Which of the following
would be the best thing to say to an irate customer?
b. I'll have to ask my manager to approve what you are asking for
What is a data warehouse?
d. A program that is used to create financial reports
Why do the customers' needs
change according to the nature of the situation?
b. Needs are different depending on what the customer values as
important under the circumstances
What is the first step in
mollifying a customer who has received bad service?
d. Express regrets and promise to provide better service in future
What would be a good opening line in replying to an irate customer's email
c. Thank you for your email, we are sorry to hear about the problem you
have
What is meant by "data
mining"?
a. Creating specialized
reports
b. Entering data into a
data base
c. Calling customers to
survey them
d. Sifting through vast amounts of data by focusing on specific
attributes
Why is giving a customer
the required information considered good customer service?
a. It makes the customer
feel they got something for nothing
b. It makes the customer
feel guilty if they ever have a problem
c. It allows you to upsell
to the customer something they do not need
d. It allows you to add value for the customer and help them make an
informed decision
How can a company create an
atmosphere of continuous improvement and have employees who strive to perform?
a. By reducing headcount by
10% each year
b. By making it mandatory
for the employees to attend company meetings
c. By offering incentives, both financial and non financial, for good
performance
d. By telling the employees
that mystery callers will evaluate them
What is meant by a "care token"?
a. To handle customers who
are not happy with the company "with care"
b. A gesture made by the company to retain a customer after his/her
having experienced bad customer service
c. A gesture made by the
company as a last resort to get the customer to leave
d. A bonus to exceptionally
good customer service agents
How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?
a. The same draft of an
email can be sent to every single customer thus ensuring consistency
b. They are used for all
marketing efforts of a company
c. Information can be distributed via the CRM system for sending the
same message to all the customers in the same group
d. The CRM system always
works as the back end for the company website
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
How important is it for the top management to be involved in Creating Customer Service Strategy?
a. Very important – The top management has to be committed to it and
offer the maximum support
b. Not important at all –
The employees at the customer level should decide the strategy
c. Important only in small
companies, not large corporations
d. Important only in large
companies. Smaller companies do not need to worry about customer service
strategy
Which of the following would be a measurable aspect of customer service?
a. The number of products
sold
b. An overall customer
satisfaction rating of 90%
c. How displeased customers are in general
d. A profit margin of 30%
Which of the following would be considered going the extra mile in resolving a past customer service issue?
a. Replacing an item under
warranty
b. Answering a call within
two minutes
c. Absorbing any extra costs such as shipping costs incurred by the
customer as a result of the problem
d. Sending him/her a
complaint form to fill out
How should a customer service strategy plan be distributed to the employees?
a. By sending a mass email
b. By telling only those who directly deal with the customers
c. By emphasizing the
management's commitment to the plan at a company-wide meeting
d. It should be confined to
the top management
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
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
What does CRM software allow a company to do?
a. Create one to many
relationships with customer groups
b. Create many to one
relationships with customers
c. Send financial reports
to the management
d. Create a one to one relationship with each customer
What is the advantage of email based customer service?
a. It makes dealing with
irate customers easier
b. It provides an easy reference to past communication with the client
c. It is impersonal
d. Canned responses can be
sent back
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
What would a monotone and flat voice indicate to a customer?
a. The person is energetic
and wants to help
b. The person is bored and uninterested in the conversation
c. The person is angry
d. The person doesn't
believe what they are hearing
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
What is meant by taking a
top down approach to creating a strategy?
a. Having customer service
agents work in management
b. Creating high level initiatives only
c. Starting by building
strategies upwards from the customer level
d. Having high level
managers work in customer service for a short period of time so they can
experience it before laying down policies
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
What is a continuous improvement plan?
a. A predetermined plan to continually help the employees keep
themselves informed of the company's latest initiatives in order ultimately to
make themselves better at customer service
b. A plan to educate the
consumer about the products
c. A plan to help the
management understand the customers' needs better
d. A predetermined plan to
help the employees learn more about the company's financial situation and the
company's need to perform better
What is meant by inflection?
a. The accent you talk in,
depending on your country
b. The highs and lows of your voice, which let the customer know how
interested you are in talking to them
c. The pace at which you
speak, which lets the customer know if you are in a rush or not
d. The general attitude you
convey to a customer
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
What would be the best way to handle an email inquiry?
a. Ignoring the email and
seeing if they email a second time
b. An immediate automatic email response letting the customer know
someone will reply within 24 hours, followed up by a reply from a customer
service representative within 24 hours
c. Informing them the
answer is in the company FAQs and they should look there
d. Replying to the email a
week later after investigating
Which of the following is an example of a care token?
a. A computer manufacturer
fixes your new laptop under warranty
b. A retail chain accepts
your return
c. Offering an employee a
raise for good performance
d. A restaurant gives you a free glass of wine because you mention to
the waiter you didn't enjoy the wine like you had hoped
What is the disadvantage of
email based customer service?
a. It is more cost
effective than other methods
b. It allows the company to
respond quickly
c. It gives the company a
trail of communications with the customer
d. It is unemotional and doesn't always allow the customer to convey the
importance of their question or issue
How can a company's online ordering process be made more customer friendly?
a. Ask for lots of details
so the customer can be catered to in the future
b. Try to sell customers
additional products and services unsolicited
c. Place ads on the order
page for additional products
d. Only ask for information necessary to process the order
Why is it important to pace
your tone on the phone with the other person?
a. It automatically makes
them assume they will get what they want
b. It creates rapport with
the customer and puts them at ease
c. If the person talks
fast, it means they are in a rush and you should also do the same
d. It tells the customer
you are someone they can trust
What approach should a firm
take when they need to say 'no' to a customer?
a. Say 'no' up front, being
honest.
b. Do not say 'no', but
later do not deliver on the alternative solutions
c. Pretend everything is
good, but towards the end of the conversation, tell them you did not mean what
you said and actually the answer is 'no'
d. Do not say 'no', but
offer alternative solutions
Which of the following
would a customer not expect from a customer service agent?
a. Discretion
b. Rudeness
c. Effectiveness
d. Authenticity
What does a customer with a
problem expect from a customer service representative?
a. Discounts and coupons
b. The management's
commitment to the growth of the firm
c. An aggressive tone
d. Understanding and empathy
Which of the following
would be the best way to offer customer service online?
a. To make a form people
can submit available online
b. To supply answers to
FAQ's online
c. To make live chat with
company representatives available 24/7
d. To make company phone
number available online
What would be the two needs
of a customer when visiting a theme park?
a. Safety and Fun
b. Accuracy and Certainty
c. Efficiency and
Seriousness
d. Low cost and Tranquility
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
Which of the following
would be a potential segmenting factor for customers?
a. Age range
b. Zip code
c. The industry they work
in
d. All of the above
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
What should be done at the
end of a phone call with a customer after resolving an issue they had?
a. Try to sell them
something new
b. Ask them to write a nice
letter to the company praising the customer service agent
c. Tell them only the first
customer service call is free
d. Repeat to the customer
what you resolved and any further actions you'll be taking
What is meant by a
"hard no"?
a. Saying 'no' to the
customer but offering alternatives
b. Saying 'yes' to the
customer at first but switching to 'no' later
c. Saying 'yes' to the
customer with no intention of following through
d. Saying 'no' to the customer
and offering no alternative solution
What general rule does
phone etiquette require customer service representatives to follow?
a. Ask the other party how
you can help them
b. Say "Hello?"
then pause
c. Ask them for their name or customer number before greeting them
d. Try to redirect the
caller to someone else
What is the purpose of
FAQ's (frequently asked questions)?
a. To give the website more
content which looks impressive
b. To spur the customers to ask additional questions
c. To position the company
as an industry leader
d. To answer questions
customers often have so they can easily find the answer without having to ask
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