5428264
Descripción
Test por First name Last name, actualizado hace más de 1 año
|
Creado por First name Last name
hace casi 8 años
|
|
Pregunta 1
Pregunta
Which of the following lists four interpersonal skills that a customer services supervisor should have?
Respuesta
-
Listening skills Positive body language Communication skills Good personal presentation
-
Good personal presentation Good business skills Excellent accounting knowledge A good understanding of travel and tourism
-
Positive body language A good attitude Attractive appearance Experienced manager
-
Communication skills 5 years experience Local knowledge Friendly with the staff
Pregunta 2
Pregunta
Customer service affect sales because it leads to [blank_start]loyalty[blank_end] and repeat business. It increases [blank_start]reputation[blank_end] and could lead to new customers through [blank_start]recommendations[blank_end]. Good customer service means that people are more likely to [blank_start]buy[blank_end]. Building a good customer [blank_start]rapport[blank_end] can lead to opportunities for [blank_start]up sell[blank_end].
Respuesta
-
loyalty
-
disinterest
-
sales
-
reputation
-
new customers
-
business
-
recommendations
-
the internet
-
selling
-
buy
-
sell
-
shop elsewhere
-
rapport
-
database
-
knowledge
-
up sell
-
complaints
-
refunds
Pregunta 3
Pregunta
How can you measure levels of customer service?
Respuesta
-
Complaints log
-
KPI (used to monitor customer service against targets)
-
Customer feedback
-
Sales records
-
Ask the staff
-
Instinct
Pregunta 4
Pregunta
It is possible to assess staff’s customer service skills by either using a SWOT analysis or by getting feedback from customers and colleagues
Respuesta
- True
- False
Pregunta 5
Pregunta
An effective team is made by;
Good working [blank_start]relationships[blank_end]
[blank_start]Communication[blank_end] and interpersonal skills
[blank_start]Personal development[blank_end] of team members
Support and feedback on [blank_start]performance[blank_end]
Respuesta
-
relationships
-
friendship groups
-
staff canteen
-
Communication
-
Telephones
-
Humour
-
Personal development
-
High salaries
-
Punishment
-
performance
-
product
-
career progression
Pregunta 6
Pregunta
Staff training can improve customer service because the development of communication and interpersonal skills may lead to fewer complaints
Respuesta
- True
- False
¿Quieres crear tus propios Tests gratis con GoConqr? Más información.