Customer Service module quiz: N(T)-Level Elements of Business Skills (SEAB 7066) quiz

The help and care a business gives customers before, during and after a sale

Only the price a business charges

The number of products a business makes

The rent a business pays for its shop

Customers leave and never return

Customers come back and recommend the business to others

The business loses its reputation

Staff become unfriendly

More repeat customers

A better reputation

Customers leave bad reviews and the business loses sales

Higher customer loyalty

Ignoring the customer and looking at your phone

Frowning and folding your arms

Talking over the customer

Greeting them, listening carefully and speaking clearly

It helps customers feel welcome and that staff are happy to help

It makes the shop look untidy

It replaces the need to listen

It only matters when talking on the phone

Argue back to defend the business

Stay calm and listen carefully to the customer

Walk away and ignore them

Immediately give a full refund without asking anything

Blame the customer for the problem

Pretend you did not hear

Apologise and offer a fair solution such as a replacement or refund

Tell the customer it is not your job

It wastes the customer's time

It encourages customers to complain more often

It always costs the business its reputation

It can turn an unhappy customer into a loyal one and shows others the business cares

When a customer keeps choosing and returning to the same business

When a customer never returns

When a business ignores its regulars

When a customer only shops once

Treat regular customers rudely

Offer a loyalty card with rewards for repeat visits

Raise prices without warning every week

Refuse to remember any customers

Loyal customers spend less and never recommend the business

New customers are always free to attract

Loyal customers return often, spend more over time and recommend the business, which is cheaper than always attracting new ones

Loyal customers cost more to serve than new ones

Rush them to finish quickly

Refuse to assist them

Ignore them and serve someone else

Be patient, speak clearly and offer help such as carrying bags or finding items

Offer to fetch the item and make sure the route is clear for the wheelchair

Tell them it is not your problem

Ask them to come back another day

Pretend not to notice

It only matters by law and brings no benefit

It is fair, builds a good reputation and brings in more loyal customers

It drives customers away

It is too expensive to ever be worth doing