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ICS CHAPTER 8 AND 9

Total questions: 88

Worksheet time: 56mins

Name
Class
Date
1.

What is CS ?

a)

Customer Satisfaction

b)

Customer Superiority

c)

Customer Service

d)

Customer Syndrome

2.

The list below are the benefits of providing great Customer Service except:

a)

Derives satisfaction

b)

Enhances Image

c)

Feeling unhappy

d)

Increases profits

3.

"Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients."


This is the famous statement by:

a)

Ricky Martin

b)

Richard Marx

c)

Richard Branson

d)

Ronaldinho Martin

4.

It is your reason for being. It is what gets you out of bed in the morning with positive emotions.

a)

IKEA

b)

IKIGAI

c)

KAIZEN

d)

OMOTENASHI

5.

Please choose the WRONG statement:

a)

IKIGAI is all about work life integration.

b)

OMOTENASHI is about putting heart and soul into giving good service.

c)

Unconscious Competence is about you are aware of the skill but not yet proficient

d)

Unconscious Competence is about you performing the skill becomes automatic

6.

The list below are the styles of leadership except:

a)

Commanding

b)

Pacesetting

c)

Coaching

d)

Customer service

7.

People follow you because of who you are and what you represent.

a)

People development

b)

Pinnacle/Personhood

c)

Production

d)

Position

8.

The list below are the traits of a leader except:

a)

DRIVE

b)

DESIRE TO LEAD

c)

INTEGRITY

d)

BLAMING

9.

"Leader as vision creator." -


Choose the correct explanation.

a)

Leader creates vision, sets goals, develops action plan, and monitor the action plan execution.

b)

Effective leaders develop and nurture a great team

c)

Leaders get things done through people

d)

Leaders inspire and share stories from own experience.

10.

"Leader as Tasks Allocator." - Choose the right explanation.

a)

Leaders inspire and share stories from own experience.

b)

Leaders get things done through people

c)

Leader creates vision, sets goals, develops action plan, and monitor the action plan execution.

d)

Effective leaders develop and nurture a great team

11.

What does child-friendly mean?

a)

Suitable for children.

b)

Getting things done in a quick and practical way.

c)

Not interested in the customer as an individual.

d)

Friendly and loving.

12.

Quality service is a service that exceeds or meets customer satisfaction.

a)

False.

b)

True.

13.

Which of the following options are soft skills. (MULTIPLE ANSWER)

a)

Teamwork and work ethic.

b)

Leadership and critical thinking.

c)

Bad temper and laziness.

d)

Boredom and excitement.

e)

Happiness and rudeness.

14.

How do you deal with an angry customer?

a)

Yelling at him/her.

b)

Telling them to relax.

c)

Kicking them out of your business.

d)

Keeping calm and listening to what they're saying.

15.

To know your product or service is not essential to offer effective customer service.

a)

True.

b)

False.

16.

What does "lodge" mean?

a)

Animar

b)

Esperar

c)

Presentar

d)

Hablar

17.

What is a customer?

a)

A human being.

b)

A person who purchases goods or services.

c)

Somebody who writes a complaint.

d)

An individual who has money.

18.

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

19.

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.

20.

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

21.

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

22.

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

23.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
24.
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
25.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
26.

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

27.
Which one of these roles does not deal directly with customers?
a)
Receptionist
b)
Shop Assistant
c)
Delivery Driver
d)
Cleaner
28.
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.
29.
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
30.
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
31.
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
32.
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
33.
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
34.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
35.
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.
36.
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
37.
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
38.
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
39.
In order to provide good service, employees should give customers...
a)
Free Products
b)
Limited Information
c)
Political Opinions
d)
Complete Attention
40.
What do customers expect business employees to be?
a)
Well- Informed
b)
Irresponsible
c)
Wealthy
d)
Laid- Back
41.
How should you deal with a furious customer yelling at you because of a billing error?
a)
Fight them
b)
Blame the billing department
c)
Find out what caused the mistake
d)
Call the supervisor to complain about their attitude
42.
Emphasizing customer service can help a business to be ...
a)
Irresponsible 
b)
Competitive 
c)
Objective
d)
Possessive 
43.
What staff are responsible for displaying a customer-service mindset?
a)
Those with direct customer service
b)
Management
c)
Those with indirect customer service
d)
All staff
44.
When is the right time to demonstrate a customer-service mindset
a)
When you're by yourself
b)
When someone is watching
c)
All the time
d)
When you have a customer
45.
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.
46.

A good _______________ is essential to a business when providing customer service

a)

speaking voice

b)

attitude

c)

first impression

d)

hair style

47.

Which of the following best defines customer service?

a)

Act or manner of serving food and beverages.

b)

All positive moments experienced between hospitality employees and customers.

c)

Someone who purchases products or services from a business.

d)

Total customer experience with a business.

48.

Which of the following is an example of empathy?

a)

Feeling angry when a customer insults you.

b)

Feeling timid and withdrawing when a customer suggests your business is inadequate.

c)

Shouting at a customer who shouts at you.

d)

Understanding the tired feeling a customer has after traveling all day.

49.

Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.

a)

Written Customer Care Statement

b)

Service Level Agreement

c)

Complaints Procedure

d)

Quality Management Procedure

50.
Which method of evaluating customer care is being described below?
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.
a)
Mystery shopper
b)
Customer focus group
c)
Loyalty cards
d)
Customer survey
51.

Customers who complain:

a)

Had unhappy childhoods

b)

Are genetically predisposed to sourpusses

c)

Have trouble in their primary relationships

d)

Are doing you a service in identifying what isn't working in your business or organization

52.

Identify two examples of external customers:

a)

Impulse customers

b)

Warehouse employees

c)

HR Staff

d)

Loyal customers

53.
How should you deal with a furious customer yelling at you because of a billing error?
a)
Fight them
b)
Blame the billing department
c)
Find out what caused the mistake
d)
Call the supervisor to complain about their attitude
54.
Customer service is very expensive to initiate 
a)
True
b)
False
55.

Which of these is NOT a monetary method of motivation?

a)

Comission

b)

Pay Rise

c)

Recognition

d)

Bonuses

56.

what are TWO benefits of a motivated workforce?

a)

This can result in better productivity

b)

customer service will most likely improve

c)

you can pay them less because they're enjoying work

d)

they only work when they feel like working

57.

Which of these is NOT a category in Maslow's hierarchy of needs?

a)

Social

b)

Travel

c)

Esteem

d)

Safety

58.

Which of these roles would most likely be motivated by commission?

a)

Financial Director

b)

Sales Assistant

c)

Manager

d)

Producer

59.

Motivating staff by giving them additional responsibility is known as ...

a)

Delegation

b)

Delayering

c)

Job Enrichment

d)

Job Rotation

60.

Whose theory was X & Y?

a)

Taylor

b)

Maslow

c)

McGregor

d)

Herzberg

61.

According to Abraham Maslow, human needs can be divided into how many types?

a)

Three types

b)

Four types

c)

Five types

d)

Six types

62.

When workers take a percentage of profits from the company they work for, what is this called?

a)

Bonus

b)

Fringe Benefits

c)

Profit-sharing

d)

Salary

63.

Isaac feels like his hard work is never recognised. Which level of needs (Maslow) is not being satisfied?

a)

Self-Esteem

b)

Social

c)

Self-Actualisation

d)

Physiological

64.
Whose theory was “Two factor Theory” satisfaction and dissatisfaction 
a)
Herzberg 
b)
Taylor 
c)
Mayo
65.
Which of the following is a definition of self-actualisation need?
a)
National minimum wage 
b)
Sense of belonging
c)
Achieving one's innermost desire
d)
Feeling secured
66.
Which of the following is NOT a need as identified by Maslow?
a)
Hygiene
b)
Esteem
c)
Self-actualisation
d)
Social
67.
Which of the following is a motivator according to Herzberg?
a)
Working condition: Safe working environment
b)
Responsibility
c)
Good wage or salary
d)
Good relationship with co-workers and boss
68.
Employer give a wider range of similar tasks for the employee to do. This is an example of...
a)
Job rotation
b)
Job enlargement
c)
Job enrichment
69.
 Which is NOT a dimension in Maslow's Hierarchy of Needs? 
a)
Ego
b)
Physiological
c)
Safety
d)
Esteem
70.

Which theorist believed that the only way to motivate staff is with money?

a)

Mayo

b)

Taylor

c)

Herzberg

d)

Maslow

71.

Identify a potential problem of profit-sharing. Choose the most suitable answer.

a)

Targets need to be realistic otherwise workers will not be motivated to achieve them.

b)

Shareholders may feel that money is taken from the dividends they receive. However the overall profits may increase, so the dividends may increase.

c)

Pay is a business cost. High costs may reduce costs

d)

Car allowances and child care vouchers are a cost to the business that may reduce profits.

72.

The " hierarchy of needs"is associated with which theorist?

a)

Herzberg

b)

Taylor

c)

Ansoff

d)

Maslow

73.

According to Taylor , workers are mostly motivated by what?

a)

Satisfaction

b)

Food

c)

Money

d)

The weekend

74.

What is the first thing to do when handling a complaint?

a)

Run away

b)

Get the manager

c)

Apologize

d)

Argue back

75.

What type of atmosphere do you want to create?

a)

Wet & Wild

b)

Warm & Welcoming

c)

Wicked & Weird

d)

Wooden & Warlike

76.

Good Customer Service helps to:

a)

Build Your Brand

b)

Create Trust With Your Customers

c)

Reduce Customer Complaints & Minimise Problems

d)

All of the Options

77.

A good _______________ is essential to a business when providing customer service

a)

speaking voice

b)

attitude

c)

first impression

d)

hair style

78.

How do you show empathy in customer service

a)

Understanding the situation

b)

Acknowledging what you hear

c)

Relate to the customer

d)

All of the above

79.

When dealing with difficult customers we should always

a)

interrupt

b)

get angry

c)

offer solutions

d)

worry about the next call

80.

What can cause a customer to be rude

a)

bad day

b)

personality

c)

work

d)

money

81.

Customers who complain want...

a)

To be made majority shareholders in the company

b)

To be heard and have their experience validated

c)

To vent for the sport of it

d)

Something for nothing

82.

Why is Great Customer Service Important?

a)

The customer is happy.

b)

You experience less grief from the customer.

c)

Stress levels are down.

d)

All of the above

83.

Why is Great Customer Service Important?

a)

The customer is happy.

b)

You experience less grief from the customer.

c)

Stress levels are down.

d)

All of the above

84.

The training or ability necessary to satisfactorily perform a job.

a)

Consumer Motivation

b)

Halo Effect

c)

Hard Skills

d)

Maslow’s Hierarchy of Needs-

85.

A theory of consumer motivation proposed by Abraham Maslow, it identifies five levels of consumer needs.

a)

Consumer Motivation

b)

Halo Effect

c)

Hard Skills

d)

Maslow’s Hierarchy of Needs

86.

3. Transfer of good feelings about one characteristic of a product or service to other characteristics.

a)

Consumer Motivation

b)

Halo Effect

c)

Hard Skills

d)

Maslow’s Hierarchy of Needs

87.

4. Why people choose to buy certain products or services or why people choose to buy from certain companies.

a)

Consumer Motivation

b)

Halo Effect

c)

Hard Skills

d)

Maslow’s Hierarchy of Needs

88.

5. Observation or perspective

a)

Consumer Motivation

b)

Perception

c)

Psychology

d)

Soft Skills

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