Question 1

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

Options :

A : Comparing.

B : Standardising.

C : Benchmarking.

D : Contrasting services.

Answer: C

Question 2

Obtaining information from customers in order to be responsive to their needs and improving the overall customer experience is known as:

Options :

A : Customer feedback

B : Customer responsiveness.

C : Mystery shopping.

D : Sales targeting.

Answer: A

Question 3

When you are busy and you answer the phone, immediately, and politely tell the caller that you are very busy and you will ring them back later, then you are:

Options :

A : Ignoring a potential customer.

B : Using a good time management technique.

C : Likely to get in trouble with your boss.

D : Letting the caller know how hard you work.

Answer: B

Question 4

A common barrier to communicating with customers are the:

Options :

A : Use of emails.

B : Attitudes and assumptions that we make.

C : Busy lives we lead.

D : Lack of shop assistants.

Answer: B

Question 5

The most common time wasting activity is:

Options :

A : Personal disorganisation.

B : Frequent interruptions.

C : Excessive socialising.

D : Being indecisive.

Answer: B

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