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WorksheetsUnit 1: Effective Customer Service-Quiz 2
Total questions: 60
Worksheet time: 45mins
Which of the following is the best way to handle domineering/superior customers:
Never press for sales or decisions.
Don’t jump to quick conclusions.
Let them have their say.
Explain and demonstrate good service as many times as you need to.
Which of the following is the best way to handle irritable/moody customers:
Let them have their say.
Be consistent in your positive behavior.
Explain and demonstrate good service as many times as you need to.
Ask simple, polite questions with options.
Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didn’t find anything wrong with it. He had a feeling that the customer was just
trying to practice for free but didn’t have any proof. Randy’s customer is
domineering/superior
dishonest
impatient
leave-me-alone
Which of the following is the best way to handle argumentative customers:
Ask simple, polite questions with options.
Never press for sales or decisions.
Explain and demonstrate good service as many times as you need to.
Mirror their behavior.
Which of the following is the best way to handle dishonest customers:
Explain and demonstrate good service as many times as you need to.
Never press for sales or decisions.
Don’t jump to quick conclusions.
Mirror their behavior.
Jill works behind the counter at a fast-food restaurant. The restaurant prides itself on great food and quick service. Right now, a man is staring up at the menu trying to decide what he wants to order, and a line is quickly forming behind him. Jill asks, “May I take your order?” but he remains silent. This customer is
complaining
suspicious
dishonest
slow/methodical
Which of the following is the best way to handle suspicious customers:
Ask simple, polite questions with options.
Serve them non-emotionally.
Help them along by not overwhelming them.
Explain and demonstrate good service as many times as you need to.
Which of the following is the best way to handle leave-me-alone customers:
Agree first on common points.
Ask simple, polite questions with options.
Don’t jump to quick conclusions.
Never press for sales or decisions.
Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.
dishonest
domineering/superior
complaining
suspicious
Which of the following is the best way to handle slow/methodical customers:
Don’t jump to quick conclusions.
Let them have their say.
Serve them non-emotionally.
Help them along by not overwhelming them.
Which of the following is the best way to handle impatient customers:
Explain and demonstrate good service as many times as you need to.
Agree first on common points.
Never press for sales or decisions.
Serve them non-emotionally.
Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.
dishonest
domineering/superior
complaining
suspicious
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. “Don’t do it that way,” he instructed. “You’re using too much chlorine. Should I just measure it out for you?” Carrie’s customer is
slow/methodical
domineering/superior
suspicious
irritable/moody
How does solving difficult-customer situations benefit you personally?
You will encounter difficult customers less frequently.
Your customers will be happier.
You gain valuable communication skills.
Your boss will automatically give you a raise.
Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time, since the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together!” Ellen’s customer is
suspicious
argumentative
complaining
leave-me-alone
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
suspicious.
leave-me-alone.
impatient.
argumentative.
Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, “I wasn’t out too far! You must be blind!” This is an example of a(n) __________ customer.
insulting
suspicious
impatient
slow/methodical
Jonathan works in his small town’s only grocery store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes she’s really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer.
irritable/moody
suspicious
slow/methodical
dishonest
Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Stacey’s customer is
impatient.
insulting.
leave-me-alone.
argumentative
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
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 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
Which of the following is an example of empathy?
Feeling angry when a customer insults you.
Feeling timid and withdrawing when a customer suggests your business is inadequate.
Shouting at a customer who shouts at you.
Understanding the tired feeling a customer has after traveling all day.
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn't working in your business or organization
Identify two examples of external customers:
Impulse customers
Warehouse employees
HR Staff
Loyal customers
Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.
True
False
Good posture includes the following: relaxed yet alert, head up, shoulders back, look interested, and project an attitude of enthusiasm.
True
False
Calling customers by name does little to encourage them to return.
True
False
When customers call on the phone, it is not important to make a good impression because they cannot see you.
True
False
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
Which of the following helps meet the acceptance and esteem needs of customers?
Calling the customer by name.
Creating a sense of safety.
Providing quality food.
Providing good lighting.
Which of the following is not an intention of a customer service plan?
Effectively handle negative encounters.
Reduce customer and employee stress.
Tactfully encourage irritating customers to leave.
Retain customers.
Which of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
Which of the following is an example of a well-groomed and clean employee?
Wearing a soiled uniform.
Having lip, nose, and eyebrow piercings.
Wearing a clean apron.
Wearing badly chipped nail polish.
Which of the following statements is best to use if you are busy and cannot get to a customer immediately?
“We are so busy. You will have to wait.”
“Welcome to our restaurant. I will be right with you!”
“It will be about five minutes before I can get to you.”
“Wow, we are busy today! Do you mind waiting for awhile?”
The key to resolving customer complaints is to ____.
emphasize that others have had similar complaints
blame someone else
make sure the customer realizes you are right
ensure the customer’s satisfaction
