Customer Service

Customer Service Mastery Quiz

Test your knowledge of customer service principles and practices with this engaging quiz! Whether you're a seasoned pro or just starting in customer service, this quiz covers essential concepts that can enhance your skills and improve customer satisfaction.

Learn about active and passive customer service.
Understand the components of effective communication.
Explore the importance of customer engagement.

11 Questions3 MinutesCreated by HelpingHand342

What is the journey of our customers?

Entering the store, registers, leaving the store

Entering the store, sales floor, registers, leaving the store

Entering the store, sales floor, fitting rooms, registers, leaving the store

Entering the store, leaving the store

What can be an Active customer service?

Being approachable and willing to help customers

Cleaning mirrors

Dusting counters

Flowing rails

What can be a Passive customer service?

Smiling

Keeping the store NCO at all times

Refusing to talk to customers

Navigating customers towards the Fitting rooms

What are the parts of our Communication Mix?

Confidence, tolerance, modesty

Politeness, patience, positiveness

Tone, words, body language

Listen, think, act

What is NOT a sign of Active listening?

Looking at our watch as many times as possible

Giving full attention with positive and open body language

Smiling

Maintaining eye contact

What do we call a 10ft bubble?

The distance we have to keep in order to protect our customers’ privacy.

A place we all live in right now.

The distance we have to keep in order to protect our customers’ health.

Looking up, smiling and greeting all customers in our 10ft radius.

Which one is NOT part of our Customer Service Promise?

Ease of shopping

Ratio of price and quality

Returns

Impression of store

What are the 3 Ps?

People, Price, Product

Pick, Place, Perform

Polite, Patient, Positive

Plan, Pray, Paracetamol

What is a Customer Rescue?

Is where a customer has left us some valuable feedback, and wants to talk to us about it

A Customer Evacuation plan in case of fire.

When we save customers from being injured.

When we manage to save customers from buying items they don’t really need.

Bonus question:)

Brad Pitt comes to the counter and wants to know if Danica is working. What would be appropriate to answer?

Yes, she is in the processing room, let me call her up for you.

She just went to Albert Heijn, probably comes back in 5 minutes.

She is not in today, but will be working tomorrow from 7-16.

Sorry Mr Pitt, I cannot give you such information.

Customer Service

Customer Service Mastery Quiz

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