WorksheetsCustomer Service
Total questions: 10
Worksheet time: 5mins
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 one of the following techniques is the most effective method of approaching customers on the sales floor?
Acknowledge their presence.
Greet them and carry on working.
Wait until the customer asks for help.
Observe customer movements but say nothing.
An effective technique for finding out what a customer is looking for is to
ask if they would repeat the question
interrupt them to confirm understanding
form an opinion quickly
summarise what they have said.
Which one of the following the most common type of customer complaint?
Product label information.
Wrong size.
Pricing policy.
Faulty goods.
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.
Which one of the following is an advantage to a retail business of having a loyal customer base? Customers will
shop at the store before considering others
expect to exchange or refund goods
always find what they want at the right price
be able to purchase goods at a cheaper price.
A retail questionnaire has uncovered that customers have no confidence in asking advice from staff. Which one of the following is most likely to be the reason?
Insufficient staff training on product knowledge.
Poor range of products within the store.
Customers are unable to locate staff in the store.
Product information to customers is extremely good.
Which of the following will influence a customer's first impression of a retail employee?
Housekeeping
Prices
Atmosphere
Helpfulness
Which of the following will customers form a first impression of a shop from?
Cleanliness
Atmosphere
Staff appearance
Housekeeping
Listening carefully to a customer, repeating back what they have said and appearing interested is known as
Effective questioning
Active listening
Effective listening
Hearing
