WorksheetsQUARTER 3: Quiz #3 POM
Total questions: 10
Worksheet time: 3mins
What do you call the process of planning, developing, and implementing maneuvers to obtain a competitive edge in your chosen niche?
Strategic Marketing
Customer Service
Customer Service Skills
SWOT Analysis
This customer skill is the ability to truly listen to customers is crucial to providing great service for a number of reasons.
Patience
Attentiveness
Acting Skills
Goal-oriented focus
Complete the sentence:
Customer service professionals commonly answer customer questions through __________, __________, __________, __________, and __________and may also be responsible for creating documentation for self-service support.
face-to-face, email, phone. messenger, and social media platforms
in-person, phone, email, chat. and social media interactions
instagram, facebook, twitter, tikotok, and email
in-person, phone, email, chat. and youtube
_____________________ is the act of providing support to both prospective and existing customers.
Customer Service
Customer Relationship
Customer Service Skills
Strategic Marketing Process
Customers want to be able to get in touch with a customer service representative through whichever channel is the most convenient for them.
Personalized
Competent
Convenient
Proactive
The most important as it analyzes internal strengths and weaknesses, external competition, changes in technology, industry culture shifts and provides an overall picture of the state of the organization.
Planning Phase
Implementation Phase
Evaluation or Control Phase
Marketing Phase
Which of the following is the market segment?
Position of the product and price strategy
Mission, Vision, and Values
Target audience, and Marketing position
Price strategy, Place, Promotion, and Product Strategy
This process involves ensuring that the results of the program are in line with the goals set.
Evaluation or Control Phase
Implementation Phase.
Planning Phase
None of the above
True or false:
The best customer service professionals have a deep knowledge of how their companies’ products work.
TRUE
FALSE
True or false:
Identifying trends in the company’s industry is important.
TRUE
FALSE
