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WorksheetsIntro to Cust Serv Quiz 4
Total questions: 25
Worksheet time: 41mins
Which of the following pieces of information about customers are businesses allowed to give out?
The amount the customer has spent
Products/services bought
Age
Social Media handle
None of the above
True or false? Management, shareholders, janitorial staff are external customers
True
False
The document that outlines how a business responds to customer queries or complaints is called a?
Company mission
Customer Retention Document
Employee Hanbook
Customer Service Policy
True or False? The way employees dress is a means of communicating with a customer.
True
False
Fill in the blank. Customers expect that the product they buy will provide the benefits and be of the standard as promised. This thought describes a product being (a)
What is the first step in handling a customer's complaint?
Apologizing to the customer
Making the customer feel appreciated
Listen to the customer explain their issue
Acknowledging the customer
After showing empathy to a customer who has a complaint, the next step is to?
Apologize
Offer a solution
Actively listen to the customer
Ask the customer if that's it
True or False? Being emotionally sensitive is not important in communicating with a customer
True
False
List 3 ways businesses can get customer feed back.
What should a business do first when they cannot meet a customer's request or expectation?
Ignore the request
Make a note of the request and tell the customer they'll get back to them
Inform the customer immediately that it can't be done in order to avoid mistrust
Do it anyways
When a customer calls a service provider, they expect?.
Helpful and timely service
Detailed and helpful service
To get a discount
To speak to management
None of the above
Looking for clues, listening carefully, confirming your understanding are 3 of 4 strategies used to confirm a customers' expectations. What is the fourth?
Identify 2 ways to present a knowledgeable and professional image to customers
Which of the following is not a key quality in the customer service role?
Product knowledge
Self confidence
Being observant
Being attentive
Innovation
True or Fale? Dishonesty among staff and management is one way to damage a company's reputation.
True
False
(a) is putting yourself in the customers' shoes
Increased confidence from shareholders and competitive advantage are benefits of an organization having a (a)
What is the final step recommended in handling customer complaints?
Follow through
Apologize
Offer a solution and ask customer if they're ok with that suggestion
Check back with the customer
Actively listen to the customer
Aside from contact information such as telephone number, email address, social media handle or address, list 3 types of information a business may have about a customer.
The contribution to good customer service from an organization’s customer service policy would be seen in six major areas. Identify 3 of those areas from the list below
Competence
Punctuality
Trustworthiness
Credibility
Reliability
There are 8 needs of the customer that were identified in this course. List 4.
True or False. Breathing is apart of body language.
True
False
What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals?
Good reputation
Customer loyalty
Competitive advantage
Courtesy
Identify the 4 important skills needed to effectively deal with customer queries
True or False? Posture and stance have no effect on body language
True
False
