Customer Service Quiz

What is the definition of a sales process?

• A series of steps taken from when the potential buyer meets the prospective seller until after the final sale is made.

• The interaction between the business and the customer.

• The response by a customer following the purchase of a good or service.

• The meeting of customers’ needs after they have purchased a product.

What does customer engagement involve?

• The interaction between the business and the customer.

• Occurs when the business and the customers communicate through the sales process.

• The response by a customer following the purchase of a good or service.

• The meeting of customers’ needs after they have purchased a product.

What is the result of good customer service?

• Decreased customer loyalty

• Increased customer spend

• Poor reputation

• Losing new customers

What is a feature of poor customer service?

• Increased customer loyalty

• A good reputation

• Dissatisfied customers who may not return

• Attracting new customers

What does customer loyalty mean?

• Customers make repeat purchases because they prefer the business’ products to those of its rivals.

• Customers are dissatisfied and do not return.

• Customers are difficult to attract.

• Customers do not provide feedback.

What is the definition of premises in a business context?

• The interaction between the business and the customer.

• Buildings used by businesses, such as offices, shops, and factories.

• The response by a customer following the purchase of a good or service.

• The meeting of customers’ needs after they have purchased a product.

What is the purpose of feedback in customer service?

• To increase customer loyalty

• To improve what has been produced

• To attract new customers

• To ensure repeat purchases

What is after-sales service?

• The interaction between the business and the customer.

• The response by a customer following the purchase of a good or service.

• The meeting of customers’ needs after they have purchased a product.

• The process of making repeat purchases.

What is a feature of customer service?

• Ignoring customer feedback

• Greeting the customer

• Decreasing customer spend

• Losing new customers

What is a method to improve online customer service?

• Ignoring customer reviews

• Ensuring the website is easy to use

• Decreasing product details

• Avoiding live chats with customer service agents