Customer Service

Which of the following words best describes the role of customer service in selling:

• Function

• Department

• Relationship

• Presentation

Because product quality and price can easily be matched, customer service becomes a key component in business

• forecasts.

• careers.

• competition.

• communications.

Customers’ service expectations are

• not affected by promotion. 

• based on past experiences.

• dependent on the needs of others.

• one size fits all.

If a customer expects something because his/her friend received it, the customer’s expectation is influenced by

• word-of-mouth information.

• past experience.

• individual needs.

• promotion.

Quality customer service builds profits through existing customers by generating

• repeat business.

• discounts.

• product demonstrations.

• compliments.

70% of buying experiences based on how customer feels and being treated, so customer service representatives should show

• empathy

• self-control

• adaptability

• persuasive speaking skills

One skill that customer service representatives need to have to be successful is

• attitude

• preciseness

• patience

• brainstorming

All of the following are customer service skills except

• Clear Communication Skills

• Persuasive Speaking Sills

• Empathy

• Sense of Humor

To maintain relationships with clients, it’s important for salespeople to

• offer free installation.

• keep in touch with them.

• send them online comment cards. 

• personally perform product repairs.

Customer complaints and concerns should be

• addressed as quickly as possible.

• a second priority behind closing the sale.

• taken seriously only if it’s a large order.

• passed on to the manager.