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Description
Quiz by annemarie.flanag2385, updated more than 1 year ago
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Question 1
Question
Which of the following shows the difference between customer service standards and policies?
Answer
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Standards and policies are methods of carrying out a service
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A standard is a company’s plan of action to deliver a service and a policy is why it should be done.
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A standard is a plan of action whist a policy is how the plan will be carried out
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A standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service
Question 2
Question
What is the main benefit to a customer of a retail business having a customer service policy?
Answer
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Customers will stay within the law.
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Customers will always be able to get a refund
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There is consistency in the way customers are treated.
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Customers can follow these policies when complaining
Question 3
Question
Which of the following is one of the most common types of customer complaints?
Answer
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Unhelpful staff
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Opening times.
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No toilet facilities
Question 4
Question
What is the best technique for listening to a customer making a complaint?
Answer
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Pick out important points and facts.
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Explain the company policy for complaints
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Think about what you are going to say.
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Make notes.
Question 5
Question
When a sales person is listening to a customer, what should they listen for whilst the customer is speaking?
Answer
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Good points
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Important points and facts
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Queries from other customers
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Manager or colleague
Question 6
Question
After listening and apologising to the customer, what must happen before informing the customer of a solution to their complaint?
Answer
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A solution is put into action
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The store becomes less busy
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The customer is satisfied with the solution
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Company policy is explained
Question 7
Question
Which one of the following describes a main key feature of excellent customer service?
Answer
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Being courteous to customers
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Exceeding customer needs
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Accepting customer needs
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Meeting company needs
Question 8
Question
Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
Answer
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Greet them and carry on working
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Acknowledge their presence
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Wait until the customer asks for help
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Observe customer movements but say nothing
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