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Test

Provide Service to Customers

nancy stokes 20 preguntas 12.032 visitas 5,0 (1 valoración)

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Preguntas del test (20)

  1. 1To succeed in the world of customer service what important skills are required?Imagen de la pregunta 1
    1. AStrong communication skills
    2. BProblem solving skills
    3. CEffective listening skills
    4. DAll of these skills
  2. 2A characteristic of excellent customer service is:Imagen de la pregunta 2
    1. AMinimum customer interaction and contact
    2. BOpen body language and professional communication
    3. CTelling the customer all about yourself
    4. DSeeing the customer as a commodity
  3. 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?    Imagen de la pregunta 3
    1. ATo give a good impression of yourself and the organisation
    2. BTo help you feel more confident and capable
    3. CFirst impressions are important in a service environment
    4. DAll of these answers are correct
  4. 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?    Imagen de la pregunta 4
    1. A"Are you requiring assistance?"
    2. B"How can I help you?"
    3. C"Was everything to your satisfaction?"
    4. D"Would you like me to find out for you?"
  5. 5Asking questions of the right kind can help to obtain the right information.
    Closed questions are used:    Imagen de la pregunta 5
    1. ATo get specific information from a customer
    2. BTo draw the customer into a conversation
    3. CTo provide insight into a customer's opinion
    4. DWhen you require a lengthy explanation from a customer
  6. 6To be an effective listener, the most important thing to do is to:Imagen de la pregunta 6
    1. AHear the message being sent
    2. BMake meaning of the message
    3. CRespond to the message
    4. DLet the sender know you understand
  7. 7A crucial skill for effective communication to take place is active listening.
    Which of the following is NOT a good listening strategy?    Imagen de la pregunta 7
    1. AYawning or looking elsewhere
    2. BResponding intermittently with nods
    3. CTaking notes if necessary
    4. DShowing interest and being alert
  8. 8Non-verbal communication is defined as communication without words.
    Which of the following is NOT an example of non-verbal communication?    Imagen de la pregunta 8
    1. AMaking eye contact
    2. BTalking about the product
    3. CNodding the head
    4. DSmiling or relaxed mouth
  9. 9If you were unable to answer a customer's question, query or problem, the FIRST thing you should do is to:Imagen de la pregunta 9
    1. ATell them to come back later
    2. BAsk a colleague or supervisor to help
    3. CTell the customer you do not know the answer
    4. DTurn away and hope they will leave
  10. 10What should you do if a customer requiring assistance is accompanied by a guide dog? Imagen de la pregunta 10
    1. AAvoid touching the guide dog without permission
    2. BGive the guide dog a treat
    3. CAsk the customer to leave
    4. DCall for the manager

Información

Descripción
A quiz for event students about providing good customer service
Idioma
English
Visitas
12.032
Valoración
5,0 de 5 · 1 valoración
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