QUIZ: CUSTOMER SERVICE IN DRUGSTORES
Test your knowledge of good customer service here.
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1
Select the alternative that indicates the INCORRECT sentence regarding good service:
"But what do you want to know?"
"I'll try to find out immediately and then get back to you."
"Yes, he is. Would you like me to transfer the call to you?"
2
When it is said that one of the rules of good service is to be fast and productive, doing the best with the resources available, service is
Standardized.
Conclusive.
Subjective.
Efficient.
Relative.
3
When it is said that the employee who serves the public must be polite and avoid interrupting what the user is saying in their demand, which factor of good service is being presented?
Promptness.
Description.
Efficiency.
Objectivity.
Cordiality.
4
Maria das Dores contacted the City Hall to report the problem that occurred during the pruning of a tree in front of her house, as the work was not carried out well, causing damage to her residence. What is the most appropriate form of initial care for Maria das Dores? Retrieved: Vunesp, Taubaté City Hall, 2022.
Apologize and say that you will register the complaint and communicate the fact to the competent area.
Let her know that this is how it is and that they keep complaining about the pruning done.
Saying that the problem is not the City Hall's, because the pruning was done by third parties.
Ask her to return with photos showing the damage and bring 3 witnesses who
prove the fact.
Justify the fact by saying that what happened is part of the standard procedure and that
mistakes happen.
5
Regarding the quality of service provided by any service provider company, consider the following: “These are specific characteristics that need to be evaluated when working with service quality: tangibility; reliability; proactivity; competence; courtesy; credibility; security; access; communication; and customer understanding.”
INCORRRECT
CORRECT
