· Each multiple-choice question has four responses.
· You are to answer all questions.
· There is only one right answer.
· On completion, submit your assessment to your assessor.
1. How can you ensure you give your customers exactly what they want?
(a) By observing their behaviour, anticipating what they want and providing it.
(b) By creating a customer profile and keeping it on your database.
(c) By determining and clarifying their preferences, needs and expectations from the outset.
(d) By resolving their complaints quickly and to their satisfaction.
2. Which products and services should you advise customers on?
(a) All the products and services you offer.
(b) Products and services which are most profitable for your business.
(c) Products which are overstocked and need to be sold.
(d) Products and services appropriate to the customer’s needs.
3. When should you anticipate customers’ preferences, needs and expectations?
(a) At the beginning of the service experience.
(b) Throughout the entire service experience.
(c) At the end of the service experience.
(d) In the middle of the service experience.
4. In what timeframe should you provide products and services to customers?
(a) Promptly and within your organisation’s designated timeframes.
(b) Usually within one working day.
(c) It depends on the customer. Some are willing to wait longer than others.
(d) As quickly as you possibly can. Your main aim should be a fast turnaround
5. How can you provide tailored and additional services and products?
(a) Use your intuition to predict products and services customers might like.
(b) Use your initiative to offer extras and add-ons that meet customers’ needs.
(c) Use your communication skills to ask colleagues what customers want.
(d) Use your customer profile and database to consistently email your clients with options.
6. When should you check the actioning of a customer’s special requests?
(a) During customer delivery.
(b) After customer delivery.
(c) Before customer delivery.
(d) It’s not your responsibility to check the actioning of customers’ special requests.
7. Why should you provide professional and personalised service?
(a) To ensure your job remains secure.
(b) To get a promotion.
(c) To provide a quality service experience for your external customers.
(d) To develop better relationships with and provide a quality service experience for your internal and external customers.
8. What’s the primary reason to liaise and be in close communication with team members and suppliers?
(a) To ensure efficient service delivery.
(b) To check that they’re doing their jobs properly so you can report any performance problems to management.
(c) To learn from their mistakes.
(d) To ensure that everyone knows who you are and what your role is.
9. Who should you share customer information with to ensure quality service delivery?
(a) Your team members and manager.
(b) Your CEO.
(c) Your external customers.
(d) It’s against the law to share customer information.
10. What should you do if you identify a problem with a product or service?
(a) Immediately speak with the team member responsible for the poor product or service to prevent it from happening again. Then go
speak with the customer to compensate them.
(b) Take immediate action to address the problem before provision to the customer.
(c) If you caused the problem, take immediate action to address it. If it’s someone else’s fault, let them know so they can address it
before provision to the customers.
(d) It isn’t necessary to take any action in this situation.
11. What should you do if there’s a delay in product or service provision?
(a) Apologise to the customer. Give an explanation. Keep them regularly updated on expected outcomes.
(b) If you are well organised, there should never be delays in products or services.
(c) Most customers are used to waiting. If they complain, however, let them know what’s happening and what the expected outcome
(d) Find out who is responsible and ask them to follow through with the customer.
12. If the customer wants a product or service that’s unavailable, what should you do?
(a) Apologise that you can’t give them what they want.
(b) To keep them happy, say you can provide it, and then use your creativity and initiative to figure out how you can.
(c) Use your initiative to advise them of suitable alternative products and services.
(d) Send them to another organisation which can give them what they want.
13. How should you compensate customers for service difficulties?
(a) Give them the compensation they ask for. The customer is always right after all!
(b) If they’re nice to you, give them their money back. If they’re not, don’t! You don’t want customers like this to come back anyway.
(c) Avoid compensating customers for service difficulties as it eats into profits. If you don’t return their calls they’ll get frustrated and
(d) Be proactive and compensate them according to your individual empowerment and organisational policy.
14. What should you do about service issues to avoid further customer disappointment?
(a) Complain to your friends and family about service issues. Most internal feedback just falls on deaf ears anyway.
(b) Complain to your manager about service issues so they can be fixed.
(c) Provide internal feedback on service issues and suggest improvements.
(d) Tell your team mates to get their act together before management notices they are slack and sacks them.
15. What’s the best way to establish and agree on the nature, possible cause and details of customers’ complaints?
(a) Use reflective questions to probe for specifics and clarify any ambiguities to make sure you completely understand.
(b) Use closed questions to make sure you maintain complete control of the conversation.
(c) Use open questions to allow the customer to speak freely and openly about their concerns.
(d) Use active listening techniques and try not to ask the customer too many questions.
16. You need to assess the impact your conflict resolution has on the customer. What kind of impact are you looking for?
(a) No impact.
(b) Negative impact.
(c) Positive impact.
(d) Negative or no impact.
17. What kind of techniques can assist you most with the management of complaints?
(a) Self-defence techniques.
(b) Communication techniques.
(c) Selling techniques.
(d) Techniques to anticipate customer preferences.
18. How should you handle complaint situations or conflicts in order to resolve them most effectively?
(a) Sensitively, courteously and discreetly at all times.
(b) Loudly, confidently and clearly.
(c) Sensitively, assertively or aggressively, depending on the customer’s attitude.
(d) Sensitively, courteously and publicly to ensure you have witnesses.
19. Whose responsibility is it to find a solution to customer complaints?
(a) Your manager’s.
(b) Your team’s.
(c) Your customer’s
20. When determining and analysing options to resolve complaints/conflicts, what should you take into account before deciding on the
(a) Organisational promotional services you could offer.
(b) Professional standards required of the services industry.
(c) Organisational procedures, policies and constraints as well as designated response times.
(d) Organisational structure charts and the cost of compensation.
21. How do you ensure complaints/conflicts are resolved to customer satisfaction?
(a) Consult customer satisfaction survey results when planning your resolution strategy.
(b) Consult with the customer throughout the resolution process.
(c) Consult with your team members and manager for their advice and suggestions.
(d) Consult complaint resolution websites for the most common solutions to the problems.
22. How should you view complaints?
(a) As an opportunity to demonstrate high-quality customer service.
(b) As a problem to be resolved quickly before it gets any worse.
(c) As a mistake to blame someone for.
(d) As a chance to slip out for a break without anyone noticing.
23. Why should you provide internal feedback about complaints?
(a) To let management know they should be on the lookout for inept employees.
(b) To increase the satisfaction of internal customers.
(c) To develop rapport with your external customers.
(d) To avoid future reoccurrence.
24. Why should you reflect on and evaluate complaints and solutions?
(a) So you can enhance your response to future issues.
(b) So you can have more meaningful team meetings.
(c) So you can improve your problem-solving skills.
(d) You don’t need to reflect on and evaluate complaints and solutions. You should focus on serving the customers at hand.
25. How can you promote repeat business?
(a) Offer special discounts to friends and family. Encourage them to spread the word to other people they know. Word of mouth is the
best form of advertising.
(b) Offer promotional services according to your empowerment and organisational policy.
(c) Advertise and give away free samples of your products and services.
(d) Use special display stands and window displays to promote your products and services.
26. Why should You maintain customer profiles?
(a) To organise your customer database better.
(b) To give office staff an important task to focus on during ‘down time’.
(c) To enhance service delivery.
(d) To ensure you comply with the Privacy Act.
27. How can you further develop relationships with repeat customers?
(a) They are repeat customers because you have already managed to develop a relationship with them. You really don’t need to do
(b) Provide them with further information about your vast array of products and services. Keep tempting them to try new and different
(c) Offer them discounts on any products or services they purchase.
(d) Continue to develop rapport with them, offer promotional services and provide them with personalised service.
28. How can you tailor products and services to individual customers?
(a) Check out their customer profile and offer them products and services based on it.
(b) Check out their customer satisfaction form and offer them products and services based on it.
(c) Check out their Facebook page and offer them products and services based on it.
(d) Check out their personal details in the customer database and offer them products and services based on their age and address.
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