Customer Service

Which of the following is most likely to help in calming an angry customer when face to face?

• Crossing your arms

• Rapid nodding of the head

• Slow nodding of the head

• Smiling

Which statement about customer service is correct?

• Excellent customer service results in a more positive business

  reputation.

• Excellent customer service results in more promises and

  therefore more lawsuits.

• Excellent customer service results in fewer loyal customers.

• Excellent customer service results in lower wages.

8. What is the main purpose of customer service?

• a. To meet needs and expectations.

• To deliver standards.

• To work as part of a team.

• To increase sales

Which of the following is one of the most effective and least expensive ways to market a business?

• In-theater advertising

• Effective customer service

• Glossy, colorful, professional brochures

• One-on-one sales calls

An example of how to provide good customer service is...

• Greeting customers in a friendly manner

• Hiding in the stock room

• Talking about customers with colleagues

• Following a formal procedure for dealing with complaints

Which is a way to gain customer satisfaction?

• Confidence in service
• Not dealing with problems
• Slow service
• Long queues

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

The staff in the shop are very polite, they are ______________________.

• courteous 
• efficient
• faithful
• uncaring

Which of the following is an easy way to show respect to customers?

• When addressing a customer, use his or her first name.

• Stop talking

  when the customer begins to speak.

• Return calls or e-mail messages at your own convenience.

• Avoid eye-contact with the customer lest he or she is offended

Which one of these roles does not deal directly with customers?

• Receptionist
• Shop Assistant
• Delivery Driver
• Cleaner