Quiz
Provide Service to Customers
Fragen in diesem Quiz (20)
1To succeed in the world of customer service what important skills are required?
- AStrong communication skills
- BProblem solving skills
- CEffective listening skills
- DAll of these skills
2A characteristic of excellent customer service is:
- AMinimum customer interaction and contact
- BOpen body language and professional communication
- CTelling the customer all about yourself
- DSeeing the customer as a commodity
3The way you dress and take care of your general appearance are important factors in personal presentation.
Why is it important to present yourself well?
- ATo give a good impression of yourself and the organisation
- BTo help you feel more confident and capable
- CFirst impressions are important in a service environment
- DAll of these answers are correct
4When asking questions in your conversation with a customer it is important to structure them well.
Which of the following is an open-ended question?
- A"Are you requiring assistance?"
- B"How can I help you?"
- C"Was everything to your satisfaction?"
- D"Would you like me to find out for you?"
5Asking questions of the right kind can help to obtain the right information.
Closed questions are used:
- ATo get specific information from a customer
- BTo draw the customer into a conversation
- CTo provide insight into a customer's opinion
- DWhen you require a lengthy explanation from a customer
6To be an effective listener, the most important thing to do is to:
- AHear the message being sent
- BMake meaning of the message
- CRespond to the message
- DLet the sender know you understand
7A crucial skill for effective communication to take place is active listening.
Which of the following is NOT a good listening strategy?
- AYawning or looking elsewhere
- BResponding intermittently with nods
- CTaking notes if necessary
- DShowing interest and being alert
8Non-verbal communication is defined as communication without words.
Which of the following is NOT an example of non-verbal communication?
- AMaking eye contact
- BTalking about the product
- CNodding the head
- DSmiling or relaxed mouth
9If you were unable to answer a customer's question, query or problem, the FIRST thing you should do is to:
- ATell them to come back later
- BAsk a colleague or supervisor to help
- CTell the customer you do not know the answer
- DTurn away and hope they will leave
10What should you do if a customer requiring assistance is accompanied by a guide dog?
- AAvoid touching the guide dog without permission
- BGive the guide dog a treat
- CAsk the customer to leave
- DCall for the manager
11When conversing with a person who has limited English what should you Not do?
- ASpeak slowly and clearly
- BIncrease the volume of your voice
- CUse simple words rather than sentences
- DWrite the message down
12What are important steps to ensure a successful phone interaction with a customer?
- AAnswer the phone as quickly as possible
- BSpeak clearly
- CVerify spellings and confirm information
- DAll of these answers are correct
13Excellent customer service in email correspondence includes which of the following?
- ACold, impersonal tone
- BWordy responses
- CProfessionalism and quality assurance
- DUsing acronyms and emoticons
14Loyalty 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?
- AHaving a quick response time
- BBeing honest and reliable
- CHaving expert product knowledge
- DAll of these answers are correct
15An important aspect of customer service is dealing with complaints.
What steps are required to resolve customer service complaints?
- AListen to their problem
- BSympathise with their situation
- CAsk how they would like to have their problem resolved
- DAll of these answers are correct
16Sometimes you can quickly calm an irate customer by simply:
- ATelling the customer about your policy
- BThinking of how you will respond and not paying attention
- CSmiling
- DListening
17Handling customer complaints effectively not only resolves immediate problems, but it can help to:
- AGain customer loyalty
- BBuild customer satisfaction
- CLead to improvements that are customer focused
- DAll of these answers are correct
18Why is follow up important when resolving a customer complaint?
- AIt gives you a chance to say all the things you didn't think of before
- BIt shows the customer how petty the complaint was
- CIt is required on the checklist for customer service
- DIt shows your commitment to ensuring the experience was positive
19What are the benefits of having a customer service policy?
- AThere is a consistency in the way customers are treated
- BIt outlines guidelines for handling complaints
- CIt provides levels of authority for resolving complaints
- DAll of these answers are correct
20Why is it important to gain feedback on customer service?
- AIdentifies any operational issues
- BAssists with future planning
- CProvides an opportunity to review the quality of the service provision
- DAll of these answers are correct
Informationen
- Beschreibung
- A quiz for event students about providing good customer service
- Autor
- nancy stokes
- Sprache
- English
- Aufrufe
- 12.032
- Schlagwörter
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