Customer Service Quiz Retail

Question 1 of 8

Medal-premium 1

Which of the following shows the difference between customer service standards and policies?

Select one of the following:

  • Standards and policies are methods of carrying out a service

  • A standard is a company’s plan of action to deliver a service and a policy is why it should be done.

  • A standard is a plan of action whist a policy is how the plan will be carried out

  • A standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service

Question 2 of 8

Medal-premium 1

What is the main benefit to a customer of a retail business having a customer service policy?

Select one of the following:

  • Customers will stay within the law.

  • Customers will always be able to get a refund

  • There is consistency in the way customers are treated.

  • Customers can follow these policies when complaining

Question 3 of 8

Medal-premium 1

Which of the following is one of the most common types of customer complaints?

Select one of the following:

  • Unhelpful staff

  • Opening times.

  • No toilet facilities

Question 4 of 8

Medal-premium 1

What is the best technique for listening to a customer making a complaint?

Select one of the following:

  • Pick out important points and facts.

  • Explain the company policy for complaints

  • Think about what you are going to say.

  • Make notes.

Question 5 of 8

Medal-premium 1

When a sales person is listening to a customer, what should they listen for whilst the customer is speaking?

Select one of the following:

  • Good points

  • Important points and facts

  • Queries from other customers

  • Manager or colleague

Question 6 of 8

Medal-premium 1

After listening and apologising to the customer, what must happen before informing the customer of a solution to their complaint?

Select one of the following:

  • A solution is put into action

  • The store becomes less busy

  • The customer is satisfied with the solution

  • Company policy is explained

Question 7 of 8

Medal-premium 1

Which one of the following describes a main key feature of excellent customer service?

Select one of the following:

  • Being courteous to customers

  • Exceeding customer needs

  • Accepting customer needs

  • Meeting company needs

Question 8 of 8

Medal-premium 1

Which one of the following techniques is the most effective method of approaching customers on the salesfloor?

Select one of the following:

  • Greet them and carry on working

  • Acknowledge their presence

  • Wait until the customer asks for help

  • Observe customer movements but say nothing

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Customer Service Quiz Retail

Mandy Bullock
Quiz by , created about 1 year ago

Retail Customer service quiz

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Mandy Bullock
Created by Mandy Bullock about 1 year ago
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