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

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

Customer information should be collected by a shop:

Options :

A : Once you are aware that the customer is a regular shopper.

B : The first time the customer comes into the shop.

C : If a customer appears to be one who will return to the shop.

D : When the customer makes his first purchase.

Answer: B

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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