Customer Service Test

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

Customer service

Please wait while the activity loads.
If this activity does not load, try refreshing your browser. Also, this page requires javascript. Please visit using a browser with javascript enabled.

If loading fails, click here to try again

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.

Start

Congratulations - you have completed Customer service.You scored %%SCORE%% out of %%TOTAL%%.Your performance has been rated as %%RATING%%

Your answers are highlighted below.

Question 1

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 2

What percentage of unhappy customers never complain?

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

Question 3

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

A	Cost
B	Contact
C	Competition
D	Communication

Question 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

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 18

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

Question 19

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 20

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 21

The most important element in providing customer service is

A	Reliability
B	Regularity
C	Rationality
D	Responsibility

Question 22

Customer service involves

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

Question 23

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 24

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

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

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

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 27

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 28

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 29

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 30

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 31

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 32

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 33

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 34

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 35

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 36

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 37

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 38

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 39

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

A	Clear
B	Clever
C	Casual
D	Complex

Question 40

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

Once you are finished, click the button below. Any items you have not completed will be marked incorrect. Get Results

There are 40 questions to complete.

Cluburile de fotbal britanice vor pierde dacă Superliga Europeană le va lua monopolul

AstraZeneca a confirmat că vaccinul lor nu va mai fi distribuit

Tunelul sub Canalul Mânecii comemorează 30 de ani

Mândria Pakistanului subliniază sprijinul Marii Britanii pentru Moldova

Un băiat de 14 ani, ucis într-un atac cu sabia în nord-estul Londrei

Sclavia modernă și traficul de ființe umane