Farmer

Used 17+ times

FREE Resource

9 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Being polite and positive when dealing with customers is good because:

It sets an appropriate tone for the rest of the interaction

If YOU are positive the customer is more likely to see the business as positive

It can help to build trust and confidence in the organisation

All of the other answers are correct

2.

DROPDOWN QUESTION

1 min • 1 pt

Which one of these is NOT a valid reason for dealing with a customer in an appropriate timescale?​ (a)  

You can get back to the kitchen for a quick gossip
Customer feels more respected
The customer has a prompt service
The customer is more likely to come back

3.

DRAG AND DROP QUESTION

30 sec • 1 pt

You can appropriately demonstrate willingness and enthusiasm to a customer by ​ ​ (a)  

asking if they need help
cartwheeling past them
calling them 'duck'
staring into their eyes
clapping loudly every time they walk past

4.

FILL IN THE BLANK QUESTION

30 sec • 1 pt

Keeping promises, keeping customers informed, meeting deadlines and being honest all help to show this:

5.

CLASSIFICATION QUESTION

1 min • 1 pt

Sort the following into ways that show/do not show consideration for customers:

Groups:

(a) Shows

,

(b) Does not show

Farting loudly in front of them

Asking if they need any help

Listening to feedback graciously

Shouting at them

Swearing at them

Providing a chair

Not responding when a customer says hello

Rolling your eyes at them

Assisting someone who is visually impaired around the premises

Thanking them for coming in

Holding a door open

Opening another till

6.

CLASSIFICATION QUESTION

1 min • 1 pt

Sort these things into lists that show what might (a) impress and (b) annoy customers:

Groups:

(a) Impress customers

,

(b) Annoy customers

Rude staff

Poor hygiene levels

Lack of relevant knowledge

Rude hand gestures

Appropriate appearance

Easy to identify staff

Promptly answers calls

Polite greeting

Happy staff

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It is good to put customers at ease because it can:

help to build trust in you and the business

contribute to an enjoyable customer service experience

help to lessen anxiety and build confidence

All three of the other answers are correct

8.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does the thumbs up symbol means in Greece, Australia and some parts of the Middle East?

I am better than you

I want a thumb war

My thumb is stuck

Sit on this

9.

DROPDOWN QUESTION

1 min • 1 pt

The 'rock on' hand gesture, when used in Brazil, France, Italy and Portugal is a way for a man to let another man know that their wife is: ​ (a)  

cheating on them
an absolute genius
very funny
very very angry