Worksheetscustomer service.
Total questions: 27
Worksheet time: 17mins
A good _______________ is essential to a business when providing customer service.
speaking voice
attitude
first impression
hair style
When greeting a customer you should always............
smile and shake their hand
tell the customer how you feel today
have open body language
multitask and ask them to repeat
How do you handle a difficult customer who comes into the store for help?
Pass off the customer onto other TSI student
Hear customer out, calm customer and resolve situation
Be disrespectful back to the customer
Avoid interacting with the customer
A key benefit from offering good customer service is ............
Lower costs
Repeat business
Reduced tax
less customers
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What makes your organisation different from similar ones?
Staff & Service are the difference
Our cakes are better
Our coffee is warmer
Our chairs are more comfortable
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.
Which of these is not a direct channel of communication with a customer?
Website
Face-to-face
Telephone
Why is it important to manage customer expectations?
So that customers know exactly what the company can provide for them
So that the company can sell more of the product
To control the type of customer who buys from the company
To encourage customers to buy a different product
Which of these types of customers is responsible for the most sales?
Needs-based customers
Impulse customers
Discount customers
Loyal customers
. Why should you welcome customer complaints?
Angry customers will no longer buy from your company
They provide the opportunity to improve your products and customer service
You can offer the customer compensation
You can test out your customer service skills
What is not a good response to a customer complaint?
Listening to the customer’s side of the story
Explaining who is to blame
Telling the customer how you are going to put it right
Thanking the customer for the opportunity to put things right
What is a disadvantage of customer surveys or questionnaires?
You always have to offer an incentive to fill them in
Customers with strong feelings are most likely to respond
They take up too much time to analyse
You will have to deal with any complaints that are made in them
What is a mystery shopper?
A customer employed by your company to check the level of customer service
A customer sent by a competitor to check out your customer service
A customer who refuses to leave their name
A customer who leaves an anonymous review online
What is BS 8477?
A method of measuring customer complaints
The law relating to customer service requirements
An online customer relationship management system
A code of practice for customer service
Why should you constantly look for ways to improve customer service?
Because it is one of your personal performance objectives
To ensure customers keep using your company
So that staff from other departments feel more involved
So that you don’t have to deal with angry customers
What is value?
How much something costs
Another term for customer service
What something is thought to be worth
The amount of profit a company makes on a sale
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.
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 most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
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
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.
