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WorksheetsRecruitment
Total questions: 40
Worksheet time: 20mins
Excellent customer care increases customer ..........
complaints
retention
profits
recruitment
A company will find that delivering consistently high customer care increases their ...
complaints
reputation
staff turnover
absenteeism
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
How long do you have to make a first impression?
7 Seconds
17 Seconds
70 Seconds
7 Minutes
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 one of the following describes a main key feature of excellent customer service?
Being courteous to customers.
Exceeding customer needs.
Accepting customer needs.
Meeting company needs.
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 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
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
If AMP is to BNQ, then CIR is to ________________________
DJS
DEF
EHQ
FJT
A man invests Rs. 10000/- in a business. He makes a profit of 10 % in first year. At the end of 2nd year his business is valued at Rs. 12320/-\ How much profit did he make in the second year?
Rs 920/-
Rs 1320/-
Rs 1120/-
Rs 1420/-
Find the odd one out
Apple - Red
Lemon - Yellow
Grapes - Green
Banana - Sour
A man bought oranges for Rs 120/- and sold them for Rs 144/-. How much profit did he earn?
10 %
12 %
20 %
22 %
Find the odd one out
Stop - Halt
Run - Stop
Move - Go
Start – Begin
Which two numbers will come next in the following series 1, 4, 9, 16, 25, __, __
24, 30
56, 63
36, 49
49, 64
Vishnu is less tall than Anand while Kishore is less tall than Padmini. Hari is taller than Padmini but equally tall as Vishnu. Who is the tallest?
Padmini
Kishore
Hari
Anand
Find the Odd one out.
Ajay
Sunil
Sanjay
Vijay
A man bought his cow for Rs 980/- and gained 10% on selling the cow. How much did he sell the cow for?
Rs 988/-
Rs 1078/-
Rs 1060/-
Rs 1098/-
Find the number which will come next in the line: 39,33, 27, 21, 15, __
12
8
9
11
If unknown people are playing my favorite game, I will ?
Ask them and play
Not ask them
May ask and play
Play without asking
If you are going to visit a customer at 4:00 Pm in the evening and you get late by 15 minutes. What will you do ?
Inform the customer that you will get late by 15 Minutes
Reach late and discuss the agenda of meeting
Cancel the meeting without informing the customer
Apologize on meeting the customer
I am sure i will be successful in life and earn name and fame?
Yes
No
While putting forward any idea, iam always ready for criticism ?
Yes
No
If i have to give a presentation, i will not be allowed with the idea of facing people ?
Yes
No
I always get along very well with my parents, brothers and sisters ?
Often
Never
In a discussion with a group, I would use my body gestures to make people listen to me ?
Often
Sometimes
I think i have a good balance between my head and my heart ?
Yes
No
A number of times people often find my views logical and convincing ?
Yes
No
Keeping in view time and urgency, I believe in completing tasks ?
Often
Never
Your friend gave a shirt to your birthday which you dont like it. When you saw the shirt you felt that ?
Your friend gifted a very cheap shirt while you gifted him much costlier shirt
You already have that color and your friend should have asked you before gifting
You did not like the shirt so much but you thanked your friend for his gift
You keep the gift and give a disappointed expression
Which is the most convenient way you stay connected with your close friends and relatives?
Letters
Mails
Calling Them
Don't Like to interact much
If there is one more colleague in your office with the same name you have? You receive an incentive packet by mistake because of the name you share, what will you do?
Keep the incentive with you
Return the incentive to the right person
Donate it
Trash the packet
If you see a passerby who has lost his way, what will you do?
Walk by and ignore him
Not get affected by it
Go to him and try to find out the way with him
Wait till he asks you the way
If your company does not select you for a new product training program, what will you do?
Discuss with my superior and urge to attend the training
Not feel bothered
Feel Dissappointed
Feel angry
You are going to visit the existing customer that you have known for sometime. What would you do ?
Spend a lot of time on general talk
Tell him know about new products and new services of MSIL
Tell him the gossip about your competition
Straight away discuss the agenda of vist
Customers sometimes make complaints. What do you think you should do ?
Don't focus on them too much
They need to be addressed and properly taken care of
Nothing, because they aren't always based on real problem
Change the subjects and talk about something positive
I Can argue with my teammates to any extent to prove myself correct ?
Yes
No
A task i sgiven to you by your manager. How would you do the task?
You will directly take on the task
You will first make action plan and take on the task
You would like your team members to do the task for you
You will deny the task if the task is not in your scope of work
I would rather be in good terms with my colleagues than stick to my own ideas ?
Yes
No
