WorksheetsCustomer Service Quiz
Total questions: 20
Worksheet time: 10mins
Why can customer complaints sometimes be a good thing for a business?
They can change and do something completely different
The business will get feedback so they can improve
Learn who are the difficult customers
What should you do if a customer becomes abusive?
Refund his item even if it is damaged
Shout at the manager
Contact your manager
What is a benefit of offering good customer service?
Reduced tax
Repeat business
Lower Costs
Recommendation
a customer likes your product but they do not tell others about it
a customer tells another person how good your product is
a customer does not like your product
What is the goal of a sales associate?
Make sure that any products displayed are perfectly tidy.
Satisfy the customer
Exceed your target each month.
An advantage of Good Customer Service
unsatisfied customers
willing to pay a higher price to get the product
unsatisfied employees
A good worker will provide innovation to the job. Innovation means.......
creating a new idea, method, or device
Albert Einstein
Black and White Television
¨Treat others as you would like to be treated¨ is this statement applicable to good customer service?
Yes
No
Do not know
Which one of these roles does not deal directly with customers?
Receptionist
Delivery Driver
Cleaner
What is a benefit of good customer service?
The business will remain small
Customers will enjoy their experience
The business will get negative reviews
What is the first rule in customer service?
Treat customers well so the business is profitable
The customer is always right
The customer is always wrong.
What is the best way to talk to a customer?
Ignore the customer
Interact as if you are best friends
Speak in a pleasant tone of voice and interact in a warm manner with the customer
A Disadvantage of Good Customer Service for the company is having
to pay for training for their employees
less customers
dissatisfied employees
What is customer service?
A form of production
When a business does not care about customers
The service that is provided to customers before, during and after they have purchased an item or service.
When can a customer service problem happen?
A customer complaint is ignored
The customer is spoken to politely
The service given does not meet expectations of the customer.
What should you do when a customer comes to you with a complaint?
Be patient
Listen carefully
All answers are correct
Which is a way to gain customer satisfaction?
Speaking abruptly
Long Queues (lines)
Confidence in service
Which is not a way to provide a reliable service?
Short waiting time
Product knowledge
Long waiting time
Which option is NOT an example of active listening?
Reflecting on what a customer has said
Making notes
Ignoring the customer
A Example of Positive Customer Service
Higher Prices
Long Lines in check out
Loyalty Cards
