Scoring for academic discipline "Service Culture" 35 questions.

Questions for verification:
1. In the future, more benefits can be obtained from:
a) Existing customers.
b) From new customers.
c) From competitors.
2. Why are regular customers not so price sensitive?
a) It is easier for customers to pay a little more to you than to spend time searching for another company that can serve them at the same high level.
b) Because regular customers have a large income.
c) Because regular customers often live nearby.
3. What is a hug?
a) A compliment to the client.
b) Something that exceeds customer expectations.
c) Customer service.
4. Why are customer requirements for service constantly growing?
a) Customers have experience in quality service.
b) Customers do not understand the range of products.
c) Customers do not trust sellers.
5. To get a client you need:
a) To promise a lot, no matter whether it is real or not, because the first impression is important.
b) To promise nothing so as not to disappoint the client in the future.
c) Set high, but realistic expectations of what service you can provide.
6. Where better to get tips on improving your own service?
a) The sellers.
b) From the subject literature and press.
c) Do your customers.
7. What creates a competitive advantage?
a) Capital.
b) Innovations.
c) People and service.
19. Employees of one company are:
a) team.
b) Competitors.
c) Friends.
20. The wealth of life directly depends on:
a) Good luck.
b) Diligence.
c) the richness of thought.
32. If you make a mistake in customer service, then:
a) Recognize it, apologize and correct.
b) Do not admit the mistake in any way, shift the responsibility to someone or refer to circumstances beyond your control.
c) Reassure the customer that this is not a mistake and should be so.
33. What are the three "P" lead to profit?
a) Practice, practice and practice again.
b) Planning, preparation, practice.
c) Planning, testing, practice.
34. How to treat customers?
a) All equally well.
b) It is better for regular customers that they do not go to competitors.
c) It is better for new customers to get used to buying in our store.
35. What is the "wow effect"?
a) Strong positive emotions of the surprised client.
b) Senseless dispute with the client.
c) A sharp decline in prices for products.