CRS Mock Test 3

A customer is an individual or a/an __________ that purchases goods and/or services from another company.

• accomplice.

• acquaintance.

• business.

• partnership.

Rachel is a customer service officer at Mace’s Store. Ravi is her supervisor. Agnes came to Mace’s and demanded a refund for a bed sheet that she had used. Rachel explained that products that are used cannot be refunded. Agnes made a commotion in the store. Bob, Rachel’s colleague, went to look for Aini, the store manager, to help to calm the situation down. Rachel’s external customer is

• Agnes.

• Aini.

• Bob.

• Ravi.

Suggestive selling is also known as

• up selling.

• down selling.

• cross selling.

• partial selling.

Which of the following stages of the product lifecycle that the company interact with the external customer using the CRM system?

• Manufacturing.

• Quality control.

• Product design.

• After-sales service.

Which of the following is NOT a method to gather feedback?

• Survey.

• Experiment.

• Feedback card.

• Customer focus group meeting.

Which of the following information is often chosen for demographic sampling?

• Address.

• Email.

• Gender.

• Name.

What is the definition of PDPA?

• Purpose Data Protection Act 2012.

• Personal Data Protection Act 2012.

• Purpose Data Prevention Act 2012.

• Personal Data Prevention Act 2012.

Which of the following is a benefit of maintaining an updated customer database?

• Identify customer loyalty.

• Improve marketing efficiency.

• Increase social media interactions.

• Decrease time spent on customer calls.

The two aspects of oral communications are

• listening and writing.

• speaking and writing.

• speaking and reading.

• speaking and listening.

One of the questioning techniques is the use of “closed questions”. This type of question usually

• elicits short answers.

• uses “tell me” statements.

• attracts longer responses.

• uses “describe” statements.