Customer Service, Sales And Marketing

Customer Service

Question: Which of the following would be a measurable aspect of customer service?
A
The number of products sold

B
An overall customer satisfaction rating of 90%

C
How displeased customers are in general

D
A profit margin of 30%

Note: Not available
1. Report
Question: Where should firms start while working on a strategy for customer service?
A
Survey the customers to get their feedback and to find out their needs and expectations of the firm.

B
Copy what the competition is doing.

C
Ask the employees what strategies they want to be implemented.

D
Look for the standard customer service strategy employed in the country of operation.

Note: Not available
1. Report
Question: What are the two factors to consider when Creating Customer Service Strategy?
A
Employee reception to the plan, and customer reception to the plan

B
The cost of implementing, and employee reception

C
The time needed to create and implement, and the cost of implementation

D
The competition's as well as the customers' reaction to the plan

Note: Not available
1. Report
Question: Why do the customers' needs change according to the nature of the situation?
A
People are fickle and want different things even in the same situation depending on different occasions.

B
Needs are different depending on what the customer values as important under the circumstances.

C
Needs changed according to the financial situation of the customer at the time.

D
The customer can probably be talked into focusing on their wants instead of needs.

Note: Not available
1. Report
Question: Why is giving a customer the required information considered good customer service?
A
It makes the customer feel they got something for nothing.

B
It makes the customer feel guilty if they ever have a problem.

C
It allows you to upsell to the customer something they do not need.

D
It allows you to add value for the customer and help them make an informed decision.

Note: Not available
1. Report
Question: Which of the following would be the best way to offer customer service online?
A
To make a form people can submit available online

B
To supply answers to FAQ's online

C
To make live chat with company representatives available 24/7

D
To make company phone number available online

Note: Not available
1. Report
Question: What is meant by "data mining"?
A
Creating specialized reports

B
Entering data into a data base

C
Calling customers to survey them

D
Sifting through vast amounts of data by focusing on specific attributes

Note: Not available
1. Report
Question: What is meant by inflection?
A
The accent you talk in, depending on your country

B
The highs and lows of your voice, which let the customer know how interested you are in talking to them

C
The pace at which you speak, which lets the customer know if you are in a rush or not

D
The general attitude you convey to a customer

Note: Not available
1. Report
Question: What is a data warehouse?
A
A single database for the CRM program

B
The physical warehouse where the company servers are stored

C
A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location

D
A program that is used to create financial reports

Note: Not available
1. Report
Question: What is meant by taking a top down approach to creating a strategy?
A
Having customer service agents work in management

B
Creating high level initiatives only

C
Starting by building strategies upwards from the customer level

D
Having high level managers work in customer service for a short period of time so they can experience it before laying down policies

Note: Not available
1. Report

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Question: Which of the following would be a measurable aspect of customer service?

Question: Where should firms start while working on a strategy for customer service?

Question: What are the two factors to consider when Creating Customer Service Strategy?

Question: Why do the customers' needs change according to the nature of the situation?

Question: Why is giving a customer the required information considered good customer service?

Question: Which of the following would be the best way to offer customer service online?

Question: What is meant by "data mining"?

Question: What is meant by inflection?

Question: What is a data warehouse?

Question: What is meant by taking a top down approach to creating a strategy?