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WorksheetsBasics of Customer Service (HBL #1)
Total questions: 20
Worksheet time: 20mins
The initial opinion customer form about the retail assistant based on appearance, behavior and words is known as first
impression.
understanding.
likeness.
image.
When customers enjoy their shopping experience of which the service provided by the retail assistant, it is highly likely that they will do repeat
feedback.
purchase.
buying.
visit.
Customers tend to share their favorable shopping experiences with their family and friends which leads to more customers coming to the store. This is known as positive
shopping experiences.
customer satisfaction.
word of mouth recommendations.
customer's feedbacks.
When a customer first step into the retail store, the retail assistant near the entrance should welcome the customer by
smiling.
staring.
waving.
greeting.
The image shows one of the components of body language known as
expressions
gestures.
posture.
grooming.
It is encourage for retail assistant to understand and share the feeling, thoughts or perspectives of the customer which is known as
empathize.
care.
acknowledge.
sympathy.
Maintaining goodwill and customer loyalty will allow retail companies to enjoy
poor reputation.
brand recognition.
lesser customers.
free promotion.
The organizational values, beliefs, and behaviors that prioritize and emphasize the delivery of exceptional customer service is known as
company culture.
staff culture.
customer culture.
service culture.
A retail company that placed the customer at the center of all their business decision and processes is known as
customer-centric.
profit-centric.
employee-centric.
company-centric.
The image shows which department in a retail company belongs to?
Finance.
Sales and Marketing.
Human Resources.
Public Relations.
A culture that provides employees with greater flexibility to make certain decisions on the spot for customers is known as
welfare.
empowerment.
service.
discount.
It is important to have a strong follow up after a staff feedback from customers is gathered and analyzed to allow retail company to
review the staff.
pleased the customers.
offer discount to customers.
retrain the staff.
A group of people that purchase products or services from the retail company is known as
external customers.
existing customers.
internal customers.
repeat customers.
Customer touchpoints, also referred to as contact points, can be found at
toilet.
cashier.
shopping mall.
lift.
This image shows that after the customer had made the payment, the retail assistant should
greet the customer.
smile at the customer.
thank the customer.
wave at the customer
The roles of a retail assistant is to assist customers, handling transactions and
providing direction.
handle missing items.
perform housekeeping.
prevent customer lose.
Being a competent retail assistant will include being skilled at dealing with customers, responsible in performing job role and
merchandise display.
grooming standard.
giving discount.
product knowledge..
The ability to meet customers' needs and resolve their problems in any viable way possible is known as
resourcefulness.
skillful
reliability.
attitude.
Rapport building with customers is important because it helps to increased customer
hope.
satisfaction.
support.
profit.
When rapport is built with customers, in times of conflict, they will be more patient in a bid to find a solution to complex situation.
True.
False.
