Customer Service - Module Test

Which of the following is the definition of customer experience?

• The product of customer referrals.

• The product of upselling a customer.

• The product of an interaction between the organization's employees.

• The product of an interaction between an organization and a customer.

Which of the following help with ethical behavior?

• Being honest

• Knowing the product

• Taking responsibility

• All of the above

When answering a question, you should first:

• give the customer plenty of information.

• make sure you understand the question.

• answer in less than a minute

What is the definition of customer service?

• The advice provided by a customer service rep over the phone.

• The advice given between employees to help customers.

• The assistance provided by a company to people who buy or use its products or services.

• The assistance provided by a sales rep on the sales floor.

Customers appreciate good manners and courtesy send a powerful message.

• True

• False

Which of the statements does not use welcoming words?

• I'm absolutely sure.

• I'm definitely able to do that.

• I'd be happy to help you with that.

• I don't know if that will work.

When dealing with a customer, you must ______ before coming to a conclusion.

• gather as much information as possible

• make a decision

• get help

• All of the above

Your feelings about yourself will affect the way you deal with the customer.

• True

• False

How can stereotypes affect how you treat customers?

• Stereotypes help you find out what the customer wants.

• Stereotypes help you meet the customer's needs.

• Stereotypes give you the best idea of who the customer is.

• Stereotypes can cause you to misjudge and mistreat customers.

Which of the following are ways companies gather customer feedback?

• Surveys

• Social media

• Customer complaints

• All of the above