2.3.4b Importance of good customer service Quiz: Pearson Edexcel Business, Unit 8

The 20 questions

1. What is customer service?

   • The number of products a business keeps on its shelves and in its warehouse at any time
   • The help and support a business gives customers before, during and after a sale
   • The price a business charges for each product it sells to customers in its own shop
   • The total number of customers who visit a business in one day, including those who only browse

2. Why is good customer service important to a business?

   • It guarantees that customers will never complain about anything in future
   • It encourages repeat custom and positive recommendations to other people
   • It removes the need for a business to advertise its products at all
   • It means a business can charge any price it likes for its products

3. A business loses a customer after a poor experience with staff. What is the most likely consequence?

   • The business's suppliers offer lower prices as a result of the lost sale
   • The customer will always return because they have nothing else to compare
   • The business's profits rise because it has fewer customers to serve
   • The customer may tell others and reduce future sales for the business

4. Which is an example of good customer service?

   • Asking a customer to queue for an hour before serving them
   • Resolving a complaint quickly and courteously so the customer feels valued
   • Ignoring a complaint until the customer gives up and goes elsewhere
   • Refusing to answer a question because it is not part of the job description

5. 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%

6. Which is a benefit of responding to customer complaints quickly?

   • It means the business never needs to improve its products again
   • It can turn an unhappy customer into a loyal one
   • It removes the need for any staff training on customer service
   • It means customers will stop complaining in the future altogether

7. Which is an effect of poor customer service on a business's reputation?

   • Reputation is unaffected because customers always forgive poor service
   • Reputation improves because fewer customers ask for help from staff
   • Reputation rises because rival businesses copy the same poor service
   • Negative reviews can spread quickly and put off potential customers

8. A shop wants to improve service at its tills. Which action is most likely to help?

   • Training staff to greet customers warmly and serve them efficiently
   • Increasing the length of time customers must wait at the till
   • Removing all seating so that customers feel less comfortable in the shop
   • Hiding the price labels so that customers have to ask staff each time

9. Which is a feature of good post-sales customer service?

   • Following up to check that the product is working and answering any questions
   • Ending all contact with the customer immediately after the sale has been completed
   • Passing the customer's details to other businesses without asking for their consent
   • Charging extra for any advice that the customer asks for after they have bought

10. Why is customer feedback useful to a business?

    • It proves that the business has no need to change anything at all
    • It shows where service or products can be improved to meet customer needs
    • It replaces the need for the business to measure its sales each month
    • It means the business can ignore all other information about its market

11. Which is an example of a business using customer feedback to improve service?

    • Ignoring complaints about queues because the business is already busy with customers
    • Raising prices after receiving negative comments about the level of service provided
    • Changing opening hours after many customers say they cannot visit in the evening
    • Removing the feedback box from the shop so that no customer comments are seen by managers

12. A business has 500 customers and 25 complain each month. What percentage complain?

    • 25%
    • 2.5%
    • 50%
    • 5%

13. Which is the most important reason a business trains staff in customer service?

    • So that the business can avoid paying staff for time spent serving customers
    • So that the business can close its doors to customers earlier each day
    • So that every customer receives a consistent, helpful experience
    • So that staff can spend more time away from the customers

14. A customer receives a faulty product and the business offers a replacement quickly and politely. Which benefit is most likely?

    • The business loses money because it has to replace the faulty product
    • The customer is more likely to buy from the business again
    • The customer will always complain about the business to the press
    • The customer will stop shopping in any shop that sells similar products

15. Which is an example of customer service that goes beyond what customers expect?

    • Helping a customer carry their shopping to the car in the rain
    • Refusing to help a customer who has asked for a refund on an item
    • Charging a customer for the time spent answering their questions
    • Telling a customer that they cannot return the product under any circumstances

16. Which measure would a business use to track the quality of its customer service?

    • Customer satisfaction scores from surveys and repeat purchase rates
    • The amount of rent paid for the head office building each month
    • The number of pens used by staff in the office over one year
    • The number of staff parking spaces available at the business premises

17. Why do customers often prefer a business that is friendly and responsive?

    • It means customers never need to read the product's instructions for use
    • It lowers the price of the product the customer has chosen to buy
    • It makes shopping feel pleasant and reduces the risk of a bad experience
    • It guarantees that the product will last for many years without faults

18. A business has a rating of 3 out of 5 for customer service. Which action would most directly raise the rating?

    • Reducing the number of staff on duty during the busiest hours of trading
    • Removing the feedback survey so that low ratings are no longer recorded
    • Responding to complaints and fixing the causes highlighted by customers
    • Increasing the number of advertisements placed in local newspapers each week

19. Explain how good customer service can help a business compete with rivals that sell similar products.

    • Customers may choose the business because the service makes the buying experience better
    • Customer service has no value because rivals offer identical products at the same price
    • Customers always buy from the business with the lowest price, regardless of service
    • Customers prefer to buy from businesses that offer the least help in the store

20. Which phrase best describes the long-term value of good customer service?

    • It builds loyalty that supports repeat sales and lower marketing costs over time
    • It removes the need for the business to set any prices for its products
    • It guarantees a fixed level of profit that never changes from one year to the next
    • It ensures that the business will never face competition from any rival

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