WorksheetsUnit 20 - Deliver a service to customers
Total questions: 20
Worksheet time: 5hrs 0mins
Name
Class
Date
1.
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.
2.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
3.
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
4.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
5.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
6.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
7.
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
8.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
9.
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
10.
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
11.
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
12.
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
13.
What do customers expect business employees to be?
a)
Well- Informed
b)
Irresponsible
c)
Wealthy
d)
Laid- Back
14.
How should you deal with a furious customer yelling at you because of a billing error?
a)
Fight them
b)
Blame the billing department
c)
Find out what caused the mistake
d)
Call the supervisor to complain about their attitude
15.
Emphasizing customer service can help a business to be ...
a)
Irresponsible
b)
Competitive
c)
Objective
d)
Possessive
16.
Businesses whose employees demonstrate a customer- service mindset often benefit from..
a)
Increased Costs
b)
Reduced Complaints
c)
Rapid employee turnover
d)
Decreased employee morale
17.
What staff are responsible for displaying a customer-service mindset?
a)
Those with direct customer service
b)
Management
c)
Those with indirect customer service
d)
All staff
18.
Quality service is the key to establishing and maintaining a successful business.
a)
True
b)
False
19.
A good _______________ is essential to a business when providing customer service
a)
speaking voice
b)
attitude
c)
first impression
d)
hair style
20.
When dealing with difficult customers we should always
a)
interrupt
b)
get angry
c)
offer solutions
d)
worry about the next call
100 %
