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

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

Question 3

A common barrier to communicating with customers are the:

Options :

A : Use of emails.

B : Attitudes and assumptions that we make.

C : Busy lives we lead.

D : Lack of shop assistants.

Answer: B

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

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

Options :

A : Comparing.

B : Standardising.

C : Benchmarking.

D : Contrasting services.

Answer: C

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