Question 1

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 2

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

Question 3

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 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

A customer who is an Amiable Type would typically be classed as:

Options :

A : An authoritative and informed customer.

B : Unlikely to make a purchase.

C : Someone who often comes in to chat and not buy

D : Talkative and interested more in opinion than facts.

Answer: D