Managing For Service Excellence Test
Answer all questions within a given time.
Choose the correct answer.
- 1.
A complaining customer is:
- A.
Always right
- B.
Almost right
- C.
Often lying
- D.
Always the customer
Correct Answer
D. Always the customerExplanation
The correct answer is "Always the customer." This statement implies that regardless of the situation or the validity of the customer's complaint, the customer should always be treated with respect and given priority. It emphasizes the importance of customer satisfaction and the need to address their concerns effectively.Rate this question:
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- 2.
Customers who complain:
- A.
Had unhappy childhoods
- B.
Are genetically predisposed to be sourpusses
- C.
Have trouble in their primary relationships
- D.
Are doing you a service in identifying what isn’t working in your business or organization
Correct Answer
D. Are doing you a service in identifying what isn’t working in your business or organizationExplanation
Customers who complain are doing you a service in identifying what isn't working in your business or organization. When customers take the time to voice their complaints, it provides valuable feedback that can help identify areas of improvement. By addressing and resolving these complaints, businesses can enhance their products or services, improve customer satisfaction, and ultimately strengthen their overall operations. Complaints serve as an opportunity for businesses to learn and grow, ensuring better customer experiences in the future.Rate this question:
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- 3.
The best reward for your customer service representatives is:
- A.
Earplugs and punching bags
- B.
Valium or other mind-numbing drugs
- C.
Recognition and appreciation on your part
- D.
Anger management seminars
Correct Answer
C. Recognition and appreciation on your partExplanation
Recognition and appreciation on your part is the best reward for customer service representatives because it acknowledges their hard work and dedication. It boosts their morale and motivation, leading to increased job satisfaction and productivity. By recognizing their efforts, you create a positive work environment that fosters loyalty and encourages them to continue providing excellent customer service. This reward also helps in building a strong and cohesive team, as employees feel valued and respected. It is a cost-effective way to show gratitude and can have a significant impact on employee engagement and retention.Rate this question:
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- 4.
CRM stands for:
- A.
Customers Rarely Matter
- B.
Can’t Remember Much
- C.
Communicating Random Meaning
- D.
Customers Rudimentarily Managed
- E.
Customer Relationship Management
Correct Answer
E. Customer Relationship ManagementExplanation
The correct answer is Customer Relationship Management. CRM refers to the practice of managing and organizing customer interactions and relationships. It involves using technology and strategies to improve customer satisfaction, retention, and loyalty. CRM systems help businesses track customer data, analyze customer behavior, and provide personalized experiences. By implementing CRM, businesses can effectively manage their customer relationships, enhance communication, and ultimately drive growth and profitability.Rate this question:
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- 5.
Customers who complain want . . .
- A.
Something for nothing
- B.
To be heard and have their experience validated
- C.
To vent for the sport of it
- D.
To be made majority shareholders in the company
Correct Answer
B. To be heard and have their experience validatedExplanation
Customers who complain want to be heard and have their experience validated. When customers complain, they are expressing their dissatisfaction or frustration with a product or service. They want their concerns to be acknowledged and taken seriously by the company. By listening to their complaints and validating their experiences, the company can show that they value their customers and are committed to resolving any issues. This can help to build trust and loyalty with the customers, and potentially turn their negative experience into a positive one.Rate this question:
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- 6.
For a company to be considered service-oriented organization:
- A.
It must mention customer service in its mission statement.
- B.
At least 18.3% of its employees must work in the customer service department
- C.
Its managers must at one time have been CSRs
- D.
Customer service must be addressed by customer service department
Correct Answer
A. It must mention customer service in its mission statement.Explanation
To be considered a service-oriented organization, it is essential for a company to mention customer service in its mission statement. This indicates that the company prioritizes providing excellent service to its customers. While having a certain percentage of employees in the customer service department and having managers with previous experience as CSRs can contribute to a service-oriented culture, these factors are not definitive requirements. However, explicitly addressing customer service through a mission statement reflects the company's commitment to delivering exceptional service to its customers.Rate this question:
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- 7.
A Call Center is defined as:
- A.
The midpoint in duration of a telephone call
- B.
A revenue sink hole
- C.
A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
- D.
A location where complaints and problems are converted into successful saves for your customers and your company
Correct Answer
D. A location where complaints and problems are converted into successful saves for your customers and your companyExplanation
The correct answer is "A location where complaints and problems are converted into successful saves for your customers and your company." This explanation accurately describes the purpose and function of a call center. Call centers are specifically designed to handle customer complaints and problems, with the goal of resolving these issues and ensuring customer satisfaction. By effectively addressing customer concerns, call centers can help retain customers and improve the reputation and success of the company.Rate this question:
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- 8.
Customer Care is:
- A.
A managed care medical program for customers
- B.
A philosophy wherein the customer is wrapped in service even before a problem arises
- C.
A nifty alliterative phrase that looks good in company brochures
- D.
A new program where customers care for themselves
Correct Answer
B. A philosophy wherein the customer is wrapped in service even before a problem arisesExplanation
Customer Care is a philosophy wherein the customer is wrapped in service even before a problem arises. This means that the focus is on providing excellent service and support to customers proactively, anticipating their needs and addressing any potential issues before they become problems. It emphasizes the importance of putting the customer first and ensuring their satisfaction throughout their entire experience with the company. This approach helps build strong relationships with customers and fosters loyalty and trust.Rate this question:
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- 9.
Customer Service Culture is
- A.
A new form of yogurt where the lid removes itself for you
- B.
Behavior being analyzed in a Petrie dish for contagions
- C.
An environment where customer service permeates the thinking of the entire company
- D.
A mythical civilization in which everyone smiles and welcomes you when they meet
Correct Answer
C. An environment where customer service permeates the thinking of the entire companyExplanation
The correct answer is an environment where customer service permeates the thinking of the entire company. This means that customer service is not just a department or a specific task, but it is ingrained in the mindset and values of every member of the company. It is a culture that prioritizes and emphasizes the importance of providing excellent customer service in every aspect of the business. This includes not only interactions with customers, but also in product development, problem-solving, and decision-making.Rate this question:
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- 10.
What is the first thing that you should do when making eye contact with a customer?
- A.
Say hello
- B.
Smile
- C.
Ask if you can be of assistance
- D.
Refer them to the manager
Correct Answer
B. SmileExplanation
When making eye contact with a customer, the first thing you should do is smile. Smiling is a universal sign of friendliness and warmth, and it helps to create a positive first impression. It shows the customer that you are approachable and ready to assist them if needed. Smiling also helps to establish a rapport with the customer, making them feel more comfortable and valued. By smiling, you are setting a positive tone for the interaction and signaling that you are ready to provide excellent customer service.Rate this question:
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- 11.
Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
- A.
The degree of caring that you show customers
- B.
Your ability to provide service that is dependable and accurate
- C.
The physical representations of your company including the facility, equipment and your appearance
- D.
The respect, competence and confidence you show to the customer
Correct Answer
C. The physical representations of your company including the facility, equipment and your appearanceExplanation
Tangibles refers to the physical representations of a company, including its facility, equipment, and appearance. This factor is important because customers often evaluate the quality of service based on the tangible aspects they can see and touch. A well-maintained facility, up-to-date equipment, and professional appearance can create a positive impression and instill confidence in the customers. Conversely, if the physical aspects are lacking or poorly maintained, it may negatively impact the perception of the service quality.Rate this question:
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- 12.
An external customer ___________ while an internal customer is/are ___________.
- A.
Are the people who buy your company's products or services; are the people who work within your company.
- B.
Are the people who work within your company; are the department heads of each section.
- C.
Are the people who work within your company; are the customers
- D.
Are the people who buy your company's products or services; are the customers
Correct Answer
A. Are the people who buy your company's products or services; are the people who work within your company.Explanation
An external customer refers to the individuals or organizations who purchase a company's products or services. On the other hand, an internal customer refers to the people who work within the company and rely on the products, services, or support provided by other departments or colleagues within the organization.Rate this question:
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- 13.
When dealing with a difficult customer it is important to remember___________.
- A.
(a) To not take it personally
- B.
(b) To use positive self-talk
- C.
Both (a) and (b) above
- D.
None of these
Correct Answer
C. Both (a) and (b) aboveExplanation
When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that instead of getting defensive or upset, it is crucial to maintain professionalism and not let the customer's behavior affect one's own emotions. Additionally, using positive self-talk can help in staying calm and focused, which can ultimately lead to a more effective resolution of the situation.Rate this question:
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- 14.
It is important to make eye contact with a customer because?
- A.
Eye contact is natural
- B.
Eye contact is not important
- C.
Eye contact reassures customers that your attention is focused on them
- D.
Eye contact is common courtesy and it shows your willingness to serve
Correct Answer
C. Eye contact reassures customers that your attention is focused on themExplanation
Making eye contact with a customer is important because it reassures them that their needs and concerns are being acknowledged and that the attention is solely on them. It shows a level of respect and engagement, indicating that you are actively listening and ready to assist. Eye contact is a form of nonverbal communication that establishes a connection and builds trust between the customer and the service provider. It also demonstrates a willingness to serve and provide excellent customer service.Rate this question:
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- 15.
What is the service industry’s number one priority?
- A.
Return on investment to shareholders
- B.
Customer service
- C.
Developing the needs of customer
- D.
Growth opportunities for employees
Correct Answer
B. Customer serviceExplanation
The service industry's number one priority is customer service. This means that their main focus is on providing excellent service to their customers and ensuring their satisfaction. By prioritizing customer service, companies aim to build strong relationships with their customers, increase customer loyalty, and ultimately drive business growth.Rate this question:
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- 16.
Closed questions are used to _____________________
- A.
Get specific information from the customer
- B.
Draw the customer into a conversation
- C.
Begin with words like "what", "how" and "why"
- D.
Are used whey you need a lengthy explanation from a customer
Correct Answer
A. Get specific information from the customerExplanation
Closed questions are used to get specific information from the customer. These types of questions typically require a short and precise answer, limiting the customer's response to a specific set of options or a simple "yes" or "no." Closed questions are effective in gathering specific details or facts from the customer, allowing the conversation to remain focused and efficient.Rate this question:
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- 17.
An effective way to approach a problem is:
- A.
Complain to the supervisor
- B.
Offer a reasonable alternative solution to your customer or supervisor
- C.
Ignore the customer's odd requests
- D.
Listen attentively and then pass it on to the boss
Correct Answer
B. Offer a reasonable alternative solution to your customer or supervisorExplanation
The correct answer is to offer a reasonable alternative solution to your customer or supervisor. This approach demonstrates problem-solving skills and a willingness to find a solution. It shows that you are proactive and focused on meeting the needs of the customer or supervisor. By offering an alternative solution, you are showing initiative and taking responsibility for finding a resolution to the problem at hand. This approach fosters effective communication and collaboration, leading to a positive outcome.Rate this question:
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- 18.
Communication is a give and take process. As a speaker it is your job to:
- A.
Speak loudly and roughly in order to intimidate people into listening
- B.
Intentionally speak over a person's inability to understand or communicate
- C.
Determine if the listener understands
- D.
Always ensure that you have the first and the last words said
Correct Answer
B. Intentionally speak over a person's inability to understand or communicate -
- 19.
A supervisor may criticize an employee in order to:
- A.
Show an employee who is the boss
- B.
Feel good about themselves
- C.
Assist that employee in understanding a better or more effective way to do something
- D.
Ensure the employee knows exactly who the persons are in their chain-of-command
Correct Answer
C. Assist that employee in understanding a better or more effective way to do somethingExplanation
A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. Criticism, when given constructively, can help the employee identify areas for improvement and provide guidance on how to enhance their performance. By offering feedback and suggesting alternative approaches, the supervisor aims to support the employee's professional growth and development. This approach focuses on the employee's improvement rather than asserting authority or boosting the supervisor's ego.Rate this question:
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- 20.
When a misunderstanding happens with a co-worker you should:
- A.
(a) Be honest and admit there is a problem
- B.
(b) Work together to come up with solutions
- C.
(c) Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- D.
Both (a) and (b)
- E.
Both (b) and (c)
- F.
Both (a) and (c)
Correct Answer
D. Both (a) and (b)Explanation
When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This helps in acknowledging the issue and taking responsibility for any role one might have played in the misunderstanding. Additionally, working together with the co-worker to come up with solutions is crucial. This collaborative approach promotes open communication, understanding, and finding common ground to resolve the misunderstanding. Avoiding the co-worker and talking to everyone else about the problem only escalates the situation and creates a negative work environment. Therefore, both being honest and admitting the problem and working together to find solutions are the appropriate actions to take in such a situation.Rate this question:
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- 21.
When a misunderstanding happens with a customer you should:
- A.
(a) Apologize for the error even though it may not have been your error
- B.
(b) Tell them it was some one else's fault
- C.
(c) Ask them what you can do to make them happy
- D.
Both (a) and (b)
- E.
Both (b) and (c)
- F.
Both (a) and (c)
Correct Answer
F. Both (a) and (c)Explanation
When a misunderstanding happens with a customer, apologizing for the error, even if it wasn't your fault, shows empathy and acknowledges the customer's feelings. This helps in maintaining a positive relationship with the customer. Additionally, asking them what can be done to make them happy demonstrates a willingness to resolve the issue and meet their needs, further improving customer satisfaction. Therefore, both apologizing and asking for a solution are important steps in handling misunderstandings with customers.Rate this question:
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- 22.
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
- A.
Tell the person what you think the answer might be.
- B.
Refer the person to your supervisor.
- C.
Say that you are not allowed to give out that information to the public.
- D.
Inform the person that you don't know but will find out.
Correct Answer
D. Inform the person that you don't know but will find out.Explanation
It would be best to inform the person that you don't know but will find out. This response shows a willingness to help and find the information the customer needs. It demonstrates good customer service by not guessing or giving incorrect information. By offering to find out the answer, you are showing a commitment to assisting the customer and providing accurate information.Rate this question:
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- 23.
A person approaches you and tells you of many complaints he has about your department. You should first:
- A.
Assume that his is just blowing off steam and ignore his complaints.
- B.
Check into the legitimacy of the complaints.
- C.
Ask for permission from your supervisor on the best way to handle the person.
- D.
Regard the complaints as accurate and take immediate steps to correct them.
Correct Answer
B. Check into the legitimacy of the complaints.Explanation
The correct answer is to check into the legitimacy of the complaints. This is the most appropriate action to take when someone approaches you with complaints about your department. It is important to investigate the validity of the complaints before taking any further action. Ignoring the complaints or assuming that the person is just blowing off steam may lead to unresolved issues or a negative perception of the department. Asking for permission from your supervisor on how to handle the person is also a good idea, but it should come after checking into the legitimacy of the complaints. Taking immediate steps to correct the complaints without verifying their accuracy may not be effective or necessary.Rate this question:
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- 24.
A customer has come into your office and submitted an application. When you give her some more forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of her application. In which of the following ways should you respond to the customer?
- A.
Simply be patient with her.
- B.
Tell her the reasons why your office needs the information.
- C.
Suggest that she can contact her state legislators if she wants to change the law.
- D.
Say that you cannot process her application until all the forms have been completed.
Correct Answer
B. Tell her the reasons why your office needs the information.Explanation
When a customer complains about bureaucratic red tape, it is important to address their concerns and provide an explanation. By telling the customer the reasons why your office needs the information, you are acknowledging their frustration and providing transparency. This response shows empathy towards the customer's situation and helps them understand the purpose behind the forms they need to complete. It also demonstrates a willingness to engage in open communication, which can help alleviate the customer's concerns and build trust.Rate this question:
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- 25.
You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
- A.
I'd work with him for as long as it takes.
- B.
10 minutes or so; I'd go through it once as quickly as possible and then hang up.
- C.
About half an hour; I'd make sure he understands at least the basics.
- D.
None at all; I'd get frustrated the first time he says "I don't understand."
Correct Answer
A. I'd work with him for as long as it takes.Explanation
The correct answer suggests that the person would be patient and willing to spend as much time as needed to help their computer illiterate friend set up their Internet connection. This answer demonstrates a helpful and supportive attitude, showing that the person is committed to ensuring their friend understands the process, regardless of the time it may take.Rate this question:
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- 26.
A person is telling you a story, but taking forever to get to the point. What do you do?
- A.
I let him/her finish the story without interrupting, but can't help glancing at my watch.
- B.
I ask him/her to get to the point of the story.
- C.
I let him/her finish the story, without interrupting.
- D.
I interrupt by asking, "Does this story have a point?"
Correct Answer
C. I let him/her finish the story, without interrupting.Explanation
The given correct answer suggests that the person should let the storyteller finish their story without interrupting. This implies that the person is patient and respectful, allowing the storyteller to share their narrative in its entirety. Although the person may be aware of the time and glance at their watch, they choose not to interrupt and instead give the storyteller the opportunity to conclude their story naturally.Rate this question:
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- 27.
When having a disagreement, I typically:
- A.
Lower my voice to an ominous whisper.
- B.
Maintain a normal voice level.
- C.
Raise my voice slightly.
- D.
Raise my voice level markedly.
Correct Answer
B. Maintain a normal voice level.Explanation
The correct answer is to maintain a normal voice level. This suggests that the person does not resort to extreme measures such as whispering ominously or raising their voice significantly when they disagree with someone. Instead, they prefer to communicate their disagreement in a calm and composed manner, which is generally considered more effective in resolving conflicts and maintaining healthy relationships.Rate this question:
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- 28.
When conversing with clients who have a less extensive vocabulary (e.g. lower education level):
- A.
I brush them off - I just wouldn't have the patience to carry on.
- B.
I become very impatient and it's probably obvious.
- C.
I become impatient and it may show.
- D.
I may become impatient but I try not to let on.
- E.
I adjust my speech to their level.
Correct Answer
E. I adjust my speech to their level.Explanation
When conversing with clients who have a less extensive vocabulary or lower education level, it is important to adjust one's speech to their level. This means using simpler language and avoiding complex terminology or jargon that they may not understand. By doing so, it helps to ensure effective communication and avoids any potential confusion or frustration on their part. It also shows respect and understanding towards the clients, making them feel more comfortable and valued in the conversation.Rate this question:
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- 29.
When it comes to resolving conflicts:
- A.
I usually give in and let the other person have his/her way.
- B.
I prefer "give and take".
- C.
I try to push for a win on my part but if it is not in the cards I can accept a compromise.
- D.
It's my way or the highway.
Correct Answer
B. I prefer "give and take".Explanation
The answer "I prefer 'give and take'" suggests that the individual believes in finding a middle ground or compromise when resolving conflicts. They are willing to listen to the other person's perspective and make concessions in order to reach a mutually beneficial solution. This approach promotes cooperation and understanding between both parties involved in the conflict.Rate this question:
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- 30.
When it comes to conflict:
- A.
I can "agree to disagree". I accept that other people have different viewpoints than my own.
- B.
Even though I usually think I am right, I can accept that others have different viewpoints.
- C.
I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right.
- D.
I will make an attempt and I will be convincing.
Correct Answer
A. I can "agree to disagree". I accept that other people have different viewpoints than my own.Explanation
The correct answer is "I can 'agree to disagree'. I accept that other people have different viewpoints than my own." This answer indicates that the person is open-minded and willing to accept that others may have different opinions. It suggests a willingness to engage in respectful dialogue and find common ground, even if they still believe they are right.Rate this question:
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- 31.
If I felt that I was unable to assist a customer with their concern, I would:
- A.
Ask them to wait while I try to find someone to help.
- B.
Ask them if they have a moment to wait while I get the right answer for them.
- C.
Tell them that I am sorry and I don't know the answer to that.
- D.
Direct them to customer service for help.
Correct Answer
D. Direct them to customer service for help.Explanation
If a customer service representative feels unable to assist a customer with their concern, the best course of action would be to direct them to customer service for help. This ensures that the customer is connected with the appropriate department or individual who can address their specific issue. Asking the customer to wait while trying to find someone to help or asking them if they have a moment to wait while finding the right answer may lead to unnecessary delays and frustration for the customer. Apologizing and admitting not knowing the answer is honest but does not provide a solution, so directing them to customer service is the most effective response.Rate this question:
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- 32.
If I saw a co-worker that needed help I would:
- A.
Wait until they ask me for help.
- B.
Go right over and begin helping.
- C.
Continue with what I was working on.
- D.
Wait until my supervisor asks me to help.
Correct Answer
B. Go right over and begin helping.Explanation
The correct answer is to go right over and begin helping. This is the most proactive and helpful approach to take when seeing a co-worker in need. Waiting until they ask for help may delay the assistance they require, and continuing with one's own work or waiting for a supervisor to ask for help shows a lack of initiative and teamwork. By immediately offering assistance, one can demonstrate their willingness to support their colleagues and contribute to a positive work environment.Rate this question:
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- 33.
Why should you smile every time you answer a phone call?
- A.
Because the person on the other end of the line can tell that you are smiling
- B.
Because it will relax the muscles in your face
- C.
Because smiling is fun
- D.
Because you are having a bad day
Correct Answer
A. Because the person on the other end of the line can tell that you are smilingExplanation
When you smile while answering a phone call, the person on the other end can hear the smile in your voice. Smiling affects the tone and quality of your voice, making it sound more friendly, approachable, and positive. This can help create a pleasant and welcoming atmosphere during the conversation, making the person on the other end feel more comfortable and at ease. Smiling also has the power to uplift your mood and reduce stress, which can further enhance your communication and interaction during the phone call.Rate this question:
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- 34.
What is the importance of consistency while offering customer service to different people?
- A.
Not important – Customers only know what they experience and can not compare the service they get with that offered to others.
- B.
Very important – Customers expect a consistent level of service when dealing with a company.
- C.
Important only for large companies, not for small ones
- D.
Important only for small firms since they rely on customer referrals
Correct Answer
B. Very important – Customers expect a consistent level of service when dealing with a company.Explanation
Consistency is important while offering customer service to different people because customers expect a consistent level of service when dealing with a company. This means that regardless of who the customer is, they should receive the same quality of service and have the same positive experience. Consistency builds trust and loyalty among customers, as they know what to expect from the company. It also helps to establish the company's reputation and differentiate it from competitors. Therefore, maintaining a consistent level of service is crucial for customer satisfaction and overall success of the business.Rate this question:
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- 35.
What should the customer service representative do when a customer is yelling?
- A.
Yell back at them
- B.
Not respond and hang up
- C.
Sound anxious
- D.
Keep a calm, lower tone to calm the customer down
Correct Answer
D. Keep a calm, lower tone to calm the customer downExplanation
When a customer is yelling, the customer service representative should keep a calm, lower tone to calm the customer down. This approach helps to de-escalate the situation and show the customer that their concerns are being taken seriously. Yelling back at the customer will only escalate the situation further and is not a professional or effective response. Not responding and hanging up would be rude and unhelpful. Sounding anxious may also exacerbate the customer's frustration. Therefore, maintaining a calm and composed demeanor is the most appropriate course of action in this situation.Rate this question:
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- 36.
What is customer profiling?
- A.
Reporting customer data to government agencies
- B.
A customer filling in a profile online
- C.
Using customer data to determine an overall company marketing campaign
- D.
Using a series of data points to place customers into groups and tailoring their experience with your company
Correct Answer
D. Using a series of data points to place customers into groups and tailoring their experience with your companyExplanation
Customer profiling refers to the process of using a series of data points to categorize customers into different groups based on their characteristics, preferences, and behaviors. This allows companies to tailor their marketing campaigns and personalize the customer experience. By analyzing customer data, companies can gain insights into their target audience, identify trends, and make informed decisions to improve customer satisfaction and drive business growth.Rate this question:
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- 37.
Which of the following is a customer need?
- A.
Premium pricing
- B.
Experienced management
- C.
Friendly customer service
- D.
Growing financial performance
Correct Answer
C. Friendly customer serviceExplanation
Friendly customer service is a customer need because it refers to the desire of customers to be treated with kindness, respect, and attentiveness during their interactions with a company. Customers value friendly customer service because it enhances their overall experience, builds trust and loyalty, and makes them feel valued and appreciated. When a company provides friendly customer service, it creates a positive and enjoyable interaction for customers, which can lead to customer satisfaction, repeat business, and positive word-of-mouth recommendations.Rate this question:
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- 38.
Why should a firm say they are sorry even if they feel the customer is wrong?
- A.
The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.
- B.
The firm should always take the blame and learn from it.
- C.
The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.
- D.
They can later put the blame on a third party.
Correct Answer
C. The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.Explanation
Apologizing to the customer, even if the firm believes they are wrong, is important because the main goal should be to find a solution that satisfies the customer and resolves the issue. The focus should not be on assigning blame but rather on understanding the customer's perspective and addressing their concerns. By apologizing and showing empathy, the firm can maintain a good relationship with the customer and work towards a mutually beneficial resolution.Rate this question:
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- 39.
What is the importance of customer oriented goodwill?
- A.
It allows for cheaper resolutions to customer conflict.
- B.
It is a good substitute for good customer service.
- C.
It allows the management to measure how well customer service is being performed.
- D.
It puts the company ahead of the competitors in respect of customer service.
Correct Answer
C. It allows the management to measure how well customer service is being performed.Explanation
Customer oriented goodwill is important because it allows the management to measure how well customer service is being performed. This means that by focusing on building a positive reputation with customers and providing excellent service, the company can gauge its success in meeting customer needs and expectations. By measuring customer service performance, the management can identify areas for improvement and make necessary adjustments to ensure customer satisfaction. This helps in maintaining and enhancing the company's reputation, leading to increased customer loyalty and long-term success.Rate this question:
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- 40.
What should be the ultimate goal of problem solving with the customer?
- A.
To save the company money
- B.
To get them off the phone quickly
- C.
To get referrals to other customers
- D.
To make them happy
Correct Answer
D. To make them happyExplanation
The ultimate goal of problem solving with the customer should be to make them happy. This means addressing their concerns and finding a satisfactory solution that meets their needs. By prioritizing customer satisfaction, a company can build loyalty, improve customer retention, and ultimately drive business growth.Rate this question:
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- 41.
What would be a good opening line in replying to an irate customer’s email?
- A.
Please call customer service.
- B.
We are glad you are enjoying our product/service.
- C.
Thank you for your email, we are sorry to hear about the problem you have.
- D.
We will get back to you within 7 days.
Correct Answer
A. Please call customer service.Explanation
This answer suggests that the best course of action for the irate customer is to call customer service. It implies that speaking directly with a representative may be the most efficient way to address the customer's concerns and resolve the issue.Rate this question:
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- 42.
Why do customers feel the need of some control in working to resolve an issue with a company?
- A.
They feel they are getting more for their money.
- B.
Customers feel that this way, they can get whatever they want, at least temporarily.
- C.
It ensures the customer will buy again.
- D.
It puts them in a positive mood and allows them to help guide the resolution
Correct Answer
D. It puts them in a positive mood and allows them to help guide the resolutionExplanation
Customers feel the need for some control in working to resolve an issue with a company because it puts them in a positive mood and allows them to help guide the resolution. By having some control over the process, customers feel empowered and engaged in finding a solution. This positive mood and involvement increase their satisfaction with the company and the overall resolution of the issue. It also helps to build trust and strengthens the customer-company relationship, increasing the likelihood of future purchases and customer loyalty.Rate this question:
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- 43.
What is the first step in dealing with a customer when he/she is irate?
- A.
Tell him/her to be quiet and listen.
- B.
Tell him/her to call back when he/she has calmed down.
- C.
Ask the customer what can be done to solve the problem.
- D.
Let the customer give vent to his/her feelings and do not try to interrupt him/her.
Correct Answer
D. Let the customer give vent to his/her feelings and do not try to interrupt him/her.Explanation
The first step in dealing with an irate customer is to let them express their feelings and not interrupt them. This allows the customer to feel heard and understood, and it can help diffuse their anger. Interrupting the customer or telling them to be quiet may escalate the situation further. Asking the customer what can be done to solve the problem can come after they have calmed down and expressed their concerns.Rate this question:
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- 44.
Which of the following would a customer not expect from a customer service agent?
- A.
Discretion
- B.
Rudeness
- C.
Effectiveness
- D.
Authenticity
Correct Answer
B. RudenessExplanation
A customer would not expect rudeness from a customer service agent. Rudeness goes against the principles of good customer service, which is centered around providing assistance and resolving issues in a polite and respectful manner. Customers expect agents to be courteous, patient, and understanding, as they are seeking help or solutions to their problems. Rudeness can lead to a negative customer experience, damage the company's reputation, and potentially result in the loss of the customer. Therefore, it is crucial for customer service agents to prioritize professionalism and maintain a positive attitude when interacting with customers.Rate this question:
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- 45.
What would perfect customer relationship management entail?
- A.
Saving the company money
- B.
Immediate customer gratification and personalized interactions with each customer
- C.
Reducing the call times of customer complaints
- D.
Increased visibility into the financial situation of the company
Correct Answer
B. Immediate customer gratification and personalized interactions with each customerExplanation
Perfect customer relationship management would involve providing immediate customer gratification and personalized interactions with each customer. This means understanding and meeting the needs and expectations of each individual customer in a timely manner, ensuring their satisfaction and building strong relationships. It goes beyond just resolving customer complaints and also focuses on creating positive experiences and interactions that are tailored to each customer's preferences and requirements. This approach ultimately leads to increased customer loyalty, retention, and ultimately, business success.Rate this question:
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- 46.
Where should firms start while working on a strategy for customer service?
- A.
Survey the customers to get their feedback and to find out their needs and expectations of the firm.
- B.
Copy what the competition is doing.
- C.
Ask the employees what strategies they want to be implemented.
- D.
Look for the standard customer service strategy employed in the country of operation.
Correct Answer
A. Survey the customers to get their feedback and to find out their needs and expectations of the firm.Explanation
Firms should start by surveying their customers to understand their needs and expectations. This will help them tailor their customer service strategy to meet these requirements, ensuring customer satisfaction and loyalty. By directly asking customers for feedback, firms can gain valuable insights into areas that need improvement and identify opportunities for enhancing the overall customer experience. This approach allows firms to take a customer-centric approach to their strategy, rather than simply copying competitors or relying on internal assumptions.Rate this question:
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- 47.
What final step can be taken to put your firm’s customer service above that of all others?
- A.
Offer to refund more than the product value.
- B.
Let customers know what the standard procedure for handling irate customers is up front.
- C.
Follow up with customers after the fact to make sure they are happy with the resolution.
- D.
Give the customers time to cool off by asking them to call back later.
Correct Answer
C. Follow up with customers after the fact to make sure they are happy with the resolution.Explanation
Following up with customers after resolving their issues is an effective way to put your firm's customer service above that of all others. This step shows that you genuinely care about the customer's satisfaction and value their feedback. By checking in with them, you can ensure that the resolution met their expectations and address any lingering concerns. This proactive approach demonstrates a commitment to excellent customer service and can help build long-term relationships with customers.Rate this question:
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- 48.
Why would a company want to know the profitability and sales history of customers?
- A.
They would automatically drop the lowest 10% of customers.
- B.
They can ask the higher sales clients to act as representatives of the company.
- C.
It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
- D.
They can find out who owes the company money.
Correct Answer
C. It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.Explanation
Knowing the profitability and sales history of customers allows a company to understand their buying habits and preferences. This information can be used to effectively direct marketing campaigns towards specific customer segments, increasing the chances of success and maximizing sales. By tailoring marketing messages and offers to match customer preferences, the company can achieve higher conversion rates and customer loyalty. Additionally, understanding customer profitability helps the company identify which customers are most valuable and prioritize resources accordingly.Rate this question:
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- 49.
What should be the first thing to be done in problem solving?
- A.
Tell the customer they will get whatever they want.
- B.
Verify the information the customer has provided and any additional facts if required.
- C.
Tell the customer you’ll see what you can do but not to expect much.
- D.
Look for errors in the customer’s story.
Correct Answer
B. Verify the information the customer has provided and any additional facts if required.Explanation
The first thing to be done in problem solving is to verify the information the customer has provided and any additional facts if required. This step is important to ensure that the problem is fully understood and all relevant information is gathered. By verifying the information, it helps in identifying any errors or inconsistencies in the customer's story, which can then be addressed and resolved effectively.Rate this question:
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- 50.
Which of the following will be a potential segmenting factor for the customers?
- A.
Age group
- B.
Country/Region
- C.
The industry they work in
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the options listed (age group, country/region, and industry) can be potential segmenting factors for customers. Age group can help in targeting specific age demographics with tailored marketing messages. Country/region can be useful for understanding cultural differences and preferences in order to customize products or services accordingly. The industry they work in can provide insights into specific needs and preferences of customers in different industries, allowing for targeted marketing strategies. Therefore, all of these factors can be used to segment customers effectively.Rate this question:
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Mar 21, 2023Quiz Edited by
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Dec 05, 2016Quiz Created by
Strategy First
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