WorksheetsCustomer Relationships
Total questions: 37
Worksheet time: 25mins
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.
The staff in the shop are very polite, they are ______________________.
a)
courteous
b)
efficient
c)
faithful
d)
uncaring
4.
The customer service reacted quickly and in a positive way, they were ______________________
a)
uncaring
b)
responsive
c)
attentive
d)
courteous
5.
What is customer service?
a)
when a business meets customer needs
b)
a method of production
c)
The service provided to customers before, during and after purchasing a product
6.
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
7.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
8.
Why should employees act as if customers are their employer?
a)
Customers own the business
b)
Employees would not have jobs if there were no customers
c)
Employees might work for the customers in the future
d)
Customers pay employees' bonuses
9.
What do customers expect business employees to be?
a)
Well- Informed
b)
Irresponsible
c)
Wealthy
d)
Laid- Back
10.
Being positive is not a good way to show the customer service mindset
a)
False
b)
True
11.
An active, learned process consisting of four phases--receiving/hearing the message, attending, comprehending/assigning meaning, and responding
a)
Perceptions
b)
Psychological Distracters
c)
Biases
d)
Listening
12.
A customer service representative strives to be prompt when addressin customer complaints. Which service factor is the representative dfemonstrating?
a)
Responsiveness
b)
Assurance
c)
Empathy
d)
Reliability
13.
The majority of what is communicated during face-to-face meetings is conveyed by...
a)
body language
b)
word choices
c)
verbal tone
d)
clothing
14.
The best way to talk to a new customer is to:
a)
Flatter her—tell her she has taste and looks great
b)
Interact as if you are old friends
c)
Match what you say and your tone of voice to her personality
d)
Convince her that you know what is best for her to buy
15.
According to the module, the customer is always right.
a)
True
b)
False
16.
To get customer buy-in what should you do?
a)
Allow the customer to provide input
b)
Tell the customer what they need
c)
Let the customer decide without your input
d)
Don't listen to their ideas
17.
If an employee "goes the extra mile", what probably will happen?
a)
The employee will get in trouble
b)
The customer will be satisfied
c)
The customer will be unhappy
d)
The employee will be unhappy
18.
What is the best way to understand people?
a)
listen to them
b)
think about what you are going to say next
19.
When you actively listen to someone, it helps you understand the message they are communicating.
a)
true
b)
false
20.
If there is a problem caused by you or your company, you should:
a)
Act like nothing happened
b)
Tell the customer you made a mistake and wait for a response
c)
Apologize to the customer
d)
Hide the problem so the customer won't think poorly of the company
21.
What does it mean to take something personally?
a)
Think that a remark or action is directed at you rather than the situation
b)
Think that a remark or action is directed at the situation rather than you
c)
Take it that you need to personally resolve the issue
22.
When a customer is upset, what should you do?
a)
Argue with the customer
b)
Ignore the customer
c)
Keep calm and not argue
d)
Go get a manager
23.
Problems in customer service can allow employees to learn.
a)
True
b)
False
24.
What is a proper response to an employee making a mistake?
a)
Fire the employee
b)
Give the customer a refund
c)
Apologize and resolve the problem
d)
Correct the employee in front of the customer
25.
When you follow up with a customer once a problem has been resolved you are practicing what?
a)
Customer focus
b)
Customer problem-solving
c)
Customer resolution
d)
Customer follow-up
26.
When you give a person eye contact you are showing what?
a)
That you are angry with them
b)
That you don't trust them
c)
That you don't care about what the customer is saying
d)
That you are interested in what the customer is saying
27.
When a customer is angry what expression should the employee have on their face?
a)
Anger
b)
Interest, but not mocking
c)
Skepticism
d)
Smiling
28.
Nonverbal communication is a system of symbolic behaviors that include all forms of communication except words.
a)
True
b)
False
29.
How should you NOT deal with difficult customers
a)
Don't blame the customer
b)
Look for points of agreement
c)
Use positive self-talk
d)
Argue back
30.
When a salesperson convinces a customer to purchase more than they first planned, they are ______.
a)
Cheating the customer
b)
Upselling
c)
Soft selling
d)
Deceptive selling
31.
How quickly should phone message be returned?
a)
When you have time
b)
Within 24 hours
c)
Within an hour
d)
Within a week
32.
What does it mean when you type with ALL CAPS?
a)
It is important
b)
It is thoughtful so people can read it
c)
It makes the email/message look better
d)
It is perceived as yelling
33.
If doing a live chat for a business, the employee should do what?
a)
Use the customer's name
b)
Ask indirect questions
c)
Respond within a week
d)
Quickly get the chat over with
34.
When sending an email, what should be put in the subject line?
a)
A brief description of the communication
b)
Abbreviations & Emoticons
c)
Nothing
d)
Whatever you want
35.
When you listen to hear, understand and evaluate the information shared you are practicing what type of listening?
a)
active
b)
casual
c)
evaluative
d)
reflective
36.
Which of the following isn't an example of customer service cultural awareness?
a)
Treating your customer as an individual
b)
Obtaining demographic inforamtion about the customers served
c)
Educating yourself on the communications styles, gestures and body language of customers from different countries
d)
Treat the customer as a member of a group
37.
When sending an email message from your company, you should make sure the email is:
a)
unclear
b)
disrespectful
c)
concise
d)
not inclusive of contact information
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