Customer Service v6.0

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Prioritising tasks means:

  • A. Deciding which tasks need to be done immediately and which can wait.
  • B. Telling which customer is going to be served next.
  • C. Spending longer on the first task that you have to do in the day.
  • D. Using your best marketing material.


Answer : A

Explanation:

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Frequent interruptions:

  • A. Help when working with colleagues.
  • B. Can help you to make the most of your time.
  • C. Help to get a lot of things done at once.
  • D. Are a common time wasting activity.


Answer : D

When you are using a phone to give a customer a serial number you should:

  • A. Speak in your normal voice.
  • B. Speak slower than normal.
  • C. Be enthusiastic.
  • D. Be unenthusiastic.


Answer : B

Benchmarking is used to:

  • A. Compare your competitors' prices.
  • B. Measure how your organisation is performing in relation to your competitors.
  • C. Test customer purchases.
  • D. Keep track of your daily sales targets.


Answer : B

When a business is always looking for small things to improve the overall customer experience we call it:

  • A. Better business.
  • B. Improving the business.
  • C. Continuous improvement.
  • D. Getting better.


Answer : C

Attitudes and assumptions that we make about people are:

  • A. A good first impression of customers.
  • B. A common barrier to communication.
  • C. Useful when selling to customers.
  • D. Likely to help with product placement.


Answer : B

Benchmarking is used to:

  • A. Compare your competitors' prices.
  • B. Measure how your organisation is performing in relation to your competitors.
  • C. Test customer purchases.
  • D. Keep track of your daily sales targets.


Answer : B

Customer information should be collected by a shop:

  • A. Once you are aware that the customer is a regular shopper.
  • B. The first time the customer comes into the shop.
  • C. If a customer appears to be one who will return to the shop.
  • D. When the customer makes his first purchase.


Answer : B

To improve the overall customer experience is the most important reason for having:

  • A. A good business plan.
  • B. Marketing.
  • C. Customer feedback.
  • D. Customers.


Answer : C

A useful way of prioritising your task is known as the:

  • A. PTT approach.
  • B. RST approach.
  • C. Listing approach.
  • D. ABC approach.


Answer : D

Email communication is effective because it is:

  • A. Suitable for global markets.
  • B. Expensive.
  • C. Possible to trace.
  • D. None of the above.


Answer : A

Good time management recommends that if you are busy and someone rings you then you should:

  • A. Ignore the phone call and let it ring.
  • B. Answer the phone and ask them to ring you later at a more convenient time.
  • C. Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.
  • D. Answer the call and deal with it, as you know you will eventually have to deal with it.


Answer : C

An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:

  • A. BPS.
  • B. USP.
  • C. SPU.
  • D. CSP.


Answer : B

If possible, the first time a customer comes into a shop you should ensure that:

  • A. They purchase something.
  • B. You find out their name.
  • C. Customer information is collected.
  • D. You make sure they are in the correct shop.


Answer : C

Customers are often sub divided into smaller groups to distinguish purchaser behaviour.
This activity is known as:

  • A. Group segmentation.
  • B. Group purchasing.
  • C. Market segmentation.
  • D. Sectional marketing.


Answer : C

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Exam contains 165 questions
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