Category 1
What does it mean to help customers?
a. Ignoring them
b. Helping quickly
c. Not being there for them
b. Helping quickly
What's important for helping customers?
a. Being impatient
b. Making mistakes
c. Being polite
c. Being polite
How handle tough situations?
a. Be rude
b. Ignore problems
c. Stay calm and helpful
c. Stay calm and helpful
8. How can a professional be creative?
a. Always do things the same way
b. Never try new ways to help
c. Always find better ways to help
c. Always find better ways to help
What is a professional's reliability?
a. Always be late
b. Keep promises and be on time
c. Ignore what customers need
b. Keep promises and be on time
What is the main advantage of using telephone surveys?
- A) They can be very long.
- B) They are quick and simple.
- C) They require face-to-face interaction.
- B) They are quick and simple.
What do mail surveys allow customers to do?
- A) Respond quickly over the phone.
- B) Fill out questionnaires at their own pace.
- C) Shop anonymously.
- B) Fill out questionnaires at their own pace.
What is the purpose of face-to-face personal interviews?
- A) To ask for the customer’s coworker.
- B) To discuss products with groups.
- C) To find out what customers like and dislike.
- C) To find out what customers like and dislike.
What are focus groups used for?
- A) Collecting detailed personal data.
- B) Discussing topics with customers together.
- C) Offering toll-free numbers.
- B) Discussing topics with customers together.
What do mystery shoppers do?
- A) Provide open-ended responses.
- B) Assess company service and product knowledge.
- C) Quickly answer survey questions.
- B) Assess company service and product knowledge.
What is one benefit of toll-free numbers?
- A) Customers can complain or give feedback instantly.
- B) They allow for longer surveys.
- C) They are used for face-to-face meetings.
- A) Customers can complain or give feedback instantly.
What type of survey can be slightly longer than others?
- A) Telephone surveys.
- B) Mail surveys.
- C) Mystery shopping surveys.
- B) Mail surveys.
What is a key benefit of mail surveys compared to telephone surveys?
- A) Faster response time.
- B) More in-depth information.
- C) More interaction with customers.
- B) More in-depth information.
What information can be gathered using toll-free numbers?
- A) Only complaints.
- B) Feedback on new ideas and suggestions.
- C) Details of customer’s friends.
- B) Feedback on new ideas and suggestions.
Why are focus groups particularly effective?
- A) They provide immediate results.
- B) They allow for detailed discussions on specific topics.
- C) They are cheaper than other methods.
- B) They allow for detailed discussions on specific topics.
What method involves customers talking to other customers?
- A) Mystery shopping.
- B) Mail surveys.
- C) Telephone surveys.
- C) Telephone surveys.
How can face-to-face interviews help a business?
- A) By quickly solving customer problems.
- B) By allowing customers to complete surveys at home.
- C) By understanding customer perceptions directly.
- B) By allowing customers to complete surveys at home.
What feature is important for a mail survey?
- A) Being very short.
- B) No need for customer thinking.
- C) Opportunity for customers to think about their answers.
- C) Opportunity for customers to think about their answers.
Which method helps in getting first impressions about service?
- A) Focus groups.
- B) Telephone surveys.
- C) Mystery shopping.
- C) Mystery shopping.
What method offers customers a chance to “let off steam”?
- A) Focus groups.
- B) Mail surveys.
- C) Toll-free numbers.
- C) Toll-free numbers.