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- 1. Multiple Choice
Which is a way to gain customer satisfaction?
Speaking abruptly
Long Queues (lines)
Confidence in service
- 2. Multiple Choice
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.
- 3. Multiple Choice
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
- 4. Multiple Choice
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.
- 5. Multiple Choice
¨Treat others as you would like to be treated¨ is this statement applicable to good customer service?
Yes
No
Do not know
- 6. Multiple Choice
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.
- 7. Multiple Choice
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
- 8. Multiple Choice
What should you do if a customer becomes abusive?
Refund his item even if it is damaged
Shout at the manager
Contact your manager
- 9. Multiple Choice
What should you do when a customer comes to you with a complaint?
Be patient
Listen carefully
All answers are correct
- 10. Multiple Choice
Which one of these roles does not deal directly with customers?
Receptionist
Delivery Driver
Cleaner
- 11. Multiple Choice
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.
- 12. Multiple Choice
What is a benefit of offering good customer service?
Reduced tax
Repeat business
Lower Costs
- 13. Multiple Choice
What is a benefit of good customer service?
The business will remain small
Customers will enjoy their experience
The business will get negative reviews
- 14. Multiple Choice
Which option is NOT an example of active listening?
Reflecting on what a customer has said
Making notes
Ignoring the customer
- 15. Multiple Choice
Which is not a way to provide a reliable service?
Short waiting time
Product knowledge
Long waiting time
- 16. Multiple Choice
A good worker will provide innovation to the job. Innovation means.......
creating a new idea, method, or device
Albert Einstein
Black and White Television
- 17. Multiple Choice
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
- 18. Multiple Choice
A Disadvantage of Good Customer Service for the company is having
to pay for training for their employees
less customers
dissatisfied employees
- 19. Multiple Choice
An advantage of Good Customer Service
unsatisfied customers
willing to pay a higher price to get the product
unsatisfied employees
- 20. Multiple Choice
A Example of Positive Customer Service
Higher Prices
Long Lines in check out
Loyalty Cards
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