Chapter 14 Actual Test

25 Questions | Total Attempts: 37

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Chapter 14 Actual Test


Questions and Answers
  • 1. 
    In successful companies, the employees appear to be a cut above  others because they are courteous and always seem to be smiling.
    • A. 

      True

    • B. 

      False

  • 2. 
    Because every customer service operation is unique, the customer service centers do not meed to measure the same key areas to gauge how well they are doing in specific areas.
    • A. 

      True

    • B. 

      False

  • 3. 
    An example of a measurable standard in customer service is, "Credits on product returns will be posted to customer accounts  within two working  days."
    • A. 

      True

    • B. 

      False

  • 4. 
    Words such as excellent and superior are always used when writing a measurable work standard.
    • A. 

      True

    • B. 

      False

  • 5. 
    CSRs perform a variety of duties that require them to communicate effectively and to work under limited direct supervision, but in cooperation with others
    • A. 

      True

    • B. 

      False

  • 6. 
    To carry out their duties, CSRs use the telephone, calculator, and computer to produce correspondence, invoices, and e-mail messages.
    • A. 

      True

    • B. 

      False

  • 7. 
    There is  no certification available for CSRs to attain.
    • A. 

      True

    • B. 

      False

  • 8. 
    Customer service training begins with the way in which an employer screens job applicants.
    • A. 

      True

    • B. 

      False

  • 9. 
    One estimate is that a good training program has a value to a business of at least five times its cost.
    • A. 

      True

    • B. 

      False

  • 10. 
    It is not important for CSRs to be knowledgeable about th e company;s products.
    • A. 

      True

    • B. 

      False

  • 11. 
    CSRs should be given the authority to handle customer complaints and concerns on the spot.
    • A. 

      True

    • B. 

      False

  • 12. 
    Top sales performers can earn sizable bonuses or expensive prizes while top service performers can go unrecognized or be recognized on a much smaller scale.
    • A. 

      True

    • B. 

      False

  • 13. 
    In order to make a difference, CSR recognition events should be extravagant.
    • A. 

      True

    • B. 

      False

  • 14. 
    Customer service centers are known for experiencing low turnover among employees.
    • A. 

      True

    • B. 

      False

  • 15. 
    Manager need to monitor and watch out for attitudes among CSRs that paint the customer in a negative light.
    • A. 

      True

    • B. 

      False

  • 16. 
    Being good at resolving work-related conflicts does not require a lot of practice.
    • A. 

      True

    • B. 

      False

  • 17. 
    When disagreeing diplomatically you let the other person know you value him or her as a person, even though your opinions differ.
    • A. 

      True

    • B. 

      False

  • 18. 
    Being firm, assertive, and using the proper techniques will help defuse conflict situations because you are coping with it rather than  withdrawing from it.
    • A. 

      True

    • B. 

      False

  • 19. 
    Telling workers wht is expected of them, in both the quality and quantity of their work is known as
    • A. 

      Setting standards.

    • B. 

      Role playing.

    • C. 

      Participatory management.

    • D. 

      Coaching.

  • 20. 
    What measurement is shown by calculating cutomer survey results and customer retention rates?
    • A. 

      Operations management

    • B. 

      CSR quality and productivity

    • C. 

      Employee satisfaction

    • D. 

      Customer satisfaction

  • 21. 
    The timeliness of  service and the wiilingness of service personnel to help os referred to as
    • A. 

      Reliability.

    • B. 

      Responsiveness.

    • C. 

      Assurance.

    • D. 

      Empathy.

  • 22. 
    What training method uses customer scenarios encountered in the real world?
    • A. 

      Coaching

    • B. 

      Standards

    • C. 

      Role playing

    • D. 

      Tests and quizzes

  • 23. 
    An important employee motivational tool for CSRs is
    • A. 

      Good managers.

    • B. 

      Empowerment.

    • C. 

      Rehearsing scripts

    • D. 

      None of the above

  • 24. 
    When  managers practice the behaviors and ethics expected of CSRs, they
    • A. 

      Build trust.

    • B. 

      Develop people.

    • C. 

      Lead through example.

    • D. 

      Stay focused on customer needs.

  • 25. 
    The practice of empowering employees to participate in organizational decision making is called
    • A. 

      Participatory management

    • B. 

      Coaching.

    • C. 

      Creating standards.

    • D. 

      Role playing.

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