Question 1

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 2

The most common time wasting activity is:

Options :

A : Personal disorganisation.

B : Frequent interruptions.

C : Excessive socialising.

D : Being indecisive.

Answer: B

Question 3

For organisations to improve their customer service they need to:

Options :

A : Gather information when they first meet a customer.

B : Gather information when a customer may not return.

C : Gather information from regular customers.

D : All of the above.

Answer: D

Question 4

Continuous improvement, by definition, means that a business is always looking for:

Options :

A : Better employees and more customers.

B : Small things that can improve the overall customer experience.

C : Continually getting better customers into the shop.

D : Ways in which the business can save money.

Answer: B

Question 5

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