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Customer Service Quiz Retail

Mandy Bullock 7 questions 5.0 (1 rating) Updated 7 Aug 2024

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Questions in this quiz (7)

  1. 1Which of the following shows the difference between customer service standards and policies?
    1. AStandards and policies are methods of carrying out a service
    2. BA standard is a company’s plan of action to deliver a service and a policy is why it should be done.
    3. CA standard is a plan of action whilst a policy is how the plan will be carried out
    4. DA standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service
  2. 2What is the main benefit to a customer of a retail business having a customer service policy?
    1. ACustomers will stay within the law.
    2. BCustomers will always be able to get a refund
    3. CThere is consistency in the way customers are treated.
    4. DCustomers can follow these policies when complaining
  3. 3Which of the following is one of the most common types of customer complaints?
    1. AUnhelpful staff
    2. BOpening times.
    3. CNo toilet facilities
  4. 4What is the best technique for listening to a customer making a complaint?
    1. APick out important points and facts.
    2. BExplain the company policy for complaints
    3. CThink about what you are going to say.
    4. DMake notes.
  5. 5After listening and apologising to the customer, what must happen before resolving the customers complaint?
    1. AA solution is put into action
    2. BThe store becomes less busy
    3. CThe customer is satisfied with the solution
    4. DCompany policy is explained
  6. 6Which one of the following describes a main key feature of excellent customer service?
    1. ABeing courteous to customers
    2. BExceeding customer needs
    3. CAccepting customer needs
    4. DMeeting company needs
  7. 7Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
    1. AGreet them and carry on working
    2. BAcknowledge their presence and ask do they need help
    3. CWait until the customer asks for help
    4. DObserve customer movements but say nothing

Information

Description
Retail Customer service quiz
Language
English
Views
890
History
Created on 16 Nov 2015 · updated on 7 Aug 2024
Rating
5.0 out of 5 · 1 rating
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