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WorksheetsIQ#3 FOR ACS MODULE 3
Total questions: 10
Worksheet time: 4mins
Customer encounter is the most easy step in the customer service system.
True
False
If the customer is happy and satisfied with the kind of service we provided, their perceived value to our product and organization will increase.
True
False
According to our last discussion, the key concepts to show customers that we value their business are ________________.
provide good quality product, provide good service, and proper communication
greet customers cordially, pay attention to them and avoid distractions
communicate with customers, provide their needs, say hello
smile, provide good service, sell new products
The behavior of the customers are triggered by _______
values
outcome
stimulus
attitude
"Are you satisfied with the product?" is an example of what kind of probing question?
open-probe question
closed-probe question
proper question
improper question
Generally, the ________ questions are good to use during the early conversation.
open-probe
closed-probe
The customer's frustration level goes up significantly when they are handed off only once
True
False
These restrictions are imposed because of the company's rules regarding how it conducts its business.
Government restrictions
Out of Stock
Just not possible
Company policies and procedures
A smile is most effective tool in closing a conversation.
True
False
The first thing that we need to do to successfully deliver a "no" message to our customer is ___________
Apologize
Remain calm
Give appreciation for considering the company
Say goodbye
