NEW
Font size
WorksheetsBasics of Customer Service (Revision Quiz #1)
Total questions: 30
Worksheet time: 15mins
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 slowly and relaxed.
browsing around fast and anxious.
searching around slowly 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.
Service culture refers to organizational
values, beliefs and behaviours.
goal, beliefs and behaviours.
values, ideas and behaviours.
values, beliefs and character.
A service culture is developed within the organization is to satisfy it staff's needs.
True.
False.
An organization culture that provides employee the autonomy to make decision on the spot for customer is known as
authority.
rights
empowerment.
freedom.
The two types of feedback collection are monitoring and
surveys.
ratings.
questionnaire.
solicitation.
After using the toilet, the user can feedback on the cleanliness of the toilet using
experience rating systems.
structured surveys.
open ended feedback.
monitoring system.
Retraining of staff is one of a strong follow up actions when feedbacks are gathered and analyzed.
True.
False.
Which of the following is NOT an internal customers?
CEO.
Shopper.
HR executive.
Admin staff.
RATER stands for Reliability, Assurances, Tangibles, Empathy and
Responsible.
Relatedness.
Relevancy.
Responsiveness.
One of the customer touchpoints in a retail store is
phone call.
delivery.
payment.
housekeeping.
Benchmarking is important because it
monitor company's profit.
raise standards and performances.
attract customer to spend.
creates job opportunity.
In the retail outlet, the role of the service personnel is to
warehouse inventory.
hiring new staff.
clear table.
preventing pilferage.
A retail assistants serve customers to the best of their abilities to cater to customers' needs and
requests.
expectations.
wants.
demands.
Customer service mindset is important critical service attributes for a service personnel.
True.
False.
Being a professional competency personnel is to be
well-groomed.
responsible.
indecisive.
unskilled.
The importance of rapport building with customers is to
customer retention.
increased competition.
increased feedbacks.
lost of trust.
When customers are satisfy with the retail staff service, they tends to purchase more things which contributed to the store's
confidence.
headcount.
reputation.
sales.
When retail assistant builds and develops good rapport with the customers, it will help to reduced customer's
loyalty.
trust.
conflict.
sales.
Using a high tone to speak to customers is a positive techniques of rapport building.
True.
False.
Being aware of physical closeness and observing personal space, helps to set the customer at
frustration.
worry.
peace.
ease.
After making a purchase in a store, a retail assistant should
greet the customer.
thank the customer.
smile at the customer.
wave at the customer.
