Copy and Edit

Provide Service to Customers

Description

A quiz for event students about providing good customer service
nancy stokes
Quiz by nancy stokes, updated more than 1 year ago
nancy stokes
Created by nancy stokes almost 8 years ago
11102
3
0

Resource summary

Question 1

Question
To succeed in the world of customer service what important skills are required?
Image:
85c1471b-70d4-4546-be65-84082fb80bb2 (image/png)
Answer
  • Strong communication skills
  • Problem solving skills
  • Effective listening skills
  • All of these skills

Question 2

Question
A characteristic of excellent customer service is:
Image:
018c8e39-27f3-4ac9-bd4b-63429962b9ae (image/jpeg)
Answer
  • Minimum customer interaction and contact
  • Open body language and professional communication
  • Telling the customer all about yourself
  • Seeing the customer as a commodity

Question 3

Question
The way you dress and take care of your general appearance are important factors in personal presentation. Why is it important to present yourself well?
Image:
142e59e0-a3a3-4c8c-ac06-5f488cacbd51 (image/jpeg)
Answer
  • To give a good impression of yourself and the organisation
  • To help you feel more confident and capable
  • First impressions are important in a service environment
  • All of these answers are correct

Question 4

Question
When asking questions in your conversation with a customer it is important to structure them well. Which of the following is an open-ended question?
Image:
8233f0a8-9389-4214-9d6a-ac0a99ca5c52 (image/jpeg)
Answer
  • "Are you requiring assistance?"
  • "How can I help you?"
  • "Was everything to your satisfaction?"
  • "Would you like me to find out for you?"

Question 5

Question
Asking questions of the right kind can help to obtain the right information. Closed questions are used:
Image:
f672ff85-a577-4bff-b7fd-6242b99ce9a7 (image/jpeg)
Answer
  • To get specific information from a customer
  • To draw the customer into a conversation
  • To provide insight into a customer's opinion
  • When you require a lengthy explanation from a customer

Question 6

Question
To be an effective listener, the most important thing to do is to:
Image:
92155c88-0431-432f-ab53-62158c80e57f (image/jpeg)
Answer
  • Hear the message being sent
  • Make meaning of the message
  • Respond to the message
  • Let the sender know you understand

Question 7

Question
A crucial skill for effective communication to take place is active listening. Which of the following is NOT a good listening strategy?
Image:
aee14054-5b84-4d04-bc48-80d78bcf37e0 (image/jpeg)
Answer
  • Yawning or looking elsewhere
  • Responding intermittently with nods
  • Taking notes if necessary
  • Showing interest and being alert

Question 8

Question
Non-verbal communication is defined as communication without words. Which of the following is NOT an example of non-verbal communication?
Image:
dce7fb56-2a36-46f7-ae12-a2d805a6b423 (image/jpeg)
Answer
  • Making eye contact
  • Talking about the product
  • Nodding the head
  • Smiling or relaxed mouth

Question 9

Question
If you were unable to answer a customer's question, query or problem, the FIRST thing you should do is to:
Image:
f3951c78-eb7b-476e-892b-3f034a9d7c5e (image/jpeg)
Answer
  • Tell them to come back later
  • Ask a colleague or supervisor to help
  • Tell the customer you do not know the answer
  • Turn away and hope they will leave

Question 10

Question
What should you do if a customer requiring assistance is accompanied by a guide dog?
Image:
ac42945e-c5dc-4319-b0ba-66c1062ab401 (image/jpeg)
Answer
  • Avoid touching the guide dog without permission
  • Give the guide dog a treat
  • Ask the customer to leave
  • Call for the manager

Question 11

Question
When conversing with a person who has limited English what should you Not do?
Image:
f7ffe9b9-2a87-409f-8288-bd7988656908 (image/jpeg)
Answer
  • Speak slowly and clearly
  • Increase the volume of your voice
  • Use simple words rather than sentences
  • Write the message down

Question 12

Question
What are important steps to ensure a successful phone interaction with a customer?
Image:
f32b6568-ba4a-4a66-a08e-819c71885807 (image/jpeg)
Answer
  • Answer the phone as quickly as possible
  • Speak clearly
  • Verify spellings and confirm information
  • All of these answers are correct

Question 13

Question
Excellent customer service in email correspondence includes which of the following?
Image:
ab824b85-3f3a-4108-ab28-d84417687bb9 (image/jpeg)
Answer
  • Cold, impersonal tone
  • Wordy responses
  • Professionalism and quality assurance
  • Using acronyms and emoticons

Question 14

Question
Loyalty can be defined as a customer continuing to believe that your product/service is their best option. Which of the following are important for building customer loyalty?
Image:
21469dba-e139-42ff-b520-e182b1d3350e (image/jpeg)
Answer
  • Having a quick response time
  • Being honest and reliable
  • Having expert product knowledge
  • All of these answers are correct

Question 15

Question
An important aspect of customer service is dealing with complaints. What steps are required to resolve customer service complaints?
Image:
1649900b-ff7f-4fc0-8e93-9442fc082cc9 (image/jpeg)
Answer
  • Listen to their problem
  • Sympathise with their situation
  • Ask how they would like to have their problem resolved
  • All of these answers are correct

Question 16

Question
Sometimes you can quickly calm an irate customer by simply:
Image:
8b78136c-84a3-41a2-9ae7-e0188ea8444d (image/jpeg)
Answer
  • Telling the customer about your policy
  • Thinking of how you will respond and not paying attention
  • Smiling
  • Listening

Question 17

Question
Handling customer complaints effectively not only resolves immediate problems, but it can help to:
Image:
0f799b21-8370-48ed-a0fe-14a80d7ce901 (image/jpeg)
Answer
  • Gain customer loyalty
  • Build customer satisfaction
  • Lead to improvements that are customer focused
  • All of these answers are correct

Question 18

Question
Why is follow up important when resolving a customer complaint?
Image:
ba0794f3-cfc5-4f14-a148-1d4d63d15d7a (image/jpeg)
Answer
  • It gives you a chance to say all the things you didn't think of before
  • It shows the customer how petty the complaint was
  • It is required on the checklist for customer service
  • It shows your commitment to ensuring the experience was positive

Question 19

Question
What are the benefits of having a customer service policy?
Image:
57781822-7d57-45a1-875d-ce1da1aa4abe (image/jpeg)
Answer
  • There is a consistency in the way customers are treated
  • It outlines guidelines for handling complaints
  • It provides levels of authority for resolving complaints
  • All of these answers are correct

Question 20

Question
Why is it important to gain feedback on customer service?
Image:
3460b380-5187-48fb-bcc8-c1541b3464db (image/jpeg)
Answer
  • Identifies any operational issues
  • Assists with future planning
  • Provides an opportunity to review the quality of the service provision
  • All of these answers are correct
Show full summary Hide full summary

Want to create your own Quizzes for free with GoConqr? Learn more.

Similar

Distributing GoConqr Courses
Sarah Egan
Customer Service Quiz
Antonia Blankenberg
Food and Health Safety Introduction
Andrew Burke
Food Safety
Andrew Burke
Retail Health & Safety Quiz
Mandy Bullock
Understanding the Effects of Customer Service
Antonia Blankenberg
Food and Health Safety Flashcards
Andrew Burke
Customer Service Quiz Retail
Mandy Bullock
Dealing with Customer Concerns and Issues
Antonia Blankenberg
Dealing with Customers
Antonia Blankenberg
Key HACCP Terminology
Andrew Burke
Browse Library