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Customer Service Attitude and Technique The Fourth Episode: Assurance

 

    1) The “A” of the international service standards RATER refers to Assurance. What does it generally refer to?\n A) Professionalism and safety (correct answer)\n B) Professionalism and efficiency\n C) Compassion and safety\n D) Staying cool and professional\n 2) The first R, Repeat, in the 4R principle on dealing with customers refers to:\n A) Making appointment with the customer (correct answer)\n B) Keeping the customers’ belongings for them\n C) Repeat purchases\n D) Asking for referrals\n 3) The second R, Relate, in the 4R principle on dealing with customers refers to:\n A) Making appointment with the customer\n B) Recommending related products and services to the customer (correct answer)\n C) Repeat purchases\n D) Asking for referrals\n 4) The third R, Referral, in the 4R principle on dealing with customers refers to:\n A) Making appointment with the customer\n B) Keeping the customers’ belongings for them\n C) Repeat purchases\n D) Asking for referrals (correct answer)\n 5) The fourth R, Relationship, in the 4R principle on dealing with customers refers to:\n A) Making appointment with the customer\n B) Keeping the customers’ belongings for them\n C) Treating customers as friends (correct answer)\n D) Asking for referrals\n 6) Which of the following is not a common usage of benchmarking?\n A) Benchmarking the past\n B) Benchmarking the same industry\n C) Benchmarking the future\n D) Benchmarking the unknown (correct answer)\n 7) If a customer asks why the maintenance cost is high, which of the following is the response based on benchmarking the past?\n A) We mark the same price for many years (correct answer)\n B) This price is of the industry standard\n C) We may adjust the price next year\n D) The cost is not our selling point\n 8) If a customer asks why the maintenance cost is high, which of the following is the response based on benchmarking the industry?\n A) We mark the same price for many years\n B) This price is of the industry standard (correct answer)\n C) We may adjust the price next year\n D) The cost is not our selling point\n 9) If a customer asks why the maintenance cost is high, which of the following is the response based on benchmarking the future?\n A) We mark the same price for many years\n B) This price is of the industry standard\n C) We may adjust the price next year (correct answer)\n D) The cost is not our selling point\n 10) If we are unsure of the customer’s gender, we should refer to that person as\n A) Mister\n B) Miss\n C) No title\n D) Asking the customer of their preference, or use gender-neutral words such as: this customer, friend (correct answer)\n 11) When asking for a customer’s age, which principle should we be aware of?\n A) Respecting their privacy (correct answer)\n B) No record\n C) Asking in public\n D) Asking casually\n

Updated on 2022/10/12

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