Question 1

The three generally recognised types of customer are assertive, analytical and:

Options :

A : Aggressive.

B : Amiable.

C : Authoritative.

D : Aware.

Answer: B

Question 2

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 3

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 4

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 5

Customer expectations:

Options :

A : Should always be met.

B : Can sometimes not be met

C : Can rarely be met.

D : Are never likely to be met.

Answer: B

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