WorksheetsCUSTOMER SERVICE MW
Total questions: 50
Worksheet time: 25mins
A good _______________ is essential to a business when providing customer service.
speaking voice
attitude
first impression
hair style
When greeting a customer you should always............
shake their hand
tell the customer how you feel today
smile and have open body language
multitask and ask them to repeat
How do you handle a difficult customer who comes into the store for help?
Pass off the customer onto other TSI student
Hear customer out, calm customer and resolve situation
Be disrespectful back to the customer
Avoid interacting with the customer
A key benefit from offering good customer service is ............
Lower costs
Repeat business
Reduced tax
less customers
What makes your PHARMACY different from other competitor?
Staff & Service are the exceptional
Our pharmacist is prettier
Our store is nearer
Our store is fancier
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
Good gesture during customer service
Standing behind counter and speak loudly
Offering seats to disabled customer
Wave your hand to regular customer as a sign of acknowledgement while you are engaging with other customer
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
Which is/are precaution for medication error?
sufficient if customer bring example of box/strip
Explain how to take the medication correctly
Dispense the medication without consulting pharmacist
Dispense regular medication to regular customer without checking purchase history
Identify the correct step when answering calls
Smile and speak in cheerful tone
Introduce your name and offer your help
Request customer to call again next time due to too many customer in the store
No need to follow up call eventhough the line/coverage for previous call is not stable
Quality service is the key to establishing and maintaining a successful business.
True
False
Eye contact communicates that the customer is important, and shows that you are giving your total attention and your willingness to serve.
True
False
When customers call on the phone, it is not important to make a good impression because they cannot see you.
True
False
Which of the following is an example of empathy?
Feeling angry when a customer insults you.
Feeling timid and withdrawing when a customer suggests your business is inadequate.
Shouting at a customer who shouts at you.
Understanding the tired feeling a customer has after traveling all day.
Which of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
The key to resolving customer complaints is to ____.
emphasize that others have had similar complaints
blame someone else
make sure the customer realizes you are right
ensure the customer’s satisfaction
What do customers expect from staff?
Excellent communication
Good personal presentation
To hear about how busy you have been
Consistency of service
Individual attention
The first step in resolving a customer complaint is to acknowledge the problem. Acknowledging the problem involves?
Following-up & taking action
Blaming the Chef
Asking the guest how they would like the problem to be fixed
Stay calm, listen to what is said & use feedback techniques to clarify the exact nature of the issue.
These are the examples of good customer service, EXCEPT
On time delivery
Excellent follow up
Well explained instructions
Called customer in a rude way
What type of voice tone should you use when talking on the phone?
Monotone
Loud and harsh
Cheerful and polite
Childish and sweet
What is the best way to handle a customer's complaint?
Ignore the complaint
Acknowledge the complaint and find a solution
Argue with the customer
Transfer the call without informing the customer
How should you respond if a customer is angry or upset?
Empathize with their feelings and apologize for any inconvenience
Argue back to prove your point
Tell them to calm down
Ignore their emotions and stick to the facts
How should you handle a customer who is being rude?
Argue back and defend yourself
Speak to them in a condescending tone
Maintain professionalism and try to resolve their issue
Ignore them and continue with your work
What is the importance of active listening in customer service?
It helps in selling more products
It helps in understanding customer needs and expectations
It's not important
It's only important in complaints handling
What does the phrase 'Thank you for calling [or coming in]' indicate at the end of a customer interaction?
That the company is not appreciative of the customer's contact
That the company is not interested in further interactions with the customer
That the company is grateful for the customer's contact and encourages further interactions
That the company is not willing to assist the customer further
when putting a customer on hold you should
ask for permission
estimate the hold time
provide updates
all of the above
Upon closing a call you should _____________
hang up
offer further assistance
sigh
you should never identify yourself to the customer when answering phone call or reply whatsapp
True
False
How do you show empathy in customer service
Understanding the situation
Acknowledging what you hear
Relate to the customer
All of the above
When dealing with difficult customers we should always
interrupt
get angry
offer solutions
worry about the next call
Eye contact can convey sincerity and interest.
True
False
Which of the following skills is most effective in communicating with customers?
Listening
Computer Repair
Playing a sport
Managing Money
In addition to active listening, what action helps in understanding a speaking customer?
Typing
Speaking fluently
Observation
Tidying the store
Identify the word or phrase that most accurately completes the following sentence.
Body language is ____
Second nature to humans
Not important in customer service
Just another scientific study
Communicating without words
Identify 3 body language cues that positively affect an employees ability to communicate with a customer
Making eye contact
Fidgiting
Frowning
A confident stance
Smiling
The ability to truly understand and feel someone else's emotions. You are able to look at things from their perspective (step in their shoes).
sympathy
empathy
compassion
Your Empathy mind should capture
What the user says and does
What the user thinks and feels
What the user will do in the future
What the user would like you to capture
The customer is calling to complain about the bad customer service he experienced on the last call...
I'm so sorry for this bad experience with the last agent. How can I help you this time?
I apologize for the customer service you received before. That's not the experience we want you to have when calling us to ask for help. We do our very best to work with each of our customers to provide excellent customer service. Let me help you with your concern/request this time.
I will send your complaint to our specialist department. We really care about your safety. Let me help you with your concern.
This is not what we want. My apologies for this. How can I help you today?
In the store, your customer's eyes were wide, and his hands were shaking. This shows that he was feeling ________.
scared
happy
proud
How does empathy benefit our customers?
They feel heard
Their concerns are being taken seriously
They feel the company is doing everything it can to help them
All of the above
What is the importance of active listening?
Active listening helps in building better relationships and resolving conflicts effectively.
Active listening is not important in communication.
Active listening is only important in professional settings.
Active listening is important only for extroverts.
The following are traits of active listening.Except?
Nodding head
Taking notes
Focusing on what you are saying only.
Reading body language and acting accordingly.
What causes a customer to make a complaint?
Customer service fails to provide an acceptable resolution for an issue
Products purchased does not meet their expectations
Long wait on hold when making an inquiry
All of these
Negative “word of mouth” advertising due to unresolved customer complaints can cost a business its
facilities.
employees.
reputation.
licenses.
To be a “good” salesman, you must…
Cover your area well
Know your customers preferences
Know your products and USP
All of the above
