Introduction to Customer Service Quiz

Ashur needs to purchase a cake for his daughter's birthday. He decides to go to Party Time Bakery. Before he walks in the door, Ashur believes he will receive courteous, respectful, and friendly customer service, as well as reasonable prices and a quality product. Which of the following is most accurately depicted in this scenario?

• Customer expectations

• Customer retention

• Customer satisfaction

• Customer loyalty

What is the difference between a vision statement and a mission statement?

• A vision statement defines what an organization wants to be, and a mission statement defines how an organization will attain its purpose and objectives.

• There is no difference between a vision and mission statement; they are interchangeable.

• A vision statement defines how the organization will act toward its employees, and the mission statement defines how customers will be treated.

• The vision statement is community-centric and focuses on the needs of the community, and the mission statement is company-centric and focuses on the goals of the company.

Yuna works for TechMart as a sales associate. Yuna's sales kiosk has locked her out of her daily sales tracker software. She calls TechMart's IT department, and they can fix Yuna's access remotely. Yuna would most likely be which of the following?

• Service customer

• External customer

• Internal customer

• Industry customer

Who or what is at the center of a customer service environment?

• The human resources department

• The product

• The customer

• The service sector

The new video game console from Kashikoi Games was just released for sale to the public. The console has been a huge success. Kashikoi Games makes the console available for purchase on their website and at TechMart and SmartShopper retail stores. In this scenario, which is the best example of a deliverable?

• The new console

• SmartShopper

• TechMart

• Kashikoi Games

Which of the following is NOT a reason why customer service is important?

• Customer service can help to provide testimonials and reviews about the company, the company's products, and the company's services.

• Customer service provides a direct line between the customers and the company.

• Customer service is a direct way for the customers to help the company represent its employees.

• Customer service can improve customer loyalty and satisfaction.

Which one of the strategies for promoting a positive service culture is most accurately shown in the following scenario? Since she started working at Digital Motion, as a customer service representative, Aylah has made it her goal to learn as much as she can about the company and the products they sell. Every Tuesday and Thursday, during her lunch, she does research on the view of the company, the company's history, the current products they sell, and the new products that will soon be brought to market. Aylah does this to better respond to the numerous customer questions she receives on a daily basis.

• Providing service follow-up

• Demonstrating ethical behavior

• Sharing resources

• Becoming an expert on your organization

Veda needs to go to SmartShopper. While there, she is pleasantly greeted by the store greeter and given a disinfected shopping cart. Anytime that Veda comes across a store employee, she is met with a friendly smile and asked if there is anything that can be done to assist her and make her visit more enjoyable. Which of the following best describes what Veda has experienced?

• SmartShopper's delivery system

• SmartShopper's human resources department

• SmartShopper's organizational culture

• SmartShopper's products and deliverables

Which of the following best shows a service need customers have?

• Alex asked the service representative a question about the television he is planning to buy, and he expects an honest answer.

• Jesse bought a blender that guarantees to crush two cups of ice in ten seconds.

• Bella went to a gas station for lunch. She chose to purchase a pre-made sandwich as opposed to building her own because it was more convenient for her.

• When Raj goes to the store, he buys the generic brands because he feels that they have the same quality for a lesser price.

The new video game console from Kashikoi Games was just released for sale to the public. The console has been a huge success. Kashikoi Games makes the console available for purchase on their website and at TechMart and SmartShopper retail stores. In this scenario, which is the best example of a delivery system?

• Kashikoi Games's website and the public sector

• TechMart and the new console

• The new console and Kashikoi Games

• SmartShopper and Kashikoi Games's website