Provide Service to Customers

nancy  stokes
Quiz by nancy stokes, updated more than 1 year ago
nancy  stokes
Created by nancy stokes almost 4 years ago
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Description

A quiz for event students about providing good customer service

Resource summary

Question 1

Question
To succeed in the world of customer service what important skills are required?
Answer
  • Strong communication skills
  • Problem solving skills
  • Effective listening skills
  • All of these skills

Question 2

Question
A characteristic of excellent customer service is:
Answer
  • Minimum customer interaction and contact
  • Open body language and professional communication
  • Telling the customer all about yourself
  • Seeing the customer as a commodity

Question 3

Question
The way you dress and take care of your general appearance are important factors in personal presentation. Why is it important to present yourself well?
Answer
  • To give a good impression of yourself and the organisation
  • To help you feel more confident and capable
  • First impressions are important in a service environment
  • All of these answers are correct

Question 4

Question
When asking questions in your conversation with a customer it is important to structure them well. Which of the following is an open-ended question?
Answer
  • "Are you requiring assistance?"
  • "How can I help you?"
  • "Was everything to your satisfaction?"
  • "Would you like me to find out for you?"

Question 5

Question
Asking questions of the right kind can help to obtain the right information. Closed questions are used:
Answer
  • To get specific information from a customer
  • To draw the customer into a conversation
  • To provide insight into a customer's opinion
  • When you require a lengthy explanation from a customer

Question 6

Question
To be an effective listener, the most important thing to do is to:
Answer
  • Hear the message being sent
  • Make meaning of the message
  • Respond to the message
  • Let the sender know you understand

Question 7

Question
A crucial skill for effective communication to take place is active listening. Which of the following is NOT a good listening strategy?
Answer
  • Yawning or looking elsewhere
  • Responding intermittently with nods
  • Taking notes if necessary
  • Showing interest and being alert

Question 8

Question
Non-verbal communication is defined as communication without words. Which of the following is NOT an example of non-verbal communication?
Answer
  • Making eye contact
  • Talking about the product
  • Nodding the head
  • Smiling or relaxed mouth

Question 9

Question
If you were unable to answer a customer's question, query or problem, the FIRST thing you should do is to:
Answer
  • Tell them to come back later
  • Ask a colleague or supervisor to help
  • Tell the customer you do not know the answer
  • Turn away and hope they will leave

Question 10

Question
What should you do if a customer requiring assistance is accompanied by a guide dog?
Answer
  • Avoid touching the guide dog without permission
  • Give the guide dog a treat
  • Ask the customer to leave
  • Call for the manager

Question 11

Question
When conversing with a person who has limited English what should you Not do?
Answer
  • Speak slowly and clearly
  • Increase the volume of your voice
  • Use simple words rather than sentences
  • Write the message down

Question 12

Question
What are important steps to ensure a successful phone interaction with a customer?
Answer
  • Answer the phone as quickly as possible
  • Speak clearly
  • Verify spellings and confirm information
  • All of these answers are correct

Question 13

Question
Excellent customer service in email correspondence includes which of the following?
Answer
  • Cold, impersonal tone
  • Wordy responses
  • Professionalism and quality assurance
  • Using acronyms and emoticons

Question 14

Question
Loyalty can be defined as a customer continuing to believe that your product/service is their best option. Which of the following are important for building customer loyalty?
Answer
  • Having a quick response time
  • Being honest and reliable
  • Having expert product knowledge
  • All of these answers are correct

Question 15

Question
An important aspect of customer service is dealing with complaints. What steps are required to resolve customer service complaints?
Answer
  • Listen to their problem
  • Sympathise with their situation
  • Ask how they would like to have their problem resolved
  • All of these answers are correct

Question 16

Question
Sometimes you can quickly calm an irate customer by simply:
Answer
  • Telling the customer about your policy
  • Thinking of how you will respond and not paying attention
  • Smiling
  • Listening

Question 17

Question
Handling customer complaints effectively not only resolves immediate problems, but it can help to:
Answer
  • Gain customer loyalty
  • Build customer satisfaction
  • Lead to improvements that are customer focused
  • All of these answers are correct

Question 18

Question
Why is follow up important when resolving a customer complaint?
Answer
  • It gives you a chance to say all the things you didn't think of before
  • It shows the customer how petty the complaint was
  • It is required on the checklist for customer service
  • It shows your commitment to ensuring the experience was positive

Question 19

Question
What are the benefits of having a customer service policy?
Answer
  • There is a consistency in the way customers are treated
  • It outlines guidelines for handling complaints
  • It provides levels of authority for resolving complaints
  • All of these answers are correct

Question 20

Question
Why is it important to gain feedback on customer service?
Answer
  • Identifies any operational issues
  • Assists with future planning
  • Provides an opportunity to review the quality of the service provision
  • All of these answers are correct
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