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WorksheetsKnow your customer_2
Total questions: 25
Worksheet time: 17mins
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.
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.
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.
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 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.
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.
An example of how to provide good customer service is...
Greeting customers in a friendly manner
Hiding in the stock room
Talking about customers with colleagues
Following a formal procedure for dealing with complaints
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
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What is the first stage on the Customer Journey?
Need recognition
Information Search
Evaluation of Alternatives
Purchase Decision
What type of atmosphere do you want to create?
Wet & Wild
Warm & Welcoming
Wicked & Weird
Wooden & Warlike
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
Which of the following demonstrates respect:
Being Polite
All of the Options
Being consistent in your actions
Encouragement & Implementation of ideas
