A potential client is a party that receives or consumes goods or services and has the ability to choose between different products and suppliers.

• True

• False

Customer service is defined as ______________ customers.

• 
  Marketing

• Selling

• Helping

• All of the above

As an agent, knowing your level of control is important in providing customer service.

• True

• False

Which of the following is an example of exceptional customer service?

• An attorney who offers his services for free, but doesn't return phone calls.

• 
  An interior designer that listens to a customers' wants and creates designs that match their desires.

• A store clerk who rings up your purchase at the cash register.

• A waiter who doesn't want to bother his customers and doesn't check in until the bill is due

Customer service agents do not have internal customers therefore, will not affect external customers.

• True

• False

A _______________ is someone who has yet to purchase a product or service from your company.

• 
  loyal customer

• new customer

• potential customer

• discount customer

The customer calls to purchase tickets but does not want to complete the order unless there is a discount. What type of customer is the agent helping?

• potential customer

• discount customer

• loyal customer

• new customer

Rochelle has made frequent purchases and because of this, she has recommended the services to friends and family. What type of customer is the agent helping?

• loyal customer

• new customer

• potential customer

• discount customer

What should you NOT DO in a moment of dead air on the call?

• Stay quiet to not bother the caller with unnecessary chatter.

• Use the time to gather more information about the caller

• Explain to the customer what you are trying to do.

• Comment on something related to the caller's geographic area/location.

When you need to put the customer on a long hold, it would be best to:

• transfer the call to another agent.

• check in with them during the wait.

• 
  let them wait uninterrupted.

• disconnect and call them later when you are ready.