Services Communications

Services Communications

University

13 Qs

quiz-placeholder

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Services Communications

Services Communications

Assessment

Quiz

Business

University

Practice Problem

Hard

Created by

Inci Toral

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13 questions

Show all answers

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?

Feedback

Email

Memo

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