Customer Service and Marketing Quiz

A customer calls to complain about a product they purchased. They are upset and explaining their issue. What should the customer service representative do first?

• Interrupt the customer to ask for more details

• Listen attentively and let the customer finish explaining

• Immediately offer a refund

• Transfer the call to a supervisor

You are a customer service representative handling a difficult situation with a customer who is very frustrated. Which skill is most important to use in this situation?

• Technical skills

• Interpersonal skills

• Sales skills

• Analytical skills

Your company wants to improve its customer service by focusing on customer satisfaction measures alongside financial performance. Which component of the 3S of customer service does this relate to?

• Systems

• Staff

• Strategy

• Sales

Your company is implementing a new computer system to share information rapidly and easily throughout the firm. Which component of the 3S of customer service does this relate to?

• Systems

• Staff

• Strategy

• Sales

Your company is focusing on recruiting and training employees to provide high levels of customer service. Which component of the 3S of customer service does this relate to?

• Systems

• Staff

• Strategy

• Sales

Identify the term: The ability to listen attentively to customer concerns and respond appropriately.

Evaluate responses using AI:

OFF

Identify the term: The process of dividing a market of potential customers into groups based on different characteristics.

Evaluate responses using AI:

OFF

Enumerate the three critical ingredients in a successful service provision known as the 3S of customer service.

Evaluate responses using AI:

OFF

Enumerate the 5 steps in the Strategic Marketing Planning Process.

Evaluate responses using AI:

OFF

A customer is very upset and needs to vent their frustration before you can address their issue. Which customer service skill is most important in this situation?

• patience

• professionalism

• leadership

• followthrough