Level 3 Certificate in Customer Service

Transcription

1 As part of your Level 3 Certifi cate in Customer Service you will be required to complete three tests. This sample test paper will give you the opportunity to prepare for these tests. It consists of 25 questions and you will have 40 minutes to complete them. You must answer 18 out of the 25 questions correctly in order to receive a pass mark. The questions should be completed in the presence of your VLA under controlled conditions. However, if this is impractical, you may wish to the completed test to your VLA. Providing excellent customer service 1. Which one of the following best describes the importance of teamwork when delivering excellent customer service to the customer? Customers will receive a very personal service. Customers will receive goods and services at reduced prices. Customers will receive a consistent service. Customers will receive a direct service. 2. Effective communication with customers is important because: It will avoid customer comments on products and services. It will make conversations more interesting. It will help to reduce the amount of mistakes and errors. It will identify risks to health and safety. 3. Which one of the following describes a main key feature of excellent customer service? Exceeding customer needs. Being courteous to customers. Accepting customer needs. Meeting company needs. 4. An effective listening technique for identifying customer needs is to: Form an opinion quickly. Interrupt them to confirm understanding. Summarise what they have said. Ask if they would repeat the question. 5. Which one of the following is an example of an open question? Can I help you? Would you like me to send you a copy of our new product catalogue? Which of our range of products would you be interested in? It is our premier service you require?

2 6. Customers form their expectations of customer service from: The products and services on offer. The reputation of the organisation. The way other customers treat them. The time of the year. 7. Reliability, speed of response and accuracy of knowledge are all qualities of excellent customer service that would give an organisation: A competitive advantage over other organisations. A better range of products and services than other organisations. Higher expenditure and price range than other organisations. A poor reputation for delivering budget priced goods and services. 8. Which one of the following would be most likely to effect your organisation s service offer to the customer? Resource limitations. Employer expectations. Health and Safety regulations. Recommendations from other organisations. 9. Following organisational procedures is important because it ensures that: Staff feel secure. Sales targets are achieved. Staff members are treated fairly by customers. Staff members act within the law and avoid litigation. 10. When an organisation offers a benefi t to the customer that no other company can (better quality goods/ services, added value etc.), this is known as a: Unique Selling Point. Special offer. Feature. Sale. 11. Which one of the following legislation does not have an impact on customer service? Consumer protection Act Road Traffi c Act Equality Act Data Protection Act Restricted authority to give customer refunds, offer customers free goods, drinks and only supervising staff at lower levels are all examples of: Strengths within a customer service role. Weaknesses in a customer service role. Limits of authority within a customer service role. Observe customer movements but say nothing.

3 Improving customer service 13. Making special customer service arrangements, giving offers for repeat business, running a points programme and early notifi cation to customers of special offers are best described as examples of: Sales promotion exercises. Providing information to customers. Salesmanship skills. Rewarding customer loyalty. 14. Providing support for a product following a purchase and customers getting extra service free are examples of customers getting: Reduced prices. Services. Added value. Products. 15. A Manager wants to encourage team members to put forward suggestions for improvements to the business. Which one of the following actions is most likely to provoke ideas? State that everyone is welcome to offer ideas. Place a suggestion box in the staff room. Criticise previous ideas from others. Send questionnaire to customers. 16. A company has recently introduced a complimentary loyalty bonus. Which one of the following would be the main advantage to the business? Improvements in customer service. Goods can be offered at reduced prices. The number of cash refunds will increase. Encourage repeat and retained business. 17. A very angry customer is complaining about a product. Which two of the following actions would be the most suitable? 1. Agree a solution. 2. Listen to the customer. 3. Tell the customer to calm down. 4. Say nothing and call the supervisor. a. 1 and 2 b. 2 and 3 c. 3 and 4 d. 4 and Which one of the following actions is most likely to reduce the amount of future complaints? Review customer service procedures. Review the recruitment policy. Refer all complaints to senior managers. Delay acting on complaints.

4 Planning for Self-development in customer service 19. Which one of the following is a common strength for customer service personnel? Lack of confi dence. Inexperience. Product knowledge. Arriving on time for work. 20. Which one of the following is a common weakness for customer service personnel? Product knowledge. Helpful personality. Inappropriate qualifi cations. Shy disposition. 21. Which one of the following would be the most appropriate person to give you feedback on your customer service performance? Line manager. Colleague. Union representative. Best friend. 22. Which one of the following activities are you most likely to fi nd on a development plan? A team progress report. Social activities. Risk assessment. Progress review. 23. Which one of the following is the most common source of information to extend your product/service knowledge? Supplier updates. Customer updates. Personal performance reviews. Health and safety literature. 24. Which one of the following best describes how to respond to feedback on personal development in customer service? To treat feedback cautiously. To except feedback reluctantly. To welcome feedback only from managers. To treat feedback as a way to improve your performance. 25. Which one of the following best describes the value of discussing personal customer service learning with others? You will not need to complete a qualifi cation. You can make more friends. You are able to check your understanding. You can avoid attending training sessions.

5 WELL DONE, you have now completed the test. Please complete your details below and give to your VLA who will mark it and give you the results. Learner Name Date VLA Name R6774/