Test
Customer Service Quiz Retail
Preguntas del test (7)
1Which of the following shows the difference between customer service standards and policies?
- AStandards and policies are methods of carrying out a service
- BA standard is a company’s plan of action to deliver a service and a policy is why it should be done.
- CA standard is a plan of action whilst a policy is how the plan will be carried out
- DA standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service
2What is the main benefit to a customer of a retail business having a customer service policy?
- ACustomers will stay within the law.
- BCustomers will always be able to get a refund
- CThere is consistency in the way customers are treated.
- DCustomers can follow these policies when complaining
3Which of the following is one of the most common types of customer complaints?
- AUnhelpful staff
- BOpening times.
- CNo toilet facilities
4What is the best technique for listening to a customer making a complaint?
- APick out important points and facts.
- BExplain the company policy for complaints
- CThink about what you are going to say.
- DMake notes.
5After listening and apologising to the customer, what must happen before resolving the customers complaint?
- AA solution is put into action
- BThe store becomes less busy
- CThe customer is satisfied with the solution
- DCompany policy is explained
6Which one of the following describes a main key feature of excellent customer service?
- ABeing courteous to customers
- BExceeding customer needs
- CAccepting customer needs
- DMeeting company needs
7Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
- AGreet them and carry on working
- BAcknowledge their presence and ask do they need help
- CWait until the customer asks for help
- DObserve customer movements but say nothing
Información
- Descripción
- Retail Customer service quiz
- Autor
- Mandy Bullock
- Idioma
- English
- Visitas
- 889
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