Shop Overview & Customer Service
Quiz
•
Professional Development
•
Vocational training
•
Practice Problem
•
Easy
Andrea Strommen
Used 2+ times
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44 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Identify the benefits of good customer service to the business.
Customers who did not enjoy their experience will recommend the business to friends.
Customers who enjoy their experience will spend more money.
The business will not expand.
The business will get bad reviews.
Answer explanation
Customers who enjoy their experience are more likely to spend more money, leading to increased revenue for the business. This highlights the importance of good customer service in fostering customer satisfaction and loyalty.
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which is not a way to provide consistent and reliable service?
Product knowledge
Dealing with problems
Long waiting time
Short waiting time
Answer explanation
Long waiting time is not a way to provide consistent and reliable service, as it leads to customer dissatisfaction. In contrast, product knowledge and effectively dealing with problems enhance service quality.
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
A customer service problem happens when
A customer asks for the manager
serving the customers becomes unprofitable
customer complaint is ignored
customer service does not meet expectations
Answer explanation
A customer service problem occurs when customer service does not meet expectations, leading to dissatisfaction. This choice directly addresses the core issue of service quality, unlike the other options.
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Interpersonal skills are valuable to an employer because they include the following:
Hard Skills
Communication & Social Awareness
Service Breakdown
Psychological Distracters
Answer explanation
Interpersonal skills, particularly Communication & Social Awareness, are crucial for effective collaboration and understanding in the workplace, making them highly valuable to employers.
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
A customer brings their vehicle to a dealership. To provide good customer service, the service writer (service advisor) should do which of the following:
Greet them, give them a coupon for their next oil change for free.
Provide them a list of services your shop offers and tell them where the waiting room is.
Discuss political opinions and talk about TikTok trends.
Greet the customer, state the name of the shop, ask them what brings them in today.
Answer explanation
The correct choice emphasizes the importance of greeting the customer, introducing the shop, and inquiring about their needs, which fosters a welcoming environment and effective communication.
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What do customers expect business employees to be?
Well-Informed
Irresponsible
Wealthy
Laid-Back
Answer explanation
Customers expect business employees to be well-informed, as this reflects professionalism and the ability to provide accurate information and assistance. The other options do not align with customer expectations.
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
How should you deal with a furious customer yelling at you because of a billing error?
Fight them
Blame the billing department
Find out what caused the mistake
Call the supervisor to complain about their attitude
Answer explanation
The best way to handle a furious customer is to find out what caused the mistake. This approach shows empathy and a willingness to resolve the issue, rather than escalating the situation or shifting blame.
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