Employability Skill Test – 6

1. Customers expect to be ________

2. It is also important to pay attention to
customer’s _________ when probing

3. An open-ended question is one that cannot
be answered with a simple yes or no and
often has no single right answer

4. _________ is the last and final step that will
ensure that the customer pays for the
product or service.

5. Can I bill this item madam? Shall I bill this
service sir? This is an example for

6. Probing questions helps you

7. If a customer has registered a complaint
against you, which of these steps should be
followed.

8. The 4 stages of getting customers are
______________________________

9. Listening to customer feedback and
modifying services help to
__________________________

10. Based on the information that you get
through probing, you will be in a better
position to make _______

11. Which of the following should be avoided
during probing?

12. What actions should be taken after getting
to know customer suggestions/problems?

13. If the customer is not buying your product
or service, to keep them happy which of the
following things should be done:

14. For handling customer grievances, LEARN
technique is:

15. Customers have grievances when_____

16. When customers are satisfied with the
service/product, they become
______________ the brand.

17. It is best to ask __________ questions when
asking questions.

18. Some ways to getting feedback include

19. What is feedback?

20. Which of the following is not true?

21. You have greeted the customer. Choose
which of the following statements you
should use to complete the greeting.

22. How should we greet a customer?

23. Open ended questions start with which of
the following words?

24. Feedback helps to __________

25. Feedback helps to_________