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
