Customer Interaction – ITI Mock Test 1st Year Employability SkillTest Customer Interaction – ITI Mock Test 1st Year Employability Skill All Trade Customer Interaction - ITI Mock Test 1st Year Employability Skill 1 / 191. How should we greet a customer? A) Ignore them B) Wait for them to speak C) Make them feel welcome D) None of the above 2 / 192. What is feedback? A) Reaction or response to a product sold or service offered B) Talking behind someone C) Speaking about someone without their knowledge D) All of the above 3 / 193. It is best to ask __________ questions when asking questions. A) Open & close ended B) Rude C) Personal D) Sensitive 4 / 194. Which of the following is not true? A) Ask each customer the same set of questions. B) Ask the questions with a genuine focus on understanding your customer in order to meet their needs C) Only ask relevant questions D) Establish trust by focusing on customer needs and not on your product. 5 / 195. _________ is the last and final step that will ensure that the customer pays for the product or service. A) Closing a sale/service B) Greeting C) Probing D) All of the above 6 / 196. Based on the information that you get through probing, you will be in a better position to make _______ A) Proper product suggestions B) Effective problem solving C) Build friendship D) No Progress 7 / 197. Feedback helps to __________ A) Improve the service B) Modify the process or system C) Meet customer satisfaction better D) All of the above 8 / 198. Customers expect to be ________ A) Welcomed politely B) Paid attention to C) Given Immediate attention D) All of the above 9 / 199. If a customer has registered a complaint against you, which of these steps should be followed. A) Receive the complaint B) Investigate C) Provide reasons & options for solving it D) All of the above 10 / 1910. Probing questions helps you A) To identify customer's specific needs B) To learn customer's pain point C) To introduce yourself well to the customer D) Building trust so you can receive honest feedback. 11 / 1911. The 4 stages of getting customers are ___________________________ A) Acquisition, Remember, Satisfaction, Loyalty B) Attention, Retention, Sale C) Acquisition, Retention, Satisfaction, Loyalty D) Attention, Retention, Satisfaction, Loyalty 12 / 1912. Listening to customer feedback andmodifying services help to ____________________ A) Develop an ongoing relationship with customers B) Build long-term relationship with customers C) Become close to customers as they become loyal customers D) All of the above 13 / 1913. Open ended questions start with which of the following words? A) What B) How C) Why D) All of the above 14 / 1914. Can I bill this item madam? Shall I bill this service sir? This is an example for A) Indirect close B) Direct Close C) Close ended Question D) None of the above 15 / 1915. If the customer is not buying your product or service, to keep them happy which of the following things should be done: A) Compel them to buy the product/service B) Offer the customer alternatives or other interesting offers C) Argue with the customer D) All of the above 16 / 1916. When customers are satisfied with theservice/product, they become ______________ the brand. A) Annoyed with B) Strangers to C) Loyal to D) None of the above 17 / 1917. What are some of the important points to remember while greeting the customer? A) Acknowledge customer's presence B) Make eye contact C) Smile D) All of the above 18 / 1918. You have greeted the customer. Choose which of the following statements you should use to complete the greeting A) What do you want? B) How may I help you? C) Why have you come? D) Can you come later 19 / 1919. Which of the following should be avoided during probing? A) Interrupting the customer B) Listening carefully C) Repeating D) Summarizing Your score is LinkedIn Facebook Restart