QUARTER 3: Quiz #3 POM

What do you call the process of planning, developing, and implementing maneuvers to obtain a competitive edge in your chosen niche?

• Strategic Marketing

• Customer Service

• Customer Service Skills

• SWOT Analysis

This customer skill is the ability to truly listen to customers is crucial to providing great service for a number of reasons.

• Patience

• Attentiveness

• Acting Skills

• Goal-oriented focus

Complete the sentence:

Customer service professionals commonly answer customer questions through __________, __________, __________, __________, and __________and may also be responsible for creating documentation for self-service support.

• face-to-face, email, phone. messenger, and social media platforms

• in-person, phone, email, chat. and social media interactions

• instagram, facebook, twitter, tikotok, and email

• in-person, phone, email, chat. and youtube

_____________________ is the act of providing support to both prospective and existing customers.

• Customer Service

• Customer Relationship

• Customer Service Skills

• Strategic Marketing Process

Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them.

• Personalized

• Competent

• Convenient

• Proactive

The most important as it analyzes internal strengths and weaknesses, external competition, changes in technology, industry culture shifts and provides an overall picture of the state of the organization.

• Planning Phase

• Implementation Phase

• Evaluation or Control Phase

• Marketing Phase

Which of the following is the market segment?

• Position of the product and price strategy

• Mission, Vision, and Values

• Target audience, and Marketing position

• Price strategy, Place, Promotion, and Product Strategy

This process involves ensuring that the results of the program are in line with the goals set.

• Evaluation or Control Phase

• Implementation Phase.

• Planning Phase

• None of the above

True or false:

The best customer service professionals have a deep knowledge of how their companies’ products work.

• TRUE

• FALSE

True or false:

Identifying trends in the company’s industry is important.

• TRUE

• FALSE