CHAPTER 5

Customer service providers must be

proficient communicators

• TRUE

• FALSE

Customer intelligence is the process

of gathering information; building a

historical database; and developing an

understanding of current, potential, and

lapsed customers.

• TRUE

• FALSE

Relationship marketing rarely has a positive

impact on business.

• TRUE

• FALSE

Identifying why a customer has lapsed can

help a business to make a positive change.

• TRUE

• FALSE

A good listener plans his or her answer

while the speaker is talking.

• TRUE

• FALSE

The way you use your voice does not

significantly impact how a message is

received.

• TRUE

• FALSE

Taking notes during a phone interaction

can be helpful in becoming more organized

as you attempt to address customer

concerns.

• TRUE

• FALSE

Can’t, never, don’t, and you have to would

not be considered words to use.

• TRUE

• FALSE

Eye contact can convey sincerity and

interest.

• TRUE

• FALSE

E-mail is replacing face-to-face communication

with both internal and external

customers.

• TRUE

• FALSE