7196873
Descripción
Test por Mandy Bullock, actualizado hace más de 1 año
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Creado por Mandy Bullock
hace casi 8 años
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Pregunta 1
Pregunta
Why is it important to deliver consistently high quality service to customers?
Respuesta
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It reduces the need to act on customer feedback
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It encourages customers to ask questions
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It helps to maintain an organisation's positive reputation
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It allows the level of authority given to staff to be reduced
Pregunta 2
Pregunta
An organisation uses a survey to find out how customers feel about it in comparison to its competitors. Why is this important?
Respuesta
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So changes can be made to maintain customer loyalty
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So customers can be targeted with promotional offers
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So information gathered can be shared with other organisations
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So changes to organistaional procedures can be avoided
Pregunta 3
Pregunta
An organisation wants to reduce service failures. Which of these will lead to customers receiving poor service?
Respuesta
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Poor communication between staff
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Use of jargon
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Large numbers of staff
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Thorough training of staff
Pregunta 4
Pregunta
How does the Trade Description Act effect how an organisation delivers customer service ?
Respuesta
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A cooling off period must be given
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Credit agreements must be supplied
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Information given to customers must be true
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Customers must be compensated for cancelled deliveries
Pregunta 5
Pregunta
How does the Consumer rights act effect the delivery of customer service?
Respuesta
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Products provided must conform to sale agreement
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Products must not be sold using misleading practices
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Credit must be provided to allow goods to be purchased
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Products information must be provided in writing
Pregunta 6
Pregunta
An organisation starts to sell goods to customers through an online service, What must it do to comply with the consumer contracts regulations?
Respuesta
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Provide seller information to the customer
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Provide free delivery to the customer
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Take responsibillity for non-delivered items
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Offer extended guarantees on these items
Pregunta 7
Pregunta
What must an Organisation have in place in order to comply with Health and Safety legislation when delivering service to customers?
Respuesta
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Service level agreements
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Flexible service
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Clear procedures
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Reasonable adjustments
Pregunta 8
Pregunta
A customer has given permission for their contact details to be shared with an overseas organisation. What should the organisation do to ensure compliance with data protection legislation?
Respuesta
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Ensure that the receiving organisation pays for the information provided
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Ensure that the information is translated into the relevant language
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Ensure that the receiving country provides adequate protection
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Ensure that the country is outside of the European Union
Pregunta 9
Pregunta
Which of these is an example of appropriate information that an organisation is allowed to hold about its customers?
Respuesta
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Religious beliefs
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Social contacts
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Personal requirements
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Out of date personal information
Pregunta 10
Pregunta
Which of these questions will identify custiomer needs?
Respuesta
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Would you be willing to recommend us to your friends?
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Are you happy with the service you received today?
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Is there anything I can help you with today?
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Have I resolved this matter to your satisfaction?
Pregunta 11
Pregunta
Which of these techniques helps to put a customer at ease?
Respuesta
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Relating to a customer request
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Asking the customer to make a decision
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Asking the customer to wait
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Questioning the customers choices
Pregunta 12
Pregunta
For what purpose is an organisation permitted to use a customers date of birth?
Respuesta
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To determine eligbility for promotional offers
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To identify service preferences
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To determine financial status
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To identify previous transactions
Pregunta 13
Pregunta
Why is it important for an organisation to have an effective complaints procedure?
Respuesta
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To enable dissatisfied customers to be identified
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To limit further damage to its reputation
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To prevent customers returning in the future
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To improve competitiveness of the service offer
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