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WorksheetsBasics of Customer Service (Unit 1 #1)
Total questions: 10
Worksheet time: 5mins
A positive first impression is based on the
appearance, behaviour and words.
character, behaviour, and words.
appearance, attitude, and words.
appearance, behaviour, and tone.
Making positive first impressions will lead to positive word of mouth, satisfied customers and
bulk purchase.
repeat purchases.
small purchases.
no prucahses.
Creating a positive first impression requires the staff to Greet, Eye contact, Empathise, and
laugh and wave.
frown and walk away.
smile and nod.
angry and stare.
In a retail store, a common behaviour that customer will exhibit is
browsing around slow and relaxed.
browsing around fast and anxious.
searching around slow and relaxed.
searching around hasty and anxious.
Customer service aimed at meeting the customer's
needs and expectations.
wants and expectations.
needs and hope.
wants and hope.
Improving competitive edge helps to benefits excellent customer service.
True.
False.
Maintaining goodwill and customer loyalty allows company to enjoy
tax rebate.
brand recognition.
holidays.
tarnished reputation.
Retail staff must observe all personal grooming standards except
hygiene
attire.
brands.
nails.
Effective communication consists of tone of voice, word used and
greetings.
grooming.
eye contact.
body language.
Components of body language consists of posture, hands and
facial expression.
personal grooming.
education background.
personal hygiene.
