Customer Relationship Management Quiz

What is the difference between needs and wants?

• Needs are related to practical expectations, wants are related to emotional expectations

• Needs are desires to improve life quality, wants are basic requirements for survival

• Needs are basic requirements for survival, wants are desires to improve life quality

• Needs are related to emotional expectations, wants are related to practical expectations

What are the three levels of customer expectations?

• Basic, intermediate, advanced

• Practical, emotional, delightful

• Satisfactory, good, excellent

• Low, medium, high

What are the steps to build rapport with customers?

• Do not ask the customer to come back, do not express appreciation for interest in the product/service, and do not go the extra mile

• Avoid physical closeness, use a closed body stance, and avoid smiling

• Be attentive, set the customer at ease, and thank the customer for doing business with you

• Avoid eye contact, frown, and use a monotone voice

What is the purpose of open-ended questions in customer service?

• To encourage the customer to provide a lot more information

• To confirm or to deny a point or a specific piece of information

• To obtain detailed information on a particular aspect of a customer's needs or problems

• To invite a one-word answer

What is an example of etiquette rule in cross-cultural communications?

• Avoid smiling

• Avoid invading the customer’s space

• Avoid using gestures

• Avoid maintaining good eye contact

What is an example of local jargon and cultural customs in cross-cultural communications?

• Ignoring societal roles

• Understanding relationship building

• Avoiding salutations and forms of address

• Ignoring gender differences

What is an example of expectations of privacy in cross-cultural communications?

• Avoiding modesty

• Respecting privacy

• Ignoring religious differences

• Understanding societal roles

What is the purpose of probing questions in customer service?

• To obtain detailed information on a particular aspect of a customer's needs or problems

• To encourage the customer to provide a lot more information

• To confirm or to deny a point or a specific piece of information

• To invite a one-word answer

What is the purpose of close-ended questions in customer service?

• To encourage the customer to provide a lot more information

• To obtain detailed information on a particular aspect of a customer's needs or problems

• To invite a one-word answer

• To confirm or to deny a point or a specific piece of information

What is the importance of recording and updating a customer’s response into the CRM system?

• It is not important to record and update a customer’s response into the CRM system

• It helps in building rapport with customers

• It guarantees customer loyalty as customers are given value beyond their expectations

• It helps in meeting the needs and wants of the customer, before, during and after a purchase