Wayground logo

Free Printable Worksheets

Font size

S
M
L
XL
Worksheets

customer engagement recap activity

Total questions: 32

Worksheet time: 27mins

Name
Class
Date
1.
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.
2.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
3.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
4.
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
5.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
6.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
7.
Last year, we lost a lot of customers ______________ our competitor
a)
for
b)
on
c)
to
d)
with
8.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
9.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
10.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
11.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
12.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
13.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
14.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product 
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
15.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness 
c)
Service Breakdown
d)
Psychological Distracters
16.

Select ALL the correct answers: The elements that comprise communication includes:

a)

Listening

b)

Questioning

c)

Observing

d)

Reading &Writing

e)

Verbally & Non-Verbally

17.

TRUE or FALSE : Communication is the exchange of ideas and information or a message to another party only by means of writing.

a)

TRUE

b)

FALSE

18.

Select ALL the correct responses: Positive attitude in the workplace...

a)

Reduces energy level

b)

Lower turnover

c)

Creates greater probability of collaboration and teamwork

d)

Fosters a willingness to share ideas and information

19.

Which of the following is most likely to help in calming an angry customer when face to face?

a)

Crossing your arms

b)

Rapid nodding of the head

c)

Slow nodding of the head

d)

Smiling

20.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

21.

8. What is the main purpose of customer service?

a)

a. To meet needs and expectations.

b)

To deliver standards.

c)

To work as part of a team.

d)

To increase sales

22.

Which of the following is one of the most effective and least expensive ways to market a business?

a)

In-theater advertising

b)

Effective customer service

c)

Glossy, colorful, professional brochures

d)

One-on-one sales calls

23.

An example of how to provide good customer service is...

a)

Greeting customers in a friendly manner

b)

Hiding in the stock room

c)

Talking about customers with colleagues

d)

Following a formal procedure for dealing with complaints

24.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
25.

Which of the following is an easy way to show respect to customers?

a)

When addressing a customer, use his or her first name.

b)

Stop talking

when the customer begins to speak.

c)

Return calls or e-mail messages at your own convenience.

d)

Avoid eye-contact with the customer lest he or she is offended

26.
Which one of these roles does not deal directly with customers?
a)
Receptionist
b)
Shop Assistant
c)
Delivery Driver
d)
Cleaner
27.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
28.
When Dealing with a Customer, You Should Not?
a)
Get caught up in an argument.
b)
Use the word "NO"
c)
Give out orders or place blame on the Customer.
d)
All of these
29.
What is customer service?
a)
The way a business looks after its customers
b)
selling a product of service
c)
promoting a product
d)
Way way someone speaks to you
30.
What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.
a)
Customer Loyalty
b)
Rising market share
c)
Attracting new customers
31.
What is rule number 1 in customer service?
a)
Customer is always right
b)
Yes we can
c)
keep asking them for more
d)
A good customer is a profitable customer
32.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers

Similar Resources on Wayground

Career- 2nd Qtr Quarterly

28 questions

Career- 2nd Qtr Quarterly

quiz

Worksheet

•

9th - 12th Grade

FAFSA Study Set

28 questions

FAFSA Study Set

quiz

Worksheet

•

9th - 12th Grade

Wants and Needs and Resources, Oh My! Economics Test 1

27 questions

Wants and Needs and Resources, Oh My! Economics Test 1

quiz

Worksheet

•

10th - 12th Grade

6th Grade Chapter 2 Healthcare Systems Review

30 questions

6th Grade Chapter 2 Healthcare Systems Review

quiz

Worksheet

•

6th - 12th Grade

Business Essentials Module 4

30 questions

Business Essentials Module 4

quiz

Worksheet

•

9th - 12th Grade

Taller Q&A CEG1

33 questions

Taller Q&A CEG1

quiz

Worksheet

•

11th Grade

Economics

27 questions

Economics

quiz

Worksheet

•

10th Grade - University

Anatomical Positions & Planes of Motion

36 questions

Anatomical Positions & Planes of Motion

quiz

Worksheet

•

11th - 12th Grade