Fun Factor Trial 1

2.

Choose the most appropriate word from the list below to complete this sentence written by a customers serivce "guru". Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer ________.

Phenomenon
Revolution
Occurrence
Metamorphosis

Correct Answer

A. Revolution

Explanation

The word "revolution" is the most appropriate choice to complete the sentence. It suggests that the customer's loyalty is not easily earned by simply satisfying them, but rather by providing exceptional service that goes above and beyond their expectations. This word implies a significant and transformative change in the way customers perceive and interact with a business, emphasizing the need for a revolutionary approach to customer service in order to drive their loyalty.

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3.

Choose the most appropriate answer to the question: A complaining cusotmer is:

Always right
Almost right
Often lying
Always the customer

Correct Answer

A. Always the customer

Explanation

This answer suggests that regardless of the situation or the validity of their complaint, the customer should always be treated as important and their concerns should be addressed. It emphasizes the importance of customer satisfaction and the need to prioritize their needs and expectations.

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4.

Customers who complain want ...

Free stuff
To be heard and to have their experience validated
To vent
A concession

Correct Answer

A. To be heard and to have their experience validated

Explanation

Customers who complain want to be heard and to have their experience validated. When customers complain, they are expressing their dissatisfaction with a product or service. They want their concerns to be acknowledged and taken seriously. By listening to their complaints and validating their experience, businesses can show that they value their customers and are willing to address any issues. This can help to improve customer satisfaction and loyalty.

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5.

For a company to be considered customer service oriented:

They must state "customer service" in their mission
They must spend at least 2% of revenue on customer support
Managers must have completed at least 2 modules of the training academy
Customer service must be addressed by all departments

Correct Answer

A. Customer service must be addressed by all departments

Explanation

For a company to be considered customer service oriented, it is essential that customer service is addressed by all departments. This means that every department within the company should prioritize and actively work towards providing excellent customer service. It involves fostering a customer-centric culture throughout the organization, where everyone understands the importance of meeting customer needs and exceeding their expectations. By addressing customer service at all levels and in all departments, the company demonstrates its commitment to putting the customer first and ensuring a positive customer experience.

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6.

Customer care is:

A managed care medical program for customers
A nifty alliterative phrase that looks good in company brochures
A new program where customers care for themselves so we don't have to!
A philosophy wherein the customer is wrapped in service even before a problem arises

Correct Answer

A. A philosophy wherein the customer is wrapped in service even before a problem arises

Explanation

Customer care is a philosophy wherein the company prioritizes providing exceptional service to customers even before they encounter any problems. It involves anticipating customer needs, being proactive in addressing their concerns, and ensuring their satisfaction throughout their entire experience with the company. This approach aims to create a positive and supportive environment for customers, building trust and loyalty. By focusing on customer care, companies can enhance their reputation and establish long-term relationships with their customers.

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7.

Customer service culture is:

A concept developed in the United States and embodied by a great % of Americans
An environment where customer service permeates the thinking of the entire company
Something Brits are not very good at
Treatable with penecilin

Correct Answer

A. An environment where customer service permeates the thinking of the entire company

Explanation

The correct answer is "An environment where customer service permeates the thinking of the entire company." This answer accurately describes customer service culture as an environment where the focus on providing excellent customer service is deeply ingrained in the mindset of the entire organization. It implies that customer service is not just limited to specific departments or individuals, but is a core value that influences the actions and decisions of everyone within the company.

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8.

FSEs who embody the C&PS vision of customer support can be described as:

Hairy
French
Experienced
Independently wealthy

Correct Answer

A. Experienced

Explanation

The correct answer is "experienced" because the question asks for a description of FSEs who embody the C&P vision of customer support. Out of the given options, "experienced" is the only term that relates to the skills and knowledge required for providing effective customer support. The other options, such as "hairy," "French," and "independently wealthy," do not have any relevance to customer support or the C&P vision. Therefore, the most suitable choice is "experienced."

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9.

True of False: Henry Ford said, "The man who will use his skill and creative imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed."

True
False

Correct Answer

A. False

10.

Peter Drucker was quoted as saying, " The purpose of business is to create and keep _________". Which is the correct word to complete the sentence?

Value
A customer
Growth
Wealth

Correct Answer

A. A customer

Explanation

Peter Drucker was quoted as saying, "The purpose of business is to create and keep a customer." This means that the main objective of a business is not just to make a sale or generate profit, but to establish a long-term relationship with customers by providing value and meeting their needs. By focusing on creating and retaining customers, businesses can ensure their sustainability and success in the long run.

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Fun Factor Trial 1

Which of one of the following was not ranked as one of the top 5 companies with respect to customer service and support in 2010 (by an independent business publication)?

Quiz Preview

Choose the most appropriate answer to the question: A complaining cusotmer is:

Customers who complain want ...

For a company to be considered customer service oriented:

Customer care is:

Customer service culture is:

FSEs who embody the C&PS vision of customer support can be described as:

True of False: Henry Ford said, "The man who will use his skill and creative imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed."

Peter Drucker was quoted as saying, " The purpose of business is to create and keep _________". Which is the correct word to complete the sentence?