Deck 6: Deliver and Monitor a Service to Customers

Question 1

There are a number of mechanisms an organisation can put in place to:

A) ensure customers are happy with their services
B) keep all of its staff working consistently
C) ensure only customers that want to purchase come into the store
D) keep staff from each department working together without wasting time

Answer 1

A

Question 2

Not all people are the same and …

A) all staff need to be able to greet customers in many different ways
B) every customer will require a different way for staff to sell to them
C) staff need to learn many different languages
D) therefore, will not need or expect the same things when making a purchase

Answer 2

D

Question 3

Excellent service to the external customer is:

A) the goal of all organisations regardless of how the staff are
B) not dependent on how the internal customer service is like
C) dependent upon healthy internal customer service
D) the only focus of all organisations

Answer 3

C

Question 4

If organisational constraints and limitations get in the way of you being able to address customer needs, you may have to seek assistance from designated individuals outside your organisation.

Question 5

It is essential to the success of your organisation that you are continually in touch with, and researching, what your manager needs and expects from your organisation.

Question 6

You can have the very best products or services and great accountants and managers to look after the business, but all this means nothing without a steady revenue stream.

Question 7

Good customer service policies must ensure:

A) all staff are able to give customers anything they like
B) the basic human rights of customers are observed
C) that employees can get a bonus when customers are happy
D) all customers are greeted in their cultural way

Question 8

In order to make the best use of effective communication and interpersonal skills it is important to have an understanding of the differences between communicating and speaking.

Question 9

The cornerstone of any successful business is knowing and understanding:

A) how each of its staff socialise outside of work hours
B) what its customers like to eat for dinner
C) when its customers like to buy and what they like to do with the products they buy
D) its customer's needs - knowing what, when and how to provide the products and services they expect

Question 10

Understanding customer needs and expectations will help you to make the most of each sales opportunity while providing quality customer service.