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Question 1

Good time management recommends that if you are busy and someone rings you then you should:

Options :

A : Ignore the phone call and let it ring.

B : Answer the phone and ask them to ring you later at a more convenient time.

C : Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.

D : Answer the call and deal with it as you know you will eventually have to deal with it.

Answer: C

Question 2

Customer expectations:

Options :

A : Should always be met.

B : Can sometimes not be met

C : Can rarely be met.

D : Are never likely to be met.

Answer: B

Question 3

When you are busy and you answer the phone, immediately, and politely tell the caller that you are very busy and you will ring them back later, then you are:

Options :

A : Ignoring a potential customer.

B : Using a good time management technique.

C : Likely to get in trouble with your boss.

D : Letting the caller know how hard you work.

Answer: B

Question 4

Continuous improvement, by definition, means that a business is always looking for:

Options :

A : Better employees and more customers.

B : Small things that can improve the overall customer experience.

C : Continually getting better customers into the shop.

D : Ways in which the business can save money.

Answer: B

Question 5

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