Question 1

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 2

Which of the following is the most important reason for getting customer feedback:

Options :

A : To improve the overall customer experience.

B : To be seen to be responsive to customers.

C : To establish a customer database.

D : To improve sales.

Answer: A

Question 3

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

Options :

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

Question 4

Before sending a customer an email you should always:

Options :

A : Be courteous.

B : Read the email before sending.

C : Use an appropriate title.

D : All of the above.

Answer: D

Question 5

Continuous improvement, by definition, means that a business is always looking for:

Options :

A : Better employees and more customers.

B : Small things that can improve the overall customer experience.

C : Continually getting better customers into the shop.

D : Ways in which the business can save money.

Answer: B

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