Customer Service, Sales And Marketing

Customer Service

Question: 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

Note: Not available
1. Report
Question: What would be a good opening line in replying to an irate customer's email?
A
Please call customer service.

B
We are glad you are enjoying our product/service.

C
Thank you for your email, we are sorry to hear about the problem you have.

D
We will get back to you within 7 days.

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report
Question: 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.

Note: Not available
1. Report
Question: Which of the following would a customer not expect from a customer service agent?
A
Discretion

B
Rudeness

C
Effectiveness

D
Authenticity

Note: Not available
1. Report
Question: 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

Note: Not available
1. Report

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Question: What should be the ultimate goal of problem solving with the customer?

Question: What would be a good opening line in replying to an irate customer's email?

Question: Why do customers feel the need of some control in working to resolve an issue with a company?

Question: What would a monotone and flat voice indicate to a customer?

Question: How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

Question: How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

Question: What is meant by a "care token"?

Question: What is the first step in dealing with a customer when he/she is irate?

Question: Which of the following would a customer not expect from a customer service agent?

Question: What would perfect customer relationship management entail?