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

Frequent interruptions:

Options :

A : Help when working with colleagues.

B : Can help you to make the most of your time.

C : Help to get a lot of things done at once.

D : Are a common time wasting activity.

Answer: D

Question 3

Many organisations have something called a USP. This means they have a:

Options :

A : Unique sales position.

B : Unique selling point.

C : Unique sales pitch.

D : Unusual service product.

Answer: B

Question 4

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

Question 5

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

Free CSFX Mock Exam – Practice Online Confidently