WorksheetsCustomer service final test
Total questions: 35
Worksheet time: 2hrs 45mins
What does this grammar tense serve for?
Telling actions in specific moments
Telling actions at other moment
Telling actions in usual moments
Telling actions at the moment
What's the affirmative structure?
S + V ing + V to be + C
S + C + V to be + V ing
S + V to be + V ing + C
S + V to be + C + V ing
How do you say in English "Ella està saltando lazo"?
Is she jumping rope
She is jumping rope
She jumping is rope
Is jumping she rope
What's the negative structure?
S + V ing + NOT + V to be + C
S + V to be + NOT + V ing + C
S + NOT + V to be + V ing + C
S + V to be + V ing + NOT + C
How do you say in English "Ellos no están mezclando harina"?
They mixing not are flour
They not are mixing flour
They are not mixing flour
Are they not mixing flour
What's the interrogative structure?
V to be + S + V ing + C + ?
V to be + C + S + V ing + ?
V ing + S + V to be + C + ?
V ing + C + S + V to be + ?
How do you say in English "¿Nosotros estamos tocando piano?"?
We are playing piano?
We playing are piano?
Are playing we piano?
Are we playing piano?
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
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 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.
A customer is complaining angrily about a fault in goods purchased at the store. Which TWO of the following actions would be the most suitable?
Lead the customer to a quiet area of the store.
Defuse the customer’s anger.
Call the manager immediately.
Refuse to talk to the customer until they calm down.
A regular and valued customer has complained that a delivery of goods has been delayed. Which of the following actions are likely to satisfy the customer?
Offer free delivery on their next purchase.
Promise to investigate the problem.
Give an apology
all of the above
Customers who leave feeling satisfied with the service are more likely to ?
Change brands
Go somewhere else
Tell someone else
Shop with a competitor
A customer service assistant should use which one of the following styles when listening to a customer?
Active listening
Clearly listening
Passive listening
Apparently listening
Which of the following is a positive response to the customers question Do you have these shoes in a size five and a half?
No we don’t sorry.
I’ll just check for you. They have been very popular
I’d say it was unlikely. They were snapped up quickly because they’re so cheap
I could look but I don’t hold out much hope
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
Which one of the following techniques is most effective when dealing with customers making complaints?
Identify important points and facts.
Explain the company’s complaints policy.
Write everything down.
Ask for a brief version of events.
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
A good _______________ is essential to a business when providing customer service
speaking voice
attitude
first impression
hair style
A company will find that delivering consistently high customer care increases their ...
complaints
reputation
staff turnover
absenteeism
Excellent customer care increases customer ..........
complaints
retention
profits
recruitment
A customer is a person who pays for goods & services.
True
False
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 & promptly
A 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.
Word-of-mouth publicity can give a business good or bad publicity.
True
False
Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.
True
False
