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WorksheetsCustomer Service
Total questions: 15
Worksheet time: 15mins
Name
Class
Date
1.
Choose an example of good customer service.
a)
Food service assistands stands with their backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
2.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
3.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
4.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
5.
The staff in the shop are very polite, they are ______________________.
a)
courteous
b)
efficient
c)
faithful
d)
uncaring
6.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
7.
Last year, we lost a lot of customers ______________ our competitor
a)
for
b)
on
c)
to
d)
with
8.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
9.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
10.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
11.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
12.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
13.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
14.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
15.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness
c)
Service Breakdown
d)
Psychological Distracters
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