1. What is
meant by “data mining”?
Answers:
• Creating
specialized reports
• Entering
data into a data base
• Calling
customers to survey them
• Sifting through vast amounts of data by focusing on
specific attributes
2. What is
meant by inflection?
Answers:
• The accent
you talk in, depending on your country
• The highs and lows of your voice, which let the customer
know how interested you are in talking to them
• The pace
at which you speak, which lets the customer know if you are in a rush or not
• The
general attitude you convey to a customer
3. What is a
data warehouse?
Answers:
• A single
database for the CRM program
• The
physical warehouse where the company servers are stored
• A database that stores information from several other data
sources, allowing a CRM system to query multiple databases from one location
• A program
that is used to create financial reports
4. What is
meant by taking a top down approach to creating a strategy?
Answers:
• Having
customer service agents work in management
• Creating
high level initiatives only
• Starting by building strategies upwards from the customer
level
• Having
high level managers work in customer service for a short period of time so they
can experience it before laying down policies
5. What
final step can be taken to put your firm’s customer service above that of all
others?
Answers:
• Offer to
refund more than the product value.
• Let
customers know what the standard procedure for handling irate customers is up
front.
• Give the
customers time to cool off by asking them to call back later.
• Follow up with customers after the fact to make sure they
are happy with the resolution.
6. Why would
a company want to know the profitability and sales history of customers?
Answers:
• They would
automatically drop the lowest 10% of customers.
• They can
ask the higher sales clients to act as representatives of the company.
• It offers the company potential for directing their
marketing campaigns effectively on the basis of their buying habits.
• They can
find out who owes the company money.
7. What
should be the first thing to be done in problem solving?
Answers:
• Verify the information the customer has provided and any
additional facts if required.
• Tell the
customer they will get whatever they want.
• Tell the
customer you’ll see what you can do but not to expect much.
• Look for
errors in the customer’s story.
8. How important
is it for the top management to be involved in Creating Customer Service
Strategy?
Answers:
• Very
important – The top management has to be committed to it and offer the maximum
support.
• Not important at all – The employees at the customer level
should decide the strategy.
• Important
only in small companies, not large corporations
• Important
only in large companies. Smaller companies do not need to worry about customer
service strategy.
9. How
should a customer service representative determine what avenues to pursue to
make a customer happy?
Answers:
• Follow a
standard company protocol.
• Ask the customer what resolution they would like to see.
• Determine
what would be the cheapest alternative that would make the customer happy.
• Offer to
replace their product regardless of their problem.
10. What
should be done at the end of a phone call with a customer after resolving an
issue they had?
Answers:
• Try to
sell them something new.
• Ask them
to write a nice letter to the company praising the customer service agent.
• Tell them only the first customer service call is free.
• Repeat to
the customer what you resolved and any further actions you’ll be taking.
11. What
does CRM software allow a company to do?
Answers:
• Create one
to many relationships with customer groups
• Create
many to one relationships with customers
• Send
financial reports to the management
• Create a one to one relationship with each customer.
12. What
should be said to a customer when putting them on hold?
Answers:
• Say
nothing. Just put them on hold.
• Say “just
a minute”; then put them on hold.
• Ask them first if it is okay to put them on hold for a
moment.
• Tell them
they need to hold for several minutes.
13. What
general rule does phone etiquette require customer service representatives to
follow?
Answers:
• Ask the other party how you can help them.
• Say
“Hello?” then pause.
• Ask them
for their name or customer number before greeting them.
• Try to
redirect the caller to someone else.
14. How
should a customer service strategy plan be distributed to the employees?
Answers:
• By sending
a mass email
• By telling
only those who directly deal with the customers
• By emphasizing the management’s commitment to the plan at a
company-wide meeting
• It should
be confined to the top management.
15. What is
meant by a “hard no”?
Answers:
• Saying
‘no’ to the customer but offering alternatives
• Saying
‘yes’ to the customer at first but switching to ‘no’ later
• Saying
‘yes’ to the customer with no intention of following through
• Saying ‘no’ to the customer and offering no alternative
solution
16. What is
the purpose of FAQ’s (frequently asked questions)?
Answers:
• To give
the website more content which looks impressive
• To spur
the customers to ask additional questions
• To
position the company as an industry leader
• To answer questions customers often have so they can easily
find the answer without having to ask
17. What
would be the best way to handle an email inquiry?
Answers:
• Ignoring
the email and seeing if they email a second time
• 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
• Informing
them the answer is in the company FAQs and they should look there
• Replying
to the email a week later after investigating
18. What
does a customer with a problem expect from a customer service representative?
Answers:
• Discounts
and coupons
• The
management’s commitment to the growth of the firm
• An
aggressive tone
• Understanding and empathy
19. What is
the disadvantage of email based customer service?
Answers:
• It is more
cost effective than other methods.
• It allows
the company to respond quickly.
• It gives the company a trail of communications with the
customer.
• It is
unemotional and doesn’t always allow the customer to convey the importance of
their question or issue.
20. What is
a continuous improvement plan?
Answers:
• 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
• A plan to
educate the consumer about the products
• A plan to
help the management understand the customers’ needs better
• A
predetermined plan to help the employees learn more about the company’s
financial situation and the company’s need to perform better
21. What is
the first step in mollifying a customer who has received bad service?
Answers:
• Ask the
customer what the problem is.
• Try to
offer him/her something for free to pacify him/her.
• Ask
him/her to submit a complaint first.
• Express regrets and promise to provide better service in
future.
22. What
should be done with an irate customer after they have vented out and explained
their situation?
Answers:
• Ask them to call back later when they have calmed down.
• Express
empathy.
• Put them
on hold and pass them onto a manager.
• Issue them
a refund regardless of the problem.
23. What
would be the two needs of a customer when visiting a theme park?
Answers:
• Safety and Fun
• Accuracy
and Certainty
• Efficiency
and Seriousness
• Low cost
and Tranquility
24. Which of
the following would be the best thing to say to an irate customer?
Answers:
• Please
call back later.
• I’ll have to ask my manager to approve what you are asking
for.
• I can see
why you feel that way.
• Why didn’t
you buy a competitor’s product.
25. What
approach should a firm take when they need to say ‘no’ to a customer?
Answers:
• Say ‘no’
up front, being honest.
• Do not say
‘no’, but later do not deliver on the alternative solutions.
• 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’.
• Do not say ‘no’, but offer alternative solutions.
26. What is
the primary purpose of setting goals of customer service?
Answers:
• To know
when no more customer service needs to be provided
• To compare
the firm’s strategy with that of the competitors
• To create measurable objectives which the firm can strive
to meet
• To allow
for customer service agents to be promoted on the basis of their performance
27. Which of
the following would be a potential segmenting factor for customers?
Answers:
• Age range
• Zip code
• The
industry they work in
• All of the
above
28. Which of
the following is an example of a care token?
Answers:
• A computer
manufacturer fixes your new laptop under warranty
• A retail
chain accepts your return
• Offering
an employee a raise for good performance
• 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
29. How
important is the tone of voice when talking to someone on the phone?
Answers:
• Extremely important
• Not
important at all
• Slightly
important
• Depends on
the situation
30. What is
the advantage of email based customer service?
Answers:
• It makes
dealing with irate customers easier.
• It provides an easy reference to past communication with
the client.
• It is
impersonal.
• Canned
responses can be sent back.
31. Which of
the following would be considered going the extra mile in resolving a past
customer service issue?
Answers:
• Replacing
an item under warranty
• Answering
a call within two minutes
• Absorbing
any extra costs such as shipping costs incurred by the customer as a result of
the problem
• Sending him/her a complaint form to fill out
32. Which of
the following will be a potential segmenting factor for the customers?
Answers:
• Age group
•
Country/Region
• The
industry they work in
• All of the above
33. What is
the importance of consistency while offering customer service to different
people?
Answers:
• Not
important – Customers only know what they experience and can not compare the
service they get with that offered to others.
• Very important – Customers expect a consistent level of
service when dealing with a company.
• Important
only for large companies, not for small ones
• Important
only for small firms since they rely on customer referrals
34. What
should the customer service representative do when a customer is yelling?
Answers:
• Yell back
at them
• Not
respond and hang up
• Sound
anxious
• Keep a calm, lower tone to calm the customer down
35. What is
customer profiling?
Answers:
• Reporting
customer data to government agencies
• A customer
filling in a profile online
• Using
customer data to determine an overall company marketing campaign
• Using a series of data points to place customers into
groups and tailoring their experience with your company
36. Which of
the following is a customer need?
Answers:
• Premium
pricing
•
Experienced management
• Friendly customer service
• Growing
financial performance
37. Why
should a firm say they are sorry even if they feel the customer is wrong?
Answers:
• The firm
can later tell the customer he/she was actually the wrong one, after he/she has
calmed down.
• The firm
should always take the blame and learn from it.
• The focus should be on finding out what would satisfy the
customer and solving the problem, not determining blame.
• They can
later put the blame on a third party.
38. How can
a company’s online ordering process be made more customer friendly?
Answers:
• Ask for
lots of details so the customer can be catered to in the future.
• Try to
sell customers additional products and services unsolicited.
• Place ads
on the order page for additional products.
• Only ask for information necessary to process the order.
39. Why is
it important to pace your tone on the phone with the other person?
Answers:
• It
automatically makes them assume they will get what they want.
• It creates
rapport with the customer and puts them at ease.
• If the
person talks fast, it means they are in a rush and you should also do the same.
• It tells the customer you are someone they can trust.
40. What is
the importance of customer oriented goodwill?
Answers:
• It allows
for cheaper resolutions to customer conflict.
• It is a
good substitute for good customer service.
• It allows the management to measure how well customer
service is being performed.
• It puts
the company ahead of the competitors in respect of customer service.
41. How do
CRM(Customer Relationship Management) systems help in sending a consistent
message to customers?
Answers:
• The same
draft of an email can be sent to every single customer thus ensuring
consistency.
• They are
used for all marketing efforts of a company.
• Information can be distributed via the CRM system for
sending the same message to all the customers in the same group.
• The CRM
system always works as the back end for the company website.
42. What
should be the ultimate goal of problem solving with the customer?
Answers:
• To save
the company money
• To get
them off the phone quickly
• To get
referrals to other customers
• To make them happy
43. What
would be a good opening line in replying to an irate customer’s email?
Answers:
• Please
call customer service.
• We are
glad you are enjoying our product/service.
• Thank you for your email, we are sorry to hear about the
problem you have.
• We will
get back to you within 7 days.
44. Why do
customers feel the need of some control in working to resolve an issue with a
company?
Answers:
• They feel
they are getting more for their money.
• Customers
feel that this way, they can get whatever they want, at least temporarily.
• It ensures the customer will buy again.
• It puts
them in a positive mood and allows them to help guide the resolution
45. What
would a monotone and flat voice indicate to a customer?
Answers:
• The person
is energetic and wants to help.
• The person is bored and uninterested in the conversation.
• The person
is angry.
• The person
doesn’t believe what they are hearing.
46. How can
a company create an atmosphere of continuous improvement and have employees who
strive to perform?
Answers:
• By
reducing headcount by 10% each year
• By making
it mandatory for the employees to attend company meetings
• By offering incentives, both financial and non financial,
for good performance
• By telling
the employees that mystery callers will evaluate them
47. What is
meant by a “care token”?
Answers:
• To handle
customers who are not happy with the company “with care”
• A gesture made by the company to retain a customer after
his/her having experienced bad customer service
• A gesture
made by the company as a last resort to get the customer to leave
• A bonus to
exceptionally good customer service agents
48. What is
the first step in dealing with a customer when he/she is irate?
Answers:
• Tell
him/her to be quiet and listen.
• Tell
him/her to call back when he/she has calmed down.
• Ask the
customer what can be done to solve the problem.
• Let the customer give vent to his/her feelings and do not
try to interrupt him/her.
49. Which of
the following would a customer not expect from a customer service agent?
Answers:
• Discretion
• Rudeness
•
Effectiveness
•
Authenticity
50. What
would perfect customer relationship management entail?
Answers:
• Saving the
company money
• Immediate customer gratification and personalized
interactions with each customer
• Reducing
the call times of customer complaints
• Increased
visibility into the financial situation of the company
51. Which of
the following would be a measurable aspect of customer service?
Answers:
• The number of products sold
• An overall
customer satisfaction rating of 90%
• How
displeased customers are in general
• A profit
margin of 30%
52. Where
should firms start while working on a strategy for customer service?
Answers:
• Survey the customers to get their feedback and to find out
their needs and expectations of the firm.
• Copy what the competition is doing.
• Ask the
employees what strategies they want to be implemented.
• Look for
the standard customer service strategy employed in the country of operation.
53. What are
the two factors to consider when Creating Customer Service Strategy?
Answers:
• Employee reception to the plan, and customer reception to
the plan
• The cost
of implementing, and employee reception
• The time
needed to create and implement, and the cost of implementation
• The
competition’s as well as the customers’ reaction to the plan
54. Why do
the customers’ needs change according to the nature of the situation?
Answers:
• People are
fickle and want different things even in the same situation depending on
different occasions.
• Needs are different depending on what the customer values
as important under the circumstances.
• Needs
changed according to the financial situation of the customer at the time.
• The
customer can probably be talked into focusing on their wants instead of needs.
55. Why is
giving a customer the required information considered good customer service?
Answers:
• It makes
the customer feel they got something for nothing.
• It makes
the customer feel guilty if they ever have a problem.
• It allows
you to upsell to the customer something they do not need.
• It allows you to add value for the customer and help them
make an informed decision.
56. Which of
the following would be the best way to offer customer service online?
Answers:
• To make a
form people can submit available online
• To supply
answers to FAQ’s online
• To make live chat with company representatives available
24/7
• To make
company phone number available online
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