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General Knowledge
Q.1
When dealing with a customer face to face, you should first...
*
Say 'How may i help you?'
Greet them
Ask them what they want
Have a neutral expression on your face
Q.2
In physical interactions body language is
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Not important
Lame
Over rated
Important
Q.3
It is not important to manage the customers' expectation right from the onset
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False
True
Q.4
The customer is always right, even if they are abusive...
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False
True
Q.5
Which of the following will help calm an angry customer
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Acting indifferent
Defending your employer
Showing empathy
Asking the customer to calm down
Q.6
Customer complaints are...
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Dreadful
Lies
Unnecessary
Valuable
Q.7
Customer service is just about handling complaints
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True
False
Q.8
Emotional intelligence is not an important customer service skill
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True
False
Q.9
When a customer makes a complaint to you ...
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Give him a pen to write down an official complaint
Apologize
Defend your employer
Tell him the problem isn't your fault and then apologize
Q.10
When assisting a customer to pick a product or service, the most important thing is:
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Getting the customer's money
Telling them everything about all the products & services
Helping them pick a product or service best tailored to their perceived needs
Making a huge commission off them
Q.11
Great customer service involves
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Going beyond the call of duty
All of the above
Listening actively
Adding a touch of personality to your interactions
Q.12
Satisfied customers are your most credible advert
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False
True
Q.13
Which of the following can lead to poor customer experience
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Clear directions
Poor ambience
Soft background music
Great lighting
Q.14
Which of the following is not a characteristic of active listening?
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Focusing on the customer
No talking, just listening
Finishing the customer's sentences
Empathic body language
Q.15
Which of the following is a reason to give customers a welcoming smile?
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So that customers think we're happy to see them
We were told to do so at a training
So that they can see my white dentition
Smiling makes customers feel welcomed
Q.16
People can tell when you smile on the telephone
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False
True
Q.17
Which of the following attitudes can lead to improved customer service?
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Putting in a little extra
All of the above
Genuinely caring for customers' needs
Put yourself in their shoes
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