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Showing posts with label Customer Service Test Answer. Show all posts
Showing posts with label Customer Service Test Answer. Show all posts

Customer Service Test Answer 2019


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