Customer Service Quiz Customer Service Quiz This quiz has 20 questions followed by one scenario. Name Email 1. Which one of these roles does not deal directly with customers? Receptionist Shop Assistant Delivery Driver Cleaner 2. Choose an example of good customer service. A staff member stands with their backs to the customer. A staff member smiles and greets the customer politely. A staff member chews her nails whilst waiting for her customer to make their choice. A Production Manager shouts at a colleague when they make an error with a parts order. 3. Identify the benefits of good customer service to the business. Customers who enjoy their experience, will spend more money. Customers who did not enjoy their experience, will recommend the business to friends. The business will not expand. The business will get bad reviews. 4. Which is a way to gain customer satisfaction? Slow service Not dealing with problems Confidence in service Long queues 5. The staff in the shop are very polite, they are ______________________. uncaring faithful efficient courteous 6. The customer service reacted quickly and in a positive way, they were ______________________. uncaring responsive attentive courteous We're doing everything to ____________________ our customers' expectations. excess exit exceed access My personal rule of ________________ is that I never argue with customers. finger thumb toe nail 9. Last year, we lost a lot of customers ______________ our competitor. for on to with 10. Usually it's easier to _________________________ an existing customer than to gain a new one. stick keep hold leave 11. We have a card for loyal customers to ________________ their loyalty. boost reward measure test 12. We usually accept complaints because we don't want to __________________ about unimportant details. quibble blame argument quit 13. What is customer service? When a business meets customer needs A method of production The service provided to customers before, during and after purchasing a product 14. For most businesses, the most profitable customers tend to be... local customers business customers new customers loyal customers 15. A customer service problem happens when a customer asks for the manager serving the customers becomes unprofitable customer complaint is ignored customer service does not meet expectations 16. What is rule number 1 in customer service? Customer is always right A good customer is a profitable customer Yes we can Keep asking them for more 17. A satisfied customer tends to be all of the following except... more loyal more profitable more costly more responsive to promotion 18. A key benefit from offering good customer service is lower costs repeat business or referrals reduced tax less customers 19. Profit is sales revenue minus costs True False 20. Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service. True False If you are human, leave this field blank. Next Δ