Question 1

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

Question 2

Before sending a customer an email you should always:

Options :

A : Be courteous.

B : Read the email before sending.

C : Use an appropriate title.

D : All of the above.

Answer: D

Question 3

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 4

The most common time wasting activity is:

Options :

A : Personal disorganisation.

B : Frequent interruptions.

C : Excessive socialising.

D : Being indecisive.

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