Service Sector Employment Test


 1. Customer-Oriented Marketing is looking at our job through the customer's...

    (a) eyes,
    (b) file,
    (c) wallet

 2. A good opening to a customer who voices a complaint is, "I'm ___________ 
    you are having a problem."

    (a) sorry,
    (b) upset,
    (c) certain that psychologically

 3. Remember, arguing with the customer can only make a bad situation...

    (a) worse,
    (b) better,
    (c) more entertaining

 4. Make positive contact with your customers by being friendly, _________ open
    and interested.

    (a) bashful,
    (b) enthusiastic,
    (c) flirtatious,

 5. Using a customer's name and saying "Thank you" are examples of ________ 
    service.

    (a) pushy,
    (b) friendly
    (c) patronizing

 6. While working with your present customer, __________ a waiting customer.

    (a) acknowledge,
    (b) ignore,
    (c) become interested in and leave the premises with

 7. Customers feel you are happy to have their business when you smile and
    say...

    (a) nothing.
    (b) "thank you."
    (c) "The gas is free today."

 8. Friendly service is giving the customer your full attention and making 
    _________ contact.

    (a) eye,
    (b) hand
    (c) felonious intimate

 9. One way to show customers full attention is to call them by __________ 
    whenever possible.

    (a) phone,
    (b) name
    (c) obnoxious childhood nicknames

10. Keep the station ______________ and clean so customers do not take their 
    business elsewhere.

    (a) cluttered,
    (b) neat
    (c) empty

11. Use the intercom for customer assistance and

    (a) safety,
    (b) entertainment].
    (c) inaudibility

12. A good opening to a complaining customer could be to tell them you are...

    (a) excited,
    (b) pleased,
    (c) happy,
    (d) sorry,
    (c) extremely busy and tired of their whining

13. Customers waiting for island service should be...

    (a) patient,
    (b) ignored,
    (c) acknowledged,
    (d) important,
    (e) advised on airfare deals to Tahiti

14. What kind of service should customers get?

    (a) quick,
    (b) friendly,
    (c) professional,
    (d) all of the above,
    (e) incomprehensible, greasy, and fear-inducing

15. One way to give customers personal attention is to

    (a) only accept credit cards,
    (b) ignore them,
    (c) call them by name,
    (d) talk to two customers at once,
    (e) encourage them to join you in the booth.