Lesson 4.1.5

4.1.5 Customer Service Quiz: NCFE Business & Enterprise, Unit 4

20 questions · by Revision Ninja

In partnership with Revision Ninja

This free Customer Service quiz has 20 multiple choice questions for the NCFE Level 1/2 Technical Award in Business and Enterprise (NCFE Business & Enterprise), Unit 4: Operations. It covers lesson 4.1.5, Customer Service, one of the ready-made revision sets written with Revision Ninja and organised by unit on Qwiz Rush.

Use it as a starter, a plenary or an end-of-unit check: host it live on the board and students join with a game code on their own devices — no student accounts and nothing to install — or set it for independent revision with Free Play, where each student works through the questions alone.

Every question runs on a 20-second countdown and the fastest correct answers score the most. All the questions and their choices are listed below so you can see what the quiz covers; the answers are revealed in the game. Want to change something? Make your own copy and edit it in your library.

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The 20 questions

  1. A café trains its staff to greet and help everyone who comes in. What is the most likely long-term gain?

    • Lower supplier costs from bulk buying
    • A stronger reputation and repeat trade
    • A wider menu range from new recipes
    • Faster cooking from better kitchen kit

  2. Why does a business measure the quality of the customer service it gives?

    • To decide how much stock to hold
    • To find weaknesses and put them right
    • To count how many customers visit daily
    • To set the price charged for a product

  3. What is meant by customer satisfaction?

    • How fast an order is packed and posted
    • How many buyers a business serves a year
    • How far a product meets a buyer's needs
    • How much profit is made on each sale

  4. Which of these is the strongest sign that shoppers are satisfied?

    • A high number of items sold per hour
    • A wide range of new products on sale
    • A high share of buyers coming back
    • A large discount offered on each item

  5. Why does a shop keep a written record of the complaints it receives?

    • To work out the profit made on a sale
    • To spot the causes of poor service
    • To judge which staff deserve a bonus
    • To set the reorder level for each item

  6. A hotel emails guests a short questionnaire after they check out. What is its main purpose?

    • To upsell a room upgrade for next time
    • To confirm the payment has gone through
    • To check the guest's booking details
    • To gather views on the service given

  7. What is the main job of a mystery shopper hired by a retail chain?

    • To test new products before they launch
    • To hand out free samples in store
    • To pose as a customer and rate service
    • To compare prices with rival shops

  8. A takeaway becomes known for rude staff and slow orders. What is the most likely result?

    • Staff turnover falls to a new low
    • Customers drift away to a rival firm
    • The council fails it on food hygiene
    • Suppliers shorten the credit given

  9. How does an online shop know that a visitor has bought from it before?

    • It counts how many pages a visitor sees
    • It emails a survey after each purchase
    • It links purchases to a user account
    • It times how long each visit lasts

  10. Which of these is an example of after-sales customer service?

    • Greeting shoppers as they enter the shop
    • Ordering more stock from a supplier
    • Advertising a sale in the local paper
    • Repairing a faulty item free of charge

  11. In cell production, why do workers often feel more committed to their work?

    • A manager inspects each item they make
    • Workers rotate to a new cell each week
    • Each worker repeats one very small task
    • Their team finishes a whole part of the item

  12. How does mass customisation differ from ordinary flow production?

    • Output is made in small, varied batches
    • Each item is designed from scratch by hand
    • Buyers pick options on a standard base model
    • Units leaving the line are identical

  13. Which statement best describes how quality control works in a factory?

    • Parts arrive just as they are needed
    • Staff meet weekly to suggest changes
    • Finished output is inspected for faults
    • Standards are built into each stage as work happens

  14. An ice-cream van firm takes on extra drivers from an agency just for the summer. How does this help the business?

    • It trains the drivers to a higher standard
    • It can pay the drivers a lower hourly rate
    • It pays for drivers just when it needs them
    • It keeps the same drivers year after year

  15. What is the main cost advantage of flow production?

    • Small stock levels between batches
    • Low set-up costs for the machinery
    • Higher prices from unique items
    • Low unit costs from high output

  16. How does cell production tend to lift productivity?

    • Staff swap jobs across the whole factory
    • Bigger machines produce a larger batch
    • Stock is stored beside each machine
    • Skilled teams cut time lost moving work

  17. What is a common drawback of outsourcing a task to another company?

    • The business must train the supplier's staff
    • The business must pay the workers' wages
    • The business has less control of it
    • The business must supply the equipment

  18. What is a drawback of mass customisation compared with a plain flow line?

    • Managing the extra choice adds cost
    • Customers get no say in the product
    • Unit costs rise to job-work levels
    • Output falls to a few items a day

  19. What does Kaizen mean in a lean business?

    • A yearly target review by senior managers
    • A cash bonus for hitting a monthly target
    • A steady stream of small improvements
    • A one-off overhaul of the factory layout

  20. How are shop-floor staff involved in Kaizen?

    • They are consulted on their pay rise
    • They suggest changes to their own job
    • They inspect goods at the end of the line
    • They carry out an annual stock count