Customer Service, Sales And Marketing

Customer Service

Question: What final step can be taken to put your firm's customer service above that of all others?
A
Offer to refund more than the product value.

B
Let customers know what the standard procedure for handling irate customers is up front.

C
Give the customers time to cool off by asking them to call back later.

D
Follow up with customers after the fact to make sure they are happy with the resolution.

Note: Not available
1. Report
Question: Why would a company want to know the profitability and sales history of customers?
A
They would automatically drop the lowest 10% of customers.

B
They can ask the higher sales clients to act as representatives of the company.

C
It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.

D
They can find out who owes the company money.

Note: Not available
1. Report
Question: What should be the first thing to be done in problem solving?
A
Verify the information the customer has provided and any additional facts if required.

B
Tell the customer they will get whatever they want.

C
Tell the customer you'll see what you can do but not to expect much.

D
Look for errors in the customer's story.

Note: Not available
1. Report
Question: How important is it for the top management to be involved in Creating Customer Service Strategy?
A
Very important – The top management has to be committed to it and offer the maximum support.

B
Not important at all – The employees at the customer level should decide the strategy.

C
Important only in small companies, not large corporations

D
Important only in large companies. Smaller companies do not need to worry about customer service strategy.

Note: Not available
1. Report
Question: How should a customer service representative determine what avenues to pursue to make a customer happy?
A
Follow a standard company protocol.

B
Ask the customer what resolution they would like to see.

C
Determine what would be the cheapest alternative that would make the customer happy.

D
Offer to replace their product regardless of their problem.

Note: Not available
1. Report
Question: What should be done at the end of a phone call with a customer after resolving an issue they had?
A
Try to sell them something new.

B
Ask them to write a nice letter to the company praising the customer service agent.

C
Tell them only the first customer service call is free.

D
Repeat to the customer what you resolved and any further actions you'll be taking.

Note: Not available
1. Report
Question: What does CRM software allow a company to do?
A
Create one to many relationships with customer groups

B
reate many to one relationships with customers

C
Send financial reports to the management

D
Create a one to one relationship with each customer.

Note: Not available
1. Report
Question: What should be said to a customer when putting them on hold?
A
Say nothing. Just put them on hold.

B
Say "just a minute"; then put them on hold.

C
Ask them first if it is okay to put them on hold for a moment.

D
Tell them they need to hold for several minutes.

Note: Not available
1. Report
Question: What general rule does phone etiquette require customer service representatives to follow?
A
Ask the other party how you can help them.

B
Say "Hello?" then pause.

C
Ask them for their name or customer number before greeting them.

D
Try to redirect the caller to someone else.

Note: Not available
1. Report
Question: How should a customer service strategy plan be distributed to the employees?
A
By sending a mass email

B
By telling only those who directly deal with the customers

C
By emphasizing the management's commitment to the plan at a company-wide meeting

D
It should be confined to the top management.

Note: Not available
1. Report

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Question: What final step can be taken to put your firm's customer service above that of all others?

Question: Why would a company want to know the profitability and sales history of customers?

Question: What should be the first thing to be done in problem solving?

Question: How important is it for the top management to be involved in Creating Customer Service Strategy?

Question: How should a customer service representative determine what avenues to pursue to make a customer happy?

Question: What should be done at the end of a phone call with a customer after resolving an issue they had?

Question: What does CRM software allow a company to do?

Question: What should be said to a customer when putting them on hold?

Question: What general rule does phone etiquette require customer service representatives to follow?

Question: How should a customer service strategy plan be distributed to the employees?