Assessment 21997/01 Common Business Unit Establish Legal and Risk Management Requirements for Small Business (Bsbsmb401A) Customer Service Questions

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Assessment 21997/01
Common Business Unit
Establish legal and risk management requirements for small business (BSBSMB401A)

Customer service questions
1. What’s the difference between internal and external customers?
In larger organisations where there is a number of staff to effectively deliver a service or product such as a hospital, you would find internal and external customers. For instance the IT department in a hospital would have many internal customers, as they help and support all departments to have consistently up to date, correct systems needed to help patients get their needs meet. Some of the external customers for a hospital would be; the patent that are in need of medical help, the patents family and friends, the
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Occupational Health and Safety (OHS)
2. Anti-discrimination Legislation
3. Privacy Laws
Multiple choice questions – Circle the appropriate answer
11. A customer service strategy does not contain one of the following elements:
1. Customer information
2. Customer needs and wants (expectations).
3. Customer buying habits
4. Customer service charter
5. Customer service standards
12. Which of the following is not an example of a customer service standard?
1. Answer the telephone within three rings
2. Appropriately, greet customers within ten seconds of walking into the store
3. Reply to customer emails within 24 hours
4. Always try your best to complete a sale
5. Ring customer at least every two months to ensure they are happy with the product
13. Which of the following is not an element of customer service?
1. Information / Advice
2. Reassurance
3. Quality
4. Personal approach
5. Convenience
6. Follow up
14. Which of the following is the least effective way to receive information on customer needs
1. Active listening
2. Talking simultaneously
3. Verbal communication
4. Non-verbal communication
5. Open and closed questions
6. Encouraging others to talk
7. Business letters
8. None of the above
15. Which of the following statements is false with regards to creating a survey:
1. Keep the survey as short as possible
2. Explain the purpose of the survey at the top
3. Include clear and concise instructions for completing your

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