Worksheets07 SITXCCS007 Enhance Customer Service Quiz 1
Total questions: 12
Worksheet time: 10mins
Name
Class
Date
1.
Good service principles should be applied to which of the following?
a)
Staff
b)
Customers
c)
Suppliers
d)
All of these options
2.
What should you consider complaints to be? Pick the most suited
a)
Inconvenient
b)
Convenient
c)
Opportunities
d)
Necessary
3.
Which of the following is not a benefit of enhanced customer service?
a)
Better morale
b)
Repeat business
c)
disgruntled customers
d)
Business reputation
4.
How many principles of customer service did we say there are?
a)
Three
b)
Four
c)
Five
d)
Six
5.
What does ACTIVE listening mean?
a)
Listening intently
b)
Mirroring
c)
Showing interest
d)
Taking notes
6.
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.
7.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
8.
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
9.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
10.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
11.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
12.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
100 %
