Customer Service, Sales And Marketing

Question: 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

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: Which of the following is a customer need?
A
Premium pricing

B
Experienced management

C
Friendly customer service

D
Growing financial performance

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report

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Question: What is the importance of consistency while offering customer service to different people?

Question: What should the customer service representative do when a customer is yelling?

Question: What is customer profiling?

Question: Which of the following is a customer need?

Question: Why should a firm say they are sorry even if they feel the customer is wrong?

Question: How can a company's online ordering process be made more customer friendly?

Question: How can a company's online ordering process be made more customer friendly?

Question: Why is it important to pace your tone on the phone with the other person?

Question: What is the importance of customer oriented goodwill?

Question: How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?