Question 1

Many organisations have something called a USP. This means they have a:

Options :

A : Unique sales position.

B : Unique selling point.

C : Unique sales pitch.

D : Unusual service product.

Answer: B

Question 2

A weekly time management planning tool is known as a:

Options :

A : Time grid

B : Day planner

C : Planning schedule grid.

D : Weekly planning schedule.

Answer: D

Question 3

For organisations to improve their customer service they need to:

Options :

A : Gather information when they first meet a customer.

B : Gather information when a customer may not return.

C : Gather information from regular customers.

D : All of the above.

Answer: D

Question 4

Before sending a customer an email you should always:

Options :

A : Be courteous.

B : Read the email before sending.

C : Use an appropriate title.

D : All of the above.

Answer: D

Question 5

Customer information should be collected by a shop:

Options :

A : Once you are aware that the customer is a regular shopper.

B : The first time the customer comes into the shop.

C : If a customer appears to be one who will return to the shop.

D : When the customer makes his first purchase.

Answer: B

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