5428264
Descripción
Test por First name Last name, actualizado hace más de 1 año
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Creado por First name Last name
hace más de 8 años
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Pregunta 1
Pregunta
Which of the following lists four interpersonal skills that a customer services supervisor should have?
Respuesta
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Listening skills Positive body language Communication skills Good personal presentation
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Good personal presentation Good business skills Excellent accounting knowledge A good understanding of travel and tourism
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Positive body language A good attitude Attractive appearance Experienced manager
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Communication skills 5 years experience Local knowledge Friendly with the staff
Pregunta 2
Pregunta
Customer service affect sales because it leads to [blank_start]loyalty[blank_end] and repeat business. It increases [blank_start]reputation[blank_end] and could lead to new customers through [blank_start]recommendations[blank_end]. Good customer service means that people are more likely to [blank_start]buy[blank_end]. Building a good customer [blank_start]rapport[blank_end] can lead to opportunities for [blank_start]up sell[blank_end].
Respuesta
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loyalty
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disinterest
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sales
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reputation
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new customers
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business
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recommendations
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the internet
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selling
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buy
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sell
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shop elsewhere
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rapport
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database
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knowledge
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up sell
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complaints
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refunds
Pregunta 3
Pregunta
How can you measure levels of customer service?
Respuesta
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Complaints log
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KPI (used to monitor customer service against targets)
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Customer feedback
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Sales records
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Ask the staff
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Instinct
Pregunta 4
Pregunta
It is possible to assess staff’s customer service skills by either using a SWOT analysis or by getting feedback from customers and colleagues
Respuesta
- True
- False
Pregunta 5
Pregunta
An effective team is made by;
Good working [blank_start]relationships[blank_end]
[blank_start]Communication[blank_end] and interpersonal skills
[blank_start]Personal development[blank_end] of team members
Support and feedback on [blank_start]performance[blank_end]
Respuesta
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relationships
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friendship groups
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staff canteen
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Communication
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Telephones
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Humour
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Personal development
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High salaries
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Punishment
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performance
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product
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career progression
Pregunta 6
Pregunta
Staff training can improve customer service because the development of communication and interpersonal skills may lead to fewer complaints
Respuesta
- True
- False
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