DPR20043 RETAIL CUSTOMER SERVICE CHAPTER 1.0

1. 1. Customer service is the ability of ______________, capable and enthusiastic employees to deliver products and services to their internal and external customers.

• Appraisal

• Knowledgeable

• Experience

• Performance

2. There are TWO (2) types of customers which are:

• Male and Female customer

• New and Old customer

• External and Internal customer

• Loyal and Un - loyal customer

1. 3. Pre - transaction service are includes as follow, EXCEPT:

• Convenient Hour

• Parking

• Information aid

• Free Gift

4. Transaction service are services provided to customers when they are ______ the store shopping and transacting business.

• on

• between

• out

• in

5. Post-transaction services are includes as follow, EXCEPT:

• Credit

• Handle complaint

• Merchandise return

• Delivery

6. There are THREE (3) types of customer information attributes: Demographic, Psychographic and ___________________

• Demand

• Interest

• Firmographic

• Behavioural

7. There are FIVE (5) types of customer needs: service, price, quality, action and __________

• Perception

• Appreciation

• Information

• Decision

8. Personal shopping is one types of ______________ service.

• Transaction

• Pre-transaction

• Post-transaction

• No transaction

9. _______________ may involve sending thank you email, conducting satisfaction surveys or offering additional support and resources.

• Handle complain

• Merchandise return

• Post-sale follow-up

• servicing, repair and warranties

10. The ______________ is the first impression for customers of their shopping experience.

• Convenient hour

• Promotion

• Information aid

• Parking lot