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WorksheetsCustomer Service - Revision
Total questions: 18
Worksheet time: 20mins
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
How do you normally respond if you don’t know the answer to a customer’s question?
If you absolutely cannot answer their question, respond with ‘I’m not 100% sure on that, but let me check with one of my colleagues and get back to you straight away.
Tell them the truth that you do not know and to go away because they are bothering you.
You make up the answer and hope for the best!
Someone who buys goods or services
A- Customer
B- Client
C- Buyer
A and B
The types of communications are
A- Direct communication
B- Low level communication
C- Indirect communication
A and C
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service
True
False
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Why is customer service mandatory?
Customer service is mandatory as required by federal law.
Customer service is mandatory because without it a company will
lose customers.
Customer service is mandatory because state law requires it.
Customer service is mandatory because CEOs like to spend money
on it.
WHY CUSTOMER SERVICE IS IMPORTANT
1. The best customer service builds trust
1. Customer service matters more than price
1. It will build brand awareness
All of the above
What is not a type of communications?
A-Verbal
B-Merbal
C-Written
A and C
Which of the following is not attitude in providing good service
• Enjoy helping people
• Handle people well
• Give unfair and unequal treatment to all
None of the above
When should a company use verbal communication to contact their customers?
When there is time to prepare.
When immediate feedback is needed.
When a permanent record is needed.
When important details are required.
What communication skill should be used when asking staff to work overtime?
Firm tone.
Probing questions.
Persuasive language.
closed body language
Which of the following is NOT a benefit of excellent customer service?
Work is less fulfilling.
Businesses with truly exceptional customer service can achieve a unique competitive edge
Customer service providers feel positive about their roles in creating positive exchanges with customers
Companies earn a more positive reputation
What oral communication skill is used to engage with customers on the telephone?
a. Note taking.
a. Active listening.
a. Spell correctly.
a. Time management.
8. What is the main purpose of customer service?
a. To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
What is the main reason that more businesses are not actually providing excellent customer service?
They don't care about serving customers.
They don't know how to get started.
They don't like people.
They see no value in it
Which statement about customer service is correct?
Excellent customer service results in a more positive business reputation.
Excellent customer service results in more promises and therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Which of the following is one of the most effective and least expensive ways to market a business?
In-theater advertising
Effective customer service
Glossy, colorful, professional brochures
One-on-one sales calls
