Untitled Lessonuuu
Presentation
•
Education
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KG
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Practice Problem
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Hard
Alan Kenny
Used 1+ times
FREE Resource
37 Slides • 27 Questions
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2
3
Multiple Choice
Which of the following is a key principle of responding to customer complaints?
Listening actively to the customer
Ignoring the complaint
Blaming the customer
Delaying the response
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5
Open Ended
Why is understanding customer needs and expectations important in providing effective customer service?
6
7
Multiple Choice
According to the slides, what is the main reason an organisation may succeed or fail in a competitive world?
The level of customer service it delivers
The quality of its products
The amount of money it spends on advertising
The number of employees it has
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10
Open Ended
Consider an example of when you have received poor customer service. What made it poor? How did you feel?
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12
Multiple Choice
Which of the following is NOT a purpose of customer service according to the slides?
To meet or exceed customer expectations
To build customer loyalty
To increase sales and profits
To reduce the number of employees
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14
15
Fill in the Blanks
Type answer...
16
Open Ended
Describe how customer service affects the success of the organisation.
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18
Multiple Choice
Which of the following is a negative impact of poor customer service on an organisation?
Increased sales and profits
Boosted job security
Threatened organisation's existence
Attracted new customers
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20
Open Ended
Describe THREE ways in which customer service can affect the success of an organisation.
21
22
Fill in the Blanks
Type answer...
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25
Multiple Select
Which of the following are benefits of excellent customer service?
Increased sales and profits
Customer loyalty
Negative word-of-mouth
Meeting or exceeding customer needs
26
Open Ended
Why is it important for an organisation to prioritise the needs of loyal customers over other types of external customers?
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Open Ended
List and explain two key purposes of customer service as described in the slides.
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35
Multiple Choice
Why is it important for an organisation to identify and service its customers’ needs?
To increase profits only
To comply with legal requirements
To understand what matters to customers and meet their needs
To reduce the number of employees
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37
Multiple Choice
What are some types of customer information that organisations should collect to improve customer service?
Contact details, purchasing history, complaints records, survey results
Employee salaries, supplier contracts, office rent
Company mission statement, annual reports, board meeting notes
Weather forecasts, stock market trends, competitor advertisements
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39
Multiple Select
Which of the following are benefits of effective customer information management?
Target marketing effectively
Improve products based on feedback
Build stronger relationships
Increase employee turnover
40
41
Fill in the Blanks
Type answer...
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43
Open Ended
Explain how organisations can use customer information to improve their products and services.
44
Multiple Choice
What is the main difference between a product and a service?
A product is intangible and a service is tangible
A product is something you own, while a service is something provided to you
A product is always more expensive than a service
A product requires more personal contact than a service
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Open Ended
What is one area of customer service you would like to learn more about or improve after this session?
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Multiple Choice
According to Pareto's Law, what percentage of your sales typically comes from 20% of your customers?
80%
50%
20%
100%
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55
Fill in the Blanks
Type answer...
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Open Ended
Describe the impact of poor internal customer service on external customer service.
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Open Ended
Explain the difference between internal and external customers, and why both are important for an organization.
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Multiple Select
Which of the following are types of external customers?
Loyal customers
Warehouse staff
Discount customers
Impulsive customers
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63
Multiple Choice
Which of the following are considered product factors that influence customer needs?
Price
Staff attitude
Physical needs
Language
64
Multiple Choice
Which of the following is NOT one of the objectives of the Customer Service Level 2 session?
Describe the Principles of Customer Service
Understand how customers’ needs and expectations are formed
Identify the legislation which supports the customer service process
Develop marketing strategies for new products
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