Services Communications
Quiz
•
Business
•
University
•
Practice Problem
•
Hard
Inci Toral
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13 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
True
False
Answer explanation
The customer isn’t listening for a solution yet. It’s important to soothe the customer’s frustration first.
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Customers are more easily satisfied if their expectations are effectively managed.
True
False
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Most upset customers will calm down if you offer a sincere apology.
True
False
Answer explanation
Most customers want you to acknowledge that they’ve been disappointed and want you to express some regret.
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
True
False
Answer explanation
You (and the organisation) lose credibility. Don’t bad-mouth or play the blame game!
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
When a customer calls for technical support, its realistic to require them to explain the problem in technical language.
True
False
Answer explanation
Most customers who call tech support are not highly technical. It’s realistic to require the tech support rep to provide assistance at the customer’s level of technical understanding.
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which of these best describes communication?
A person sending a message
A person receiving a message
Passing a message between two people
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
Which of the following is NOT a communication medium?
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