MKT 3-3 Customer Service, Part 2, Reactive

MKT 3-3 Customer Service, Part 2, Reactive

9th Grade

20 Qs

quiz-placeholder

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MKT 3-3 Customer Service, Part 2, Reactive

MKT 3-3 Customer Service, Part 2, Reactive

Assessment

Quiz

Business

9th Grade

Practice Problem

Easy

Created by

Aimee Renchenski

Used 4+ times

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20 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the impact of poor customer service on a business?

It only affects customer complaints
It only affects customer satisfaction
It can lead to loss of customers, negative reviews, and damage to the company's reputation
No impact at all

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the role of a customer service representative in handling customer complaints?

To argue with the customer and defend the company's position
To offer a refund without investigating the complaint
To ignore the complaint and hope the customer forgets about it
To listen to the complaint, show empathy, and work towards a resolution

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the role of active listening in customer service?

To ignore customer complaints and hope they go away
To promote new products to customers
To argue with the customer and defend the company's position
To listen to the customer's concerns, show empathy, and understand their perspective

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the purpose of a customer service recovery strategy?

To ignore customer complaints and hope they go away
To proactively address customer needs
To have a plan in place for handling customer complaints and resolving issues
To promote new products to customers

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is customer service?

Providing individualized attention to customers throughout their lifespan
Selling products to customers
Creating marketing strategies
Managing company finances

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the role of problem-solving in customer service?

To proactively address customer needs
To ignore customer complaints and hope they go away
To listen to the customer's concerns, find solutions, and resolve issues
To promote new products to customers

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can the marketing mix impact customer satisfaction?

It only affects customer complaints
It only affects customer retention
It has no impact on customer satisfaction
It can change a business's strategy around its product offering, price, place, and promotion

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