Customer Service Test

On average, a customer tells 10 people about a bad experience they had with a business

Customer service

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Customer Service Level 2 Test Online - City & Guilds Read the following questions and choose the correct answer A, B, C or D. Choose one answer only.

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Question 1

What percentage of unhappy customers never complain?

A	35%
B	55%
C	75%
D	95%

Question 2

Losing business through sending a letter to a customer instead of a fax is an example of

A	A sender barrier
B	A channel barrier
C	A message barrier
D	An audience barrier

Question 3

Which is the most appropriate way of dealing with a customer with a complaint?

A	Putting the company’s case as persuasively as possible
B	Negotiating and calming according to recognised principles
C	Referring repeatedly to the relevant item of company policy
D	Doing everything possible to give the customer what they want

Question 4

When communicating with internal and external customers, language should always be

A	Clear
B	Clever
C	Casual
D	Complex

Question 5

What does the most damage to an organisation’s reputation in the market place?

A	Stock prices on the exchange market
B	The behaviour of staff when not at work
C	Issuing too many leaflets and brochures
D	Word of mouth about bad customer service

Question 6

Organisational barriers to change lie mainly in

A	Shareholders, stakeholders and key players
B	Management, staff and the customer base
C	Regulators, watchdogs and auditors
D	Processes, systems and methods

Question 7

Customers refer organisations that

A	Keep their records up-to-date
B	Continually improve their services
C	Send their staff for regular training
D	Continually survey their customers

Question 8

Why is teamwork important in the provision of customer service?

A	Customer service can only be provided by teams
B	Customer service involves everyone in the organisation
C	Research shows that customers prefer teams to individuals
D	Teams can tell customers about other products and services

Question 9

Customer service involves

A	Meeting customer expectations
B	Providing customer expectations
C	Marketing customer expectations
D	Producing customer expectations

Question 10

In a situation where a customer complains loudly, the service provider should speak

A	Firmly and loudly negotiate
B	Firmly and loudly and negotiate
C	Loudly and defend the company
D	Quietly and politely and negotiate

Question 11

The most important element in providing customer service is

A	Reliability
B	Regularity
C	Rationality
D	Responsibility

Question 12

A customer service survey will help the organisation find out about

A	What salaries are being paid in the industry
B	What health and safety rules to put in place
C	What to invest their capital in for the best return
D	What products and services their customers want

Question 13

The main principles of the Disability Discrimination Act (1995) is that the service provider may not

A	Promote products for disabled people
B	Sell products which may harm or injure
C	Provide access to all areas of premises
D	Refuse to provide a service which it provides to others

Question 14

Staff involved with service delivery

A	Need to have a thorough knowledge of the relevant products or services
B	Need to know how to research the benefits of products or services for customers
C	Need to give the impression that they have a thorough knowledge of products or services
D	Need to be able to present products and services in the best light regardless of their knowledge

Question 15

Queue management and prioritisation

A	Result in higher levels of customer satisfaction
B	Lead to greater levels of customer dissatisfaction
C	Have little or no impact on levels of customer satisfaction
D	Can have both positive and negative effects on customer satisfaction

Question 16

Why has customer service become an increasingly important factor influencing customer choice?

A	Price has become unimportant as people have more money to spend
B	Customers have rising service expectations in a competitive market
C	It is the most cost-effective way of marketing products and services
D	It compensates for the low quality of many products and services

Question 17

When products or service are changed, customers’ expectations and understanding of the product or service

A	Vary exactly in proportion to levels of brand loyalty
B	Can be accurately predicted by database modelling
C	Should be left to change as product familiarity grows
D	Must be actively managed through an education process

Question 18

Why might an organisation develop its own ethical standards in addition to legislation and regulation?

A	To avoid being presented badly in the press
B	To introduce more standards to staff who work there
C	To ensure the company acts fairly in any circumstances
D	To reduce the need for legislation that governs the sector

Question 19

Which Act was introduced to ensure companies do not advertise goods inaccurately?

A	The Sale of Goods Act
B	The Trade Descriptions Act
C	The Consumer Protection Act
D	The Supply of Goods and Services Act

Question 20

Most customers show their dissatisfaction by

A	Taking their business elsewhere
B	Using the complaints procedure
C	Non-verbal communication
D	Becoming abusive to staff

Question 21

A customer places a complicated order over the telephone. What is the best way to ensure the details are correct?

A	To record the telephone call
B	To confirm the order in writing
C	To take down the details in writin
D	To repeat the order over the telephone

Question 22

Resolving a customer complaint would not normally include

A	Reimbursing with a free product
B	Compensation for costs incurred
C	Reimbursing for the cost of the product
D	Compensation for time spent complaining

Question 23

One key thing an organisation can do to maintain a good relationship with customers is to

A	Keep up to date with economic trends and developments
B	Make sure its health and safety policy is being adhered to
C	Keep up the data with demand for new products and services
D	Make sure its staff are portraying the current professional image

Question 24

Compared with profit-making organisations, customer service for non-profit making organisations is

A	Not important
B	More important
C	Not as important
D	Just as important

Question 25

A food retailer decides to offer home delivery of shopping bought over the internet. What is the most likely reason for this decision?

A	To reduce prices to customers
B	To match what the competition offers
C	To enable the retailer to charge for deliveries
D	To reduce the number of customers using the store

Question 26

The Health and Safety Executive is responsible for

A	The regulation of risks to health and safety arising from work activity in Britain
B	Health and safety directors within an organisation across all sectors
C	Checking workplaces with ten or fewer staff on site
D	Worldwide regulations for health and safety

Question 27

A good reason for a service provider choosing to communicate face-to-face with a customer rather than by telephone is that it allows them

A	To see the customer’s reactions
B	To respond more promptly
C	To practise their body language
D	To give the customer one-to-one attention

Question 28

Organisations who give excellent customer services typically have staff who dress

A	Smartly and take their time
B	Smartly and are friendly and helpful
C	Casually and speak clearly and loudly
D	Casually, take their time and are careful

Question 29

The best products and services

A	Should be left exactly as they are
B	Need only occasional improvement
C	Should be subject to continuous improvement
D	Can only result from continuous improvement

Question 30

Why is an organisation with advanced technology most likely to be able to determine customer service processes?

A	Prices are tracked and extracted
B	Historical data is accessible and available
C	Managers can log efficiency of all the staff
D	Customer service assistants are trained in the use of technology

Question 31

Explaining features and benefits of a product to customers helps them to understand

A	What the product will do for them
B	How the product should be operated
C	What the best price is for the product
D	What questions to ask the customer service assistant

Question 32

To comply with consumer law it is most important for staff to

A	Undertake training courses
B	Understand each law in detail
C	Explain laws to customers and hand out leaflets
D	Understand which laws apply and put them into practice

Question 33

Which of the following limits an organisation’s ability to meet customer expectations?

A	Cost
B	Contact
C	Competition
D	Communication

Question 34

Elderly or infirm customers should be treated

A	With discrete extra attention
B	Only be specially trained staff
C	With a high priority at all times
D	The same as any other customer

Question 35

Why is it considered good business practice to welcome, handle and identify complaints?

A	It gives the company a chance to get things right, build customer loyalty and gain valuable feedback for future improvement
B	It has been shown by research that customers who complain tend to have higher purchasing power than those who don’t
C	It is a way of extending contact with a customer who would otherwise have nothing further to do with the company
D	Companies who ignore complaints become over-confident and lose their market position to competitors

Question 36

Longer-term customer service relationships may be most influenced by

A	Changes in regulations
B	Flexibility in regulations
C	Supervision of regulations
D	Enforcement of regulations

Question 37

Why is it important for staff to receive health and safety training?

A	To ensure customers are kept safe
B	To ensure a company meets its legal obligations
C	To enable questions to be answered by staff when inspectors visit
D	To ensure the workplace is as risk-free as possible for staff and customers

Question 38

An external customer is someone who

A	Delivers things to an organisation
B	Buys things form an organisation
C	Fixes things for an organisation
D	Sends things to an organisation

Question 39

Which of the following most affects customers’ views of service provided?

A	Body space
B	Body culture
C	Body language
D	Body corporate

Question 40

When complaints are handled in a fair way

A	All customers stay loyal
B	Few customers stay loyal
C	Most customers stay loyal
D	Some customers stay loyal

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There are 40 questions to complete.

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