Name: ______________________________ ( ) Class: ________________________

Customer Relationship Management

PROGRESS TEST
Unit 3 – Handle customer need and expectation

SECTION A : Multiple-Choice Questions – 20 marks (2 marks each)

For each question, select the most appropriate answer and write the
corresponding letter in the brackets provided.

1. A customer was not sure which type of digital camera to buy. Alan, the
customer service representative was there to recommend a particular brand
and model which suited the customer’s requirements. The service attribute
Alan possessed was

(A) reliability.
(B) positive attitude.
(C) customer first mindset.
(D) professional competence. ( )

2 Madam Tan went back to the electronics store to complain about her newly
bought refrigerator. The customer service representative who attended to her
asked questions in order to obtain detailed information on the defects. This
type of questioning technique is known as

(A) probing question.

(B) verifying question.
(C) confirming question.
(D) closed-ended question. (
)

3 A retail staff who wishes to build rapport with a customer should

(A) sit or stand close to the customer.

(B) give information readily to the customer.
(C) thank the customer even if no purchase is made.
(D) respond to customer only when they need assistance. (
)

4 Customers from different cultural backgrounds might react differently with

regards to privacy. As a sales staff working in a duty-free shop at Changi
Airport, which one of the following actions will you take?

(A) Accompany customers closely.

(B) Maintain minimal eye contact at all times.
(C) Do not make recommendations or suggestions.
(D) Enquire politely whether the customer needs assistance. (
)

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Name: ______________________________ ( ) Class: ________________________

5 After spending some effort in persuading Andy to buy your product, he

decided not to buy it and walked away. As a customer service representative,
you should

(A) smile and greet Andy.

(B) introduce yourself clearly.
(C) tell Andy not to come back.
(D) express appreciation for Andy’s interest in your product. ( )

6. Ignoring warnings by his colleagues, Jason passed some personal data of his
clients to his best friend. This is an example of

(A) discourtesy.
(B) service strategy.
(C) inefficient system.
(D) breach of confidentiality. ( )

7. A customer walks into your travel agency to make enquiries on holiday

packages. He has no specific destination in mind. Identify the questioning
technique you would use in order to guide him.

(A) Probing questions.

(B) Verifying questions.
(C) Open-ended questions.
(D) Close-ended questions. ( )

8. Tony stood up when he saw a customer entered the store. He made eye
contact with her immediately and greeted her with a smile. He leaned forward
a little towards her to show his interest and desire to listen during the
conversation. Tony is using a good technique to establish a

(A) sale with his customer.

(B) goodwill with his customer.
(C) purchase from his customer.
(D) quick rapport with his customer. ( )

9. A strong social prohibition against words, objects, actions or people that are
considered undesirable by a group, culture, or society is known as

(A) taboo.
(B) modesty.
(C) gender difference.
(D) relationship building. ( )

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Name: ______________________________ ( ) Class: ________________________

10. When a service provider is able to give information on product enquiries from
customers, the service provider is said to have met the customer’s

(A) practical expectation.

(B) delightful expectation.
(C) emotional expectation.
(D) respectful expectation. ( )

SECTION B : Short Answer Questions - 30 marks (10 marks each)

Write your answers in complete sentences in the spaces provided.

11 Marianne works as a customer service representative in a branded sneakers

store. When three shabbily dressed customers walked into the store, she
turned to her colleague and commented that they would browse around and
not buy anything.

What EIGHT things should Marianne do to maintain a good rapport with her
customers? (10 marks)

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Name: ______________________________ ( ) Class: ________________________

12 Body language has an important role to play in communication. List SIX ways
which show that the customer service representative is listening and
interested in a conversation.
(10 marks)

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13 Sharon works as a customer service professional in a store selling electrical

appliances. Her personal cultural values can influence her perceptions and
actions towards her customers. Being conscious of cultural differences will
allow her to have a better understanding of her customers and potentially
reduce conflicts and misunderstanding while serving them.

List SIX areas which she should be aware of when engaging with her
customers.
(10 marks)

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Name: ______________________________ ( ) Class: ________________________

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