Worksheets22nd April'2020 Test
Total questions: 20
Worksheet time: 10mins
Choose an example of good customer service
Food service assistants stands with their backs to the customer
A food service assistant smiles and greets the customer politely
food service assistant chews her nails whilst waiting for her customer to make their choice
A chef shouts at a colleague when they make an error with a food order.
Identify the benefits of good customer service to the business
Customers who did not enjoy their experience, will recommend the business to friends.
Customers who enjoy their experience, will spend more money
The business will not expand
.The business will get bad reviews
Which is a way to gain customer satisfaction?
Confidence in service
Not dealing with problems
Slow service
Long queues
Which is not a way to provide consistent and reliable service?
Product knowledge
Dealing with problems
Long waiting time
Short waiting time
The staff in the shop are very polite, they are ______________________
courteous
efficient
faithful
uncaring
We're doing everything to ____________________ our customers' expectations
Exceed
Excess
Exit
Access
Usually it's easier to _________________________ an existing customer than to gain a new one
Stick
Keep
Hold
Leave
For most businesses, the most profitable customers tend to be...
Loyal customers
Local customers
Business Customers
New Customers
A customer service problem happens when
A customer asks for the manager
serving the customers becomes unprofitable
customer complaint is ignored
customer service does not meet expectations
A key benefit from offering good customer service is
Lower costs
Repeat business
Reduced tax
less customers
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service
True
False
Why is Great Customer Service Important?
The customer is happy
You experience less grief from the costumer
Stress levels are down
All of them
What is After-sales service?
Up selling products
Meeting of customer’s needs after they have purchased a product enticing
customers to purchase more products from your business
Getting feedback on products/services
Interpersonal skills are valuable to an employer because they include the following:
Hard Skills
Communication & Social Awareness
Service Breakdown
Psychological Dis-tractors
Which of the following is a social factor that influences consumer buying behavior?
family
life-cycle stage
economic situation
personality
occupation
Who is consumer?
Business organization who buy product for resell
Individual or household who buy product or services for personal consumption
Business organization who buy product for processing
Wholesaler
The last steps of buyer decision process is _________
evaluation of alternatives
post purchase behavior
purchase decision
information search
What is the main purpose of customer service?
To meet needs and expectations
To deliver standards.
To work as part of a team.
To increase sales
Which of the following is an easy way to show respect to customers?
When addressing a customer, use his or her first name
Stop talking when the customer begins to speak.
Return calls or e-mail messages at your own convenience.
Avoid eye-contact with the customer lest he or she is offended
When Dealing with a Customer, You Should Not?
Get caught up in an argument
Use the word "NO"
Give out orders or place blame on the Customer
All of these
