WorksheetsCrest Customer Service Quiz
Total questions: 25
Worksheet time: 8mins
Which statement about customer service is correct?
Excellent customer service enhances business image and
reputation.
Excellent customer service results in more promises but
not able to deliver.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower sales.
Excellent customer service increases customer
complaints.
retention.
image.
grooming.
It is easier to _____________ an existing customer than to gain a new one.
stick
keep
hold
leave
The event when one person first encounters another person and forms a mental image of that person is known as
First Impressions.
Dreaming.
Judging.
Manners.
How long does it take to make a first impression?
7 Seconds.
17 Seconds.
70 Seconds.
7 Minutes.
What is an external customer?
People outside the business who buy an organisation's products or services.
Employees that work for the organisation and shop there.
Suppliers.
Bosses.
A new customer comes into your department, but you are helping another customer. You should
Focus all your attention on your current customer.
Let the new customer wait his turn until you have completed your current sale.
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him.
Help the customer who looks like he will spend the most money.
Which of the following is an example of positive body language when talking to customers?
Shaking your head.
Making eye contact.
Folding your arms.
Shrugging.
In the service industry context, GEMS refers to ______________.
a kind of precious stone.
a payment option.
customers playing their part to improve service level.
every service providers playing their part to improve service level.
Projecting a professional and friendly image includes
Dressing in expensive, professional looking clothing.
Shaking the hand of each customer.
Behaving in an calm and courteous manner.
Standing behind your cash register and waiting for the customer to come to you.
To "Go the Extra Mile" in customer service, you should think about how you can
talk sweetly to the customer.
add a personal touch.
get feedback from the customer.
All of the above.
If you don't know the answer to a question a customer asks you, what should you do?
Tell them you are new and you don't know.
Do your best to answer it, even if you don't know everything.
Tell them you don't know, but you will get an answer to the question as quickly as you can from someone who does.
None of the above.
Which is a way to gain customer satisfaction?
Maintain high standards.
Not dealing with problems.
Slow service.
Long queues.
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should
Make sure your clothes are neat and you look professional.
Find your position and get it ready for your next sale.
Tidy up the product display before showing it to the customer.
Greet the customer and make him feel welcome.
What is customer satisfaction?
Meeting the expectations of the customer.
Making jokes about the customers.
Not giving the customer what they have asked for.
When customers feel full.
If you are the retail manager, how would you treasure your customers so that they can return and patronize your shop?
Understand the customer needs.
Tell the customer to come back again.
Talk to the customer as and when you like.
Give the customer complimentary discount.
What is the BEST way for a sales associate to learn about new merchandise that has just arrived in your store?
Read the labels and packaging information on the new product.
Check with co-workers to see what they know about the products.
Ask customers to explain what they know about the products.
Call the manufacturer or vendor and ask about the products.
To help a customer feel like they are being heard, you should
put your ear toward them while they are speaking.
write down everything they say.
repeat and clarify what the customer said.
All of the above.
To encourage a customer to talk, the sales staff should ask
Open-ended questions.
Direct to-the-point questions.
Closed-ended questions.
None. Let the customer ask you questions.
Which of the following is an example of a open-ended question?
Can I help you?
What features are important to you?
Do you like blue or brown?
Is this all for you today?
To identify the needs of the customer, the best questions to ask
Are direct and to the point.
Are ones that can be quickly answered with a “yes” or a “no”.
Begin with who, what, where, when, how, or why.
Are ones that are able to direct the customer to a decision.
What communication skill is used to engage with customers on the telephone?
Note taking.
Active listening.
Spell correctly.
Eye-contact.
The first step in placing a caller on hold is
get permission from the caller to place them on hold.
Explain the reason for the hold.
Place the caller on hold.
Thank them for holding upon return and apologize for the delay.
Before ending a call you should _____________.
hang up.
offer further assistance.
sigh.
giggle.
What is an internal customer?
People outside the business who buy an organisation's products of services.
Friends working in the another organisation.
Only bosses.
Employees that work for the organisation and shop there.
