Customer Service

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Q1: A person who buys a product is a _____

• Student
• Customer
• Seller
• Servicer

Q2: What is the service given to the customer before, during or after a purchase called?

• Customer service
• Auto Service
• Management Service
• None of these

Q3: What does the growth of a business depend on?

• How you talk to customers
• How you take feedback from customers
• How you help customers
• All of these

Q4: Harish has taken up his family business of ironing clothes. His customers are not happy with the service. What should Harish do to make his business better?

• Increase the cost
• Give better customer service
• Stop the business
• Change the business

Q5: Pushpa and Kavya have opened a shop for baby clothes in Bangalore and Chennai. Bangalore outlet is gaining more popularity and profit? What might be the reason?

• Good customer relationship in Bangalore shop
• Chennai is very hot
• There are more babies in Bangalore
• No reasons

Q6: A dissatisfied customer means ________

• Happy customer
• Beautiful customer
• Unhappy customer
• Old customer

Q7: A customer who buys a product for the first time is a____.

• Bargaining customer
• Vendor
• New customer
• Researching customer

Q8: Loyal Customers are those who ________

• Keep coming back to the same shop
• Hate the shop
• Buy a product/a service for the first time
• Ask for more discount

Q9: Ravi has a customer who bargains a lot. The customer wants to buy a dress that costs 500 rupees but only wants to pay 300 rupees. What should Ravi do?

• Tell the customer to go away
• Give the dress for 300 rupees
• Talk to the customer and sell the dress for 400 rupees
• Do nothing

Q10: Meena sells milk packets. One day, she got a dissatisfied (unhappy) customer because the milk was spoilt. What should Meena NOT do now?

• Say sorry to the customer
• Quickly give another packet of milk
• Make sure the customer is happy
• Get angry with the customer

Q11: Probing for customer needs means ________

• To celebrate with customers
• Get angry with the customer
• To ask customers what they need
• To give discount

Q12: Caring for customers is key to growing your business. What does this mean?

• Care for what customers want
• Care for customers when they are sick
• Care for customers at their home
• Care for keys

Q13: ___ is a way to understand the customer’s needs and emotions by asking questions.

• Apologising
• Probing
• Explaining
• Assuming

Q14: Tapsi is at a clothes shop to buy a gift for her friend. She can't decide which clothes to pick. How can the salesperson help Tapsi?

• By asking open questions
• By asking probing questions
• By asking closed questions
• By asking open, probing and closed questions

Q15: Sudha buys vegetables from Karthik’s shop. She is happy with the quality and prices. She can help Karthik’s business improve by _____

• Sharing good words about the shop
• Watching the shop
• Hating Karthik
• Buying vegetables from other shop

Q16: Why is it important to use selling techniques?

• To look confident
• To make friends with customers
• To have fun
• To connect with customers & make sure they make a purchase

Q17: _________is a sales technique that aims to market additional products to the customers.

• Probing
• Cross selling
• FAB
• Lying

Q18: FAB means ____

• Features, Advantages, Benefits
• Features, Advices, Benefits
• Five, Advertisements, Boards
• Festival, Adventure, Behalf

Q19: Swati needs to sell a laptop. She can use the _________ technique to sell it.

• FAB
• TAB
• Cross selling
• Probing

Q20: Smitha needs to sell a mobile phone. She is writing down the advantages and benefits of the different phones. She is writing a ____.

• Financial statement
• Service statement
• FAB statement
• Bill

Q21: Customers sharing their experience and opinion about a product is called _____

• Customer Support
• Customer Feedback
• Customer Probing
• Customer ID

Q22: Closing sales technique is an essential skill for a _____

• Sales person
• Child
• Manager
• Clerk

Q23: Now or never close, summary close and question close are 3 important _____

• Opening techniques
• Probing techniques
• Closing Techniques
• Discount

Q24: A hotel asked its customer’s to fill customer satisfaction survey. What are they trying to do?

• Sell more hotels
• Collect customer feedback
• Advertise their hotel
• Promote their hotel

Q25: Sales person tells the customer “the offer exists today only”. This sales technique is called __________

• Now or never close
• Summary close
• Question close
• Opening technique

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