MKT1324 T1-T6

1.   Customer service can be defined as the _____ provided by a company to those who buy or use its products and services. 

 

A.            products and service

B.            assistance and advice

C.            advertising and marketing

D.            experience

• A.            products and service

• B.            assistance and advice

• C.            advertising and marketing

• D.            experience

2.   Which of the following is an INCORRECT statement professionalism? 

 

A.            Every job needs professionalism.

B.            All customers should be treated professionally.

C.            Professionalism shows that the customers are cared for.

D.            All customers should not be treated professionally.

• A.            Every job needs professionalism.

• B.            All customers should be treated professionally.

• C.            Professionalism shows that the customers are cared for.

• A.            Every job needs professionalism.

  B.            All customers should be treated professionally.

  C.            Professionalism shows that the customers are cared for.

  D.            All customers should not be treated professionally.

3.   Practicing _____ communication, such as shaking our hands firmly and establishing good eye contact with our customers, is important to make sure that we are not doing anything that could damage a good first impression.  

 

A.            verbal

B.            effective

C.            non-verbal

D.            selective

• A.            verbal

• B.            effective

• C.            non-verbal

• D.            selective

4.   Regarding positive influence on customer service, which of the following is a CORRECT example on “examine your attitude”?

 

A.            Do you wink when first meeting with your customers?

B.            Is it necessary that we need to give full attention on that person?

C.            Do you smile when first meeting with your customers?

D.            Is it necessary that we need to focus on that person? 

• A.            Do you wink when first meeting with your customers?

• B.            Is it necessary that we need to give full attention on that person?

• C.            Do you smile when first meeting with your customers?

• D.            Is it necessary that we need to focus on that person?

5.   Bad customer service has many negative side effects in all areas of business. Not only do we lose customers, but we run the risk of losing our best _____. 

A.            service

B.            employees

C.            experience

D.            products

• A.            service

• B.            employees

• C.            experience

• D.            products

6.   _____ refers to a convergent set of Information Technology solutions that help businesses achieve these objectives by providing a tool to advance the way they communicate with their customers. 

 

A.            Customer Skills Management

B.            Customer Communication Management

C.            Customer Responsibilities Management

D.            Customer Service Management

• A.            Customer Skills Management

• B.            Customer Communication Management

• C.            Customer Responsibilities Management

• D.            Customer Service Management

7.   Regarding ways to communicate more effectively with our customers, which of the following is NOT an example of avoiding negative questions? 

 

A.            Do you have the apps installed on your phone?

B.            Is it correct that you don’t have the apps installed on your phone?

C.            Can I help you to check if the apps are installed on your phone?

D             You don’t have the apps installed on your phone?

• A.            Do you have the apps installed on your phone?

• B.            Is it correct that you don’t have the apps installed on your phone?

• C.            Can I help you to check if the apps are installed on your phone?

• D             You don’t have the apps installed on your phone?

8.   When reviewing written correspondence, the following statements below are correct, EXCEPT _____. 

 

A.            they leave a paper trail

B.            the paper trail could also be in a digital form

C.            it could provide insights as to how well the customer service representatives are handling customers

D.            the written correspondence does not include letters, emails, and live chat records

• A.            they leave a paper trail

• B.            the paper trail could also be in a digital form

• C.            it could provide insights as to how well the customer service representatives are handling customers

• D.            the written correspondence does not include letters, emails, and live chat records

9.   _____ can be in the form of speaking, writing, or body language. 

 

A.            Communication

B.            Marketing

C.            Service

D.            Experience

• A.            Communication

• B.            Marketing

• C.            Service

• D.            Experience

10.   The don’ts of face-to-face communication include _____. 

 

A.            giving our customers our undivided attention

B.            giving our customers honest, direct, and comprehensive information

C.            treating our customer’s ideas and concerns as critical and serious

D.            making a one-way conversation

• A.            giving our customers our undivided attention

• B.            giving our customers honest, direct, and comprehensive information

• C.            treating our customer’s ideas and concerns as critical and serious

• D.            making a one-way conversation