Question 1

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

Options :

A : Aggressive.

B : Amiable.

C : Authoritative.

D : Aware.

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

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

Many organisations have something called a USP. This means they have a:

Options :

A : Unique sales position.

B : Unique selling point.

C : Unique sales pitch.

D : Unusual service product.

Answer: B

Question 5

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