NAME: ______________________

ID. NO: ______________________

SECTION A
Answer ALL questions.
1. Customer service involves

A. Meeting customer expectations

B. Providing customer expectations
C. Producing customer expectations
D. Marketing customer expectations

2. Customers expectations of the service provided will depend on

A. How much staff are paid

B. The size of the business premises

C.

Past experiences and other view

D. Everything being reasonable

3. A good reason for customer service talking face to face to a customer rather than
by telephone is

A. To see the customers reaction

B. To practice their body language
C. To give customer one-to-one attention
D. To respond more promptly to the customer

4. A customer who is dissatisfied with a service most likely to

A. To leave the premise

B. Not pay the bill
C. Ask question
D. Complaint

PTSS/JHPROZI/HH101/TEST1/JUNE2011

5. Staff or associate need to know about sector specific regulations and codes of
practice because they

A. Affect the way the products or services are delivered to the customer
B. Give reasons why some customer should be sold a products or services
C. Give information about features and benefits of products or services
D. Allow a service provider to offer products or services to other sectors customers

SECTION B
6. Give the definition of complaints.
(2
MARKS)
7. There FIVE (5) basics need of customer or guests. Elaborate the following below.

i)

Service
___________________________________________________________________________
___________________________________________________________________________
____________________________________
MARKS)

ii)

(2

Price
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_______________________
MARKS)

iii)

(2

Quality
PTSS/JHPROZI/HH101/TEST1/JUNE2011

___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_______________________
(2
MARKS)
iv)

Action
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_______________________
MARKS)

v)

(2

Appreciation
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
_______________________
(2
MARKS)
[10
MARKS]

8. Below are the FIVE (5) easy steps to handle customer complaints. Eexplain it.
a) Listen
(2
MARKS)
b) Empathize
(2
MARKS)
c) Apology
(2
MARKS)
d) React
(2
MARKS)
e) Not delay
(2
MARKS)
[10MARKS]

PTSS/JHPROZI/HH101/TEST1/JUNE2011