Question 1

Frequent interruptions:

Options :

A : Help when working with colleagues.

B : Can help you to make the most of your time.

C : Help to get a lot of things done at once.

D : Are a common time wasting activity.

Answer: D

Question 2

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 3

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 4

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

Question 5

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