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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 over 8 years ago
11538
2
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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
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