Customer Service 1 Sem 2 Exam Review

Fully concentrating on what is being said rather than just passively 'hearing' is called-

• Active Listening

• Active Hearing

• Active Customer Service

• Listening

The ability to understand and share the feelings of another is called-

• Tough Love

• Caring

• Empathy

• Sympathy

A shared set of workplace beliefs, values, attitudes, standards, purposes and behaviors is called-

• Good Times

• Company

• Company Beliefs

• Company Culture

A firm decision to do or not to do something is called...

• Conclusion

• Answer

• Resolution

• Final Answer

What is the quality of being trusted and believed in?

• Caring

• Credibility

• Reliability

• Trustability

What is the lowest level in an employment hierarchy?

• Entry Level

• Beginner's Level

• First

• Low Dog

What is the total number of product lines and individual products or services offered by a company?

• Product Mix

• Product Lineup

• Products

• Produce

What is the strategy of placing an established product's brand name on a new product that is in the same category called?

• Product Extension

• Product Mix

• Products

• Production company

What is the provision of service through any physical or operational infrastructure arrangement other than consolidation?

• Product Extension

• Service Extension

• Service

• Product

A particular group of consumers at which a product or service is aimed is called-

• Good Audience

• Target

• Target Audience

• Target Practice