Question 1

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

Options :

A : Comparing.

B : Standardising.

C : Benchmarking.

D : Contrasting services.

Answer: C

Question 2

The three generally recognised types of customer are assertive, analytical and:

Options :

A : Aggressive.

B : Amiable.

C : Authoritative.

D : Aware.

Answer: B

Question 3

Which of the following is the most important reason for getting customer feedback:

Options :

A : To improve the overall customer experience.

B : To be seen to be responsive to customers.

C : To establish a customer database.

D : To improve sales.

Answer: A

Question 4

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 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