Exceptional Customer Service Test Review

The greatest asset of any company is the

• building

• land

• supplier

• customer

Looking for things that need to be done and doing them is the definition of:

• initiative

• loyalty

• responsibility

• perseverance

"It is not the employer who pays the wages. It is the customer who pays the wages." Who said this?

• Bill Gates

• John Chrysler

• Henry Ford

• Steve Jobs

78% of customers will leave a business because of a poor customer service experience and ... ?

• come back in one week.

• complain to the manager.

• never come back.

• call the local newspaper

70% of the customer’s perception of their buying experience will be based on ... ?

• selling price of all goods.

• other customer's opinions.

• the quality of the promotions.

• how they are treated.

91% of unhappy customers will not willingly do business with you again.

• True

• False

A person who has a bad customer service experience will tell between:

• 0 and 5 people

• 5 and 8 people

• 9 and 20 people

• 25 and 30 people

Perception is our reality!

• True

• False

For every customer who does complain, 26 others will

• also complain

• remain silent

Loyal customers are worth as much as ____times their first purchase.

• 2

• 5

• 8

• 10