WorksheetsGrand Final Quiz
Total questions: 30
Worksheet time: 15mins
Why the phone answering skills are important? Choose the wrong answer
Give the best feeling and image to the customer
Obtain full mark from audit
Make the customer feels relieve
Make the customer feels happy
If customer call for a complain, what we need to give to customer?
Make customer feels relieve
Make customer angry
Give customer a gift
Give customer discount
“Hello, what do you need?” The above script is the way we answer. It is true or false?
True
False
What is the important things before answer the call?
Pen and notes
Product
Ruler
Eraser
What tone should we use when talking to the customer?
Lower tone
High tone
Moderate tone
No tone
What can we practice if customer asking regarding the medication or supplement?
3WH3AMA
3WH3AAM
3WH2AMM
3WH3AMM
Customer call and asking about the supplement. What is the question should we ask to customer?
Who is the supplement for?
Have you eaten just now?
Have you drink just now?
If customer tell you that he/she have the medication allergy, what should you do?
Just give the suitable supplement or medication to him/her.
Transfer the call to the pharmacist
Telling customer that is okay if have allergy. She/he still can take this medicine
What can you do for an extra mile?
Telling the customer about the promotions and events
Telling the customer to sleep well
Telling customer to rest well
Telling customer to eat well
What should you do when the calls end?
Solve the customer inquiry within time frame
Forget the conversation
End the call and no follow up
A customer walk in to your pharmacy and ask regarding the viral product. She/he want to know more about the details of the product. He/she keep asking whether the product really effective or not. As a staff, how would you handle this kind of customer?
Answer with the facts and trustworthy information
Ignore her question and keep on promoting other product
Try to read the product label and explain to her
Ask her to ask your manager
A customer walk in to your pharmacy with a nice appearance. He/she seems a very cheerful person even though this is the first time he/she went to your pharmacy. He/she find a product for his/her skin. As a staff, how would you handle this kind of customer?
Answer with the facts
Serve professionally
Be talkative to this customer
Praise on her appearance
A customer walk in to your pharmacy with a nice appearance. He/she ask you whether got the product for his/her grandfather knee or not. His / her grandfather got knee problem and he/she asking you the suitable product for him. He/she ask for your opinion which one better for his/her grandfather. As a staff, how would you handle this kind of customer?
Give her an option
Provide the facts
Suggest the recommended product
Serve professionally
A customer walks in to your pharmacy with a formal attire. He walks in very fast and straight away go to the supplement section. He grabs one of the supplements and bring it to the counter to do payment. As a staff, how would you handle this kind of customer?
Try to chit chat with the customer
Praise his appearance
Give an instruction to this customer on how to take the supplement without asking whether this is the first time taking the supplement or not
Serve professionally
You see a peacock customer walk in to your shop. What should you do to communicate with them?
Provide them with profit-loss, good-bad, pro-contra regarding the discussed topic.
Ask more on “What?” instead of “How?”
Be firm with them
If communicating two-ways, it is suggested to use friendly tone.
Customer service basic rules include all of these EXCEPT
Smile
Praise
Be Humble
Be happy
Why we praise our customer?
Gain more sales
Achieve our target
Want customer to bring home a smile
What is the effect of positive words towards the rice?
Turn to black colour
Smelly
Remains in white colour
Got fungus
What is the effect of negative words towards the rice?
Turn to black colour
Good smell
Remains in white colour
No fungus at all
How can we apply the praising skills as our habit? Which the following answer is NOT TRUE?
Theme set (Appearance)
Can do some competition on how many persons have you praised
Just say the word
Write down the praising skill in note book
The following answers are the way we can apply the praising skills EXCEPT
Start internally
Practice
Make it as habit
Set as next year to start to praise
What method can we use to praise?
WMQ method
WPQ method
APQ method
WPO method
Which of the following is the method of praising skills?
Question
Why
What
How
What is the stand of WPQ?
Who, Particular, Question
Why, People, Question
What, Particular, Question
You have to be observant in order to praise people.
False
True
The following answers are the category of the praise or type of praise. Which is NOT TRUE
Appearance
Health Improvement
Their words
Choices made
A customer walk in, and find product. She wants to buy product for her acne. After 5 minutes explaining to her, suddenly you praise her tudung. Is your actions was correct?
Yes
No
Makcik Kiah request to do blood pressure checking. The results 145/86. Last week result 150/90. What should you do?
React surprise
Ask customer what do they eat
Praise for the improvement and give some encouragement
Makcik Leha walk in with her new tudung colour. What should you do?
React surprise
Ask customer what can help
Praise the appearance of the customer
Kak Safeena walk in with her grandfather. What can you praise of?
Praise of Kak Safeena action as taking care of her grandfather
Let Kak Safeena walk around
Ask Kak Safeena what can we help
