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WorksheetsSA - L2
Total questions: 20
Worksheet time: 20mins
Name
Class
Date
1.
CONNECT FIRST ___________ LATER
a)
COLLABORATE
b)
CORRESPOND
c)
CORRECT
d)
CAOFIGURE
2.
MG - REASON FOR EXISTANCE
a)
ENABLING EXISTING EXPERIENCES EVERY TIME
b)
ENHANCE EXCITING EXPERIENCES EVERY TIME
c)
ENABLE EXCITING EXPERTISE EVERYTIME
d)
ENABLING EXCITING EXPERIENCES EVERY TIME
3.
HOW MANY STEPS ARE THERE IN MG SERVICE PROCESS
a)
8
b)
7
c)
9
d)
6
4.
ASK STANDS FOR
a)
ATTITUDE STRENGHTH KNOWLEDGE
b)
ATTIRE SKILL KNOWLEDGE
c)
ATTENTION STRENGHTH KNOWLEDGE
d)
ATTITUDE SKILL KNOWLEDGE
5.
DOING LITTLE EXTRA WILL ENHANCE CONNECT
a)
True
b)
False
c)
None
d)
None
6.
IN ABC OF BEHAVIOUR B STANDS FOR
a)
BELIEVE
b)
BEHAVIOUR
c)
BACK TO WORK
d)
BEAUTIFUL
7.
CUSTOMER DELIGHT IS VERY IMPORTANT BECAUSE
a)
IT HELPS IN ENHANCING BRAND VALUE
b)
IT ENHANCES REVENUE OF DEALERSHIP
c)
IT HELPS IN INCREASEING POSITIVE WORD OF MOUTH
d)
ALL OF THE ABOVE
8.
PEOPLE WHO SUPPORT US IN OUR DAY TO DAY WORK ARE CALLED AS _______ CUSTOMERS
a)
EXTERNAL CUSTOMERS
b)
GENERAL SERVICE CUSTOMERS
c)
INTERNAL CUSTOMERS
d)
GENERAL REPAIR CUSTOMERS
9.
EXTERNAL CUSTOMER SATISFACTION IS NOT AT ALL DEPEND ON INTERNAL CUSTOMER SATISFACTION
a)
TRUE
b)
False
c)
None
d)
None
10.
WE SHOULD BE MORE PEOPLE ORIENTED OR TASK ORIENTED?
a)
TASK - FOR BETTER RESULTS
b)
PEOPLE - FOR BETTER RELATIONSHIP
c)
BALANCED - FOR BETTER CUSTOMER DELIGHT
d)
ALL OF THE ABOVE
11.
HOW DO WE JUDGE PEOPLE?
a)
THEIR CLOTHING
b)
THEIR BEHAVIOUR
c)
THEIR ATTITUDE
d)
WE SHOULD NOT JUDGE PEOPLE BY ANY WAY
12.
WHICH IS NOT PART OF BODY LANGUAGE?
a)
TALKING
b)
POSTURE
c)
GESTURE
d)
FACIAL EXPRESSIONS
13.
MAINTAINING EYE CONTACT IS PART OF ______
a)
KNOWLEDGE
b)
COMMUNICATION SKILL
c)
POSTURE
d)
GESTURE
14.
WHEN A CUSTOMER OBJECTS, FIRST THINK WE SHOULD DO IS TO _______
a)
TELL CUSTOMER NOT TO OBJECT
b)
ASK HELP FROM SM
c)
RESOLVE IT
d)
ACKNOWLEDGE IT
15.
A WORK WHICH IS IMPORTANT AND URGENT WESHOULD ______
a)
DELIGATE IT
b)
DO IT NOW
c)
PLAN IT
d)
DELETE IT
16.
WHHICH TYPE OF LISTENING WE SHOULD FOLLOW
a)
EMPATHETIC LISTENING
b)
SELECTIVE LISTENING
c)
IGNORANT LISTENING
d)
PRETENDING LISTENING
17.
NODDING HEAD & SHAKING HEAD IS TYPE OF
a)
READING
b)
KNOWLEDGE
c)
BODY LANGUAGE
d)
TALKING
18.
IF A CUSTOMER OBJECTION IS NOT CORRECT WE SHOULD
a)
TELL CUSTOMER THAT THE QUESTION IS NOT RIGHT
b)
UNDERSTAND THE REASON FOR THE QUERY AFTER ACKNOWLEDGING
c)
ACCEPT THAT THE CUSTOMER IS RIGHT
d)
TAKE HELP FOR SM TO HANDLE CUSTOMER
19.
IF A CUSTOMER IS ANGRY AND EXPRESSING HIS DIS-SATISFACTION WITH HIGH TONE, THE TYPE OF CUSTOMER IS CALLED AS ______
a)
ASSERTIVE CUSTOMER
b)
UNDERSTANDING CUSTOMER
c)
PASSIVE CUSTOMER
d)
AGGRESSIVE CUSTOMER
20.
TO HAVE BETTER RELATIONSHIP WITH OUR SUBORDINATES WE SHOULD
a)
UNDERSTAND THE SITUATION
b)
BE SUPPORTIVE AND WARM
c)
SHOULD SHOW EMPATHY
d)
ALL OF THE ABOVE
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