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Retail Business Customer Interaction

Total questions: 25

Worksheet time: 37mins

Name
Class
Date
1.

Customer interaction refers to any communication between a retailer and its customers and these include.

Select all that are appropriate

a)

Face-to-Face

b)

Emailing

c)

Phone call

d)

At the store

2.

What is a retail channel?

a)

This is simply the means by which a retailer sells to their customer, examples of retail channels include stores, website, apps, etc.

b)

This is simply the means by which a retailer buys their products, examples of retail channels primary, secondary, territory, etc.

c)

This is simply the means by which a retailer supplies their products, examples of retail channels include manufacturing, businesses,shops,etc.

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.
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
a)
Make sure your clothes are neat and you look professional
b)
Find your sales book and get it ready for your next sale
c)
Tidy up the product display before showing it to the customer
d)
Greet the customer and make him feel welcome
7.
A good reason for creating an opening for discussion is to:
a)
Break down the customer’s sales resistance
b)
Get to know what the customer wants
c)
Convince the customer how much you know about the product
8.
The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.
a)
True
b)
False
9.
To keep the lines of communication open, the best questions to ask:
a)
Are direct and to the point
b)
Are ones that can be quickly answered with a "yes" or a "no"
c)
Begin with who, what, where, when, how, or why
d)
Are ones that are able to direct the customer to a decision
10.
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
11.

Good Customer Service helps to:

a)

Build Your Brand

b)

Create Trust With Your Customers

c)

Reduce Customer Complaints & Minimise Problems

d)

All of the Options

12.

Which of the following is most likely to help in calming an angry customer when face to face?

a)

Crossing your arms

b)

Rapid nodding of the head

c)

Slow nodding of the head

d)

Smiling

13.

Someone who buys goods or services

a)

A- Customer

b)

B- Client

c)

C- Buyer

d)

A and B

14.

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

15.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

16.

WHY CUSTOMER SERVICE IS IMPORTANT

a)

1. The best customer service builds trust

b)

1. Customer service matters more than price

c)

1. It will build brand awareness

d)

All of the above

17.
What is rule number 1 in customer service?
a)
Customer is always right
b)
Yes we can
c)
keep asking them for more
d)
A good customer is a profitable customer
18.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
19.

What can employees do to help provide good service to customers?

a)

change inventory

b)

resolve problems

c)

plan events

d)

change business hours

20.

Provide 2 examples of written communication

a)

Sign language

b)

Telephone

c)

Email

d)

Letter

21.

Provide 2 forms of non verbal communication

a)

Sign language

b)

letter

c)

Face time

d)

Facial expressions

22.

How could you communicate with someone who doesn't speak your language?

a)

Speak louder

b)

Talk slower

c)

Use pictures and symbols

d)

Don't try, get someone else to do it

23.

Which legislation helps to protect those with a disability?

a)

Race relations Act

b)

Equal Opportunities Act

c)

Disability Discrimination Act

d)

Disability Act

24.

Which emotions are customers likely to feel when complaining? Select 3

a)

Angry

b)

Upset

c)

Embarrassed

d)

confused

25.

How can complaints be bad for business? Select 2 answers

a)

The business can improve

b)

The business might lose customers and profits

c)

The business might gain a negative public image

d)

They aren't bad, only good

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