A customer who is an Amiable Type would typically be classed:

• A. Someone who often comes in to chat and not buy.
• B. An authoritative and informed customer.
• C. Talkative and interested more in opinions than facts.
• D. Unlikely to make a purchase.

Which of the following is the most important reason for getting customer feedback:

• A. To be seen to be responsive to customers.
• B. To establish a customer database.
• C. To improve the overall customer experience.
• D. To improve sales.

When a customer starts to make a complaint and you have listened carefully to what they have to say, your next three steps should be to:

• A. Take responsibility then acknowledge and then say how you will resolve the issue.
• B. Acknowledge then apologise and then take responsibility.
• C. Clarify the issue then acknowledge and finally apologise.
• D. Apologise then resolve the issue and then apologise again.

Market segmentation occurs when customers are sub divided into:

• A. Smaller groups to distinguish purchaser behaviour.
• B. Different marketing areas.
• C. None of the above.
• D. The same groups.

When dealing with Internal customers you must:

• A. Ensure that you obtain payment details.
• B. Make sure you have dealt with external customers first.
• C. Check that they have authority to purchase.
• D. Apply the same level of service as external customers receive.