Lesson 2.3.4b
2.3.4b Importance of good customer service Quiz: Pearson Edexcel Business, Unit 8
20 questions
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Lesson 2.3.4b, Importance of good customer service: 20 multiple choice questions for the Pearson Edexcel GCSE Business (1BS0), Unit 8: Making operational decisions, written with Revision Ninja.
Host it live on the board and students join with a game code on their own devices, or revise alone with Free Play. The answers are revealed in the game.
The 20 questions
-
What does customer service encompass?
- Setting tax rates
- Support throughout purchase
- Paying dividends
- Manufacturing goods
-
What is a major commercial benefit of good customer service?
- Instant loans
- Positive recommendations
- Zero overheads
- Free premises
-
What is a likely consequence when a customer experiences poor service?
- Positive online reviews
- Increased brand loyalty
- Higher repeat purchases
- Negative word of mouth
-
Which action is a direct example of good customer service?
- Overcharging on bills
- Resolving complaints quickly
- Ignoring customer emails
- Providing rude staff
-
A business's customer satisfaction score rose from 70% to 84%. What is the percentage point rise?
- 7 percentage points
- 84 percentage points
- 14 percentage points
- 20%
-
What is a key benefit of responding to customer complaints quickly?
- Decreasing sales revenue
- Building customer loyalty
- Lowering product quality
- Increasing staff stress
-
What is the primary effect of poor customer service on business reputation?
- Increasing customer trust
- Boosting market share
- Enhancing public image
- Damaging brand reputation
-
Which training method best improves front-line customer service at retail tills?
- Staff communication training
- Reducing store hours
- Increasing item prices
- Removing till receipts
-
What practice represents effective post-sales customer service?
- Following up
- Offering refunds
- Discount flyers
- Cold calling
-
Why is customer feedback particularly useful to a business?
- Eliminating all costs
- Highlighting improvement areas
- Replacing market research
- Guaranteeing monopoly status
-
How might a business use customer feedback to enhance its service?
- Ignoring negative reviews
- Sacking helpful staff
- Adjusting opening hours
- Raising product prices
-
A business has 500 customers and 25 complain each month. What percentage complain?
- 25%
- 2.5%
- 50%
- 5%
-
What is the main reason for training staff in customer service?
- Increasing staff turnover
- Reducing sales volume
- Ensuring consistent service
- Lowering wage costs
-
What is the likely outcome when a faulty product is replaced politely?
- Increased legal action
- Repeated customer purchases
- Permanent customer loss
- Reduced brand loyalty
-
Which action demonstrates customer service exceeding expectations?
- Carrying shopping
- Giving receipts
- Scanning items
- Saying hello
-
Which metric is best used to track customer service quality?
- Customer satisfaction score
- Raw material costs
- Corporation tax paid
- Factory output rate
-
Why do customers generally favour friendly and responsive businesses?
- Raising item prices
- Increasing product faults
- Enhancing shopping enjoyment
- Slowing down transactions
-
Which action most directly improves a low customer service rating?
- Closing customer helplines
- Increasing advertising spend
- Fixing reported issues
- Hiding online reviews
-
How does superior customer service help a business compete with rivals?
- Providing a competitive edge
- Eliminating market demand
- Lowering product quality
- Reducing customer choice
-
What is a key long-term benefit of providing good customer service?
- Customer loyalty
- Instant profits
- Zero costs
- No competition
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