
010 - Working in a customer focused way
Authored by Kevin Farmer
Professional Development
Used 17+ times

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9 questions
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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)
3.
DRAG AND DROP QUESTION
30 sec • 1 pt
You can appropriately demonstrate willingness and enthusiasm to a customer by (a)
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.
CATEGORIZE 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
Thanking them for coming in
Holding a door open
Not responding when a customer says hello
Shouting at them
Farting loudly in front of them
Rolling your eyes at them
Listening to feedback graciously
Swearing at them
Assisting someone who is visually impaired around the premises
Providing a chair
Opening another till
Asking if they need any help
6.
CATEGORIZE 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
Poor hygiene levels
Easy to identify staff
Lack of relevant knowledge
Happy staff
Appropriate appearance
Rude hand gestures
Rude staff
Promptly answers calls
Polite greeting
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
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