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WorksheetsCustomer Service FINAL EXAM PRACTICE TEST
Total questions: 53
Worksheet time: 5hrs 33mins
Read the passage (to see a larger version, click on the reading passage image).
Three things that the staff at Happy Jacks could have done to retain Mrs. Willams' business and prevent the loss of a customer include:
The employees at Happy Jack's could have smiled
The employees at Happy Jack's could have listened to her requests and made more of an effort to meet her requests
The employees at Happy Jack's could have expressed appreciation like a simple thank you after she checked-out her groceries
All of the options are correct.
Read the passage. Click directly on the reading passage image to enlarge it.
Identify 2 things that Burgers Supreme is doing well to create customer loyalty. Select ALL that apply:
Employees are empowered
Customers are treated as if they are always 100% right.
Loyal customers are rewarded and recognized through free lunches and friendly personalized service.
None of the options are correct.
Read the passage. Click directly on the image for a larger version.
Identify three things that Monika is doing to minimize customer turnoffs:
Monika ensures to project a friendly helpful attitude
Monika ensures that she is knowledgeable by learning about changes in systems and procedures
Monika does her best to provide fast, efficient service.
All of the options are correct.
When customers make emotional remarks, how can you handle it? (what specifically can you do?).
Understand that the customer is just being emotional and you shouldn't worry about it at all.
Cut the customer some slack. Concentrate on listening non-defensively and actively.
Ask the customer to come back another time when they feel more calm.
Go directly to your manager.
Quality of product or service relative to cost. This is the definition of (a)
Traits of an exceptional customer service representative include:
Ability to manage knowledge and share ideas
Predisposition to continuous improvement.
Acceptance of ownership (taking responsibility).
All of the options are correct.
Even when you really want to provide exceptional customer service, barriers can get in the way. Some barriers that interfere with providing good or excellent customer service include:
Lack of adequate training
Inadequate Staffing
Insufficient authority
Serving customers on autopilot
All of the options are correct.
The way that we package a product can affect a customer's perception of value. True or False?
True
False
Keeping our word (we do what we say), is a great way to build credibility. True or False?
True
False
What two things provide a unique, long-term, sustainable competitive advantage for a company? Select the TWO options that apply:
The company’s culture
Ensuring you pay your employees well
The relationships the company fosters with its customers.
None of the options are correct.
Credibility is the quality of being trusted and believed in. True or False?
True
False
A person’s sense of a product or service’s quality relative to its cost is defined as " (a) of value"
Durability, functionality, ease-of-use, ability to accomplish what it is intended to do. These are examples of extrinsic value potentially provided by a product. True or False?
True
False
Who is most commonly responsible for system turnoffs?
Recovered customers tend to leave again anyways, so as a business, we don't have to worry when customers defect. True or False?
Customer attrition is the loss of clients or customers. True or False?
True
False
Customers today don't care too much about goodness of product fit, or products being customizable. True or False
True
False
________________ _____________: the assistance and advice provided by a company to those people who buy or use its products or services.
(a)
A company’s culture can potentially provide a unique, long-term, sustainable competitive advantage. True or False?
TRUE
FALSE
The relationships a business fosters with its customers does not impact how successful a company is in delivering excellent customer service. True or False?
TRUE
FALSE
Check all that apply:
Internal customers include:
Guests of a hotel
Volunteers
Customers of a restaurant
Employees of a company
The cost of getting a new customer is higher than cost of keeping an existing customer: True or False?
TRUE
FALSE
Check ALL that apply:
What are three consumer behaviors that reflect loyalty?
Willingness to recommend
They are highly likely to use your coupons and buy from you when you have special sales or discounts.
Repeat buying
They are highly unlikely to ever complain about you.
Resistance to defecting to a competitor.
Laziness, poor communication skills, poor time management, attitude, moodiness, lack of adequate training, inability to handle stress, insufficient authority, serving customers on autopilot, and inadequate staffing.
The above are (a) to providing excellent customer service.
(a) expectations : basic requirements of an interaction.
(a) expectations: enhancements to our primary expectations.
Making sure that you are a great teammate, easy and fun to work with is a way to build credibility. True or False?
True
False
Select ALL that apply:
Identify the three categories of customer turnoffs:
Value Turnoffs
Variable Turnoffs
System Turnoffs
People Turnoffs
Attitude Turnoffs
Select ALL that apply:
People turnoffs include:
No greeting
rude behavior
Product Price
high-pressure selling
Product quality being poor
Customers are completely intolerant and will have zero loyalty if they experience any kind of customer turnoff. True or False?
TRUE
FALSE
What percent of dissatisfied customers actually complain to a company? (a) %.
Attempts to recover a lost customer have a strong positive impact on profitability: True or False?
TRUE
FALSE
We don't have to worry about losing customers. Unrecovered customers generally don't do any damage. TRUE OR FALSE?
TRUE
FALSE
Recovered customers tend to leave anyways, so as a business, we don't have to worry when customers deflect. True or False?
TRUE
FALSE
Recovered customers are even MORE likely to stay loyal than customers who have not had a problem. TRUE OR FALSE?
TRUE
FALSE
select ALL that apply:
Customer attrition is the loss of clients or customers. Customer attrition is also commonly known as:
customer churn
customer defection
Customer Cycle
customer turnover
Customer Closure
Customers that leave you and then come back to do business with you are known as " __________- ________cycle" customers.
(a)
What are 4 reasons "second-life cycle" customers are good customers?
Are already familiar with your products and services
Have preferences (likes/dislikes) that you already know
May feel flattered at your attempt to win them back
Become comfortable doing business with you (again) more quickly than new customers
All options are correct
Customer recovery skills include the following:
Clarify the specific problem and do all you can to resolve it.
TRUE OR FALSE?
TRUE
FALSE
Saying "sorry" is often overused and can seem meaningless: it can lose its value. TRUE OR FALSE?
TRUE
FALSE
A tip for effectively saying "sorry"? or apologizing to a customer is:
Say sorry anytime something goes wrong and the customer has a complaint.
Say sorry even when it is not your fault and you don't really mean it.
Say sorry often
Be specific (say exactly what you are apologizing for.)
Select ALL that apply:
Select Three examples of phrases you can use to express empathy:
I understand how you feel
I can definitely understand why you may feel angry and upset
That will never happen again.
I see what you mean, I would feel upset as well if I were you.
I will resolve the issue immediately
The most effective phrase to express empathy would be:
I UNDERSTAND YOU
I UNDERSTAND YOUR FRUSTRATION
I UNDERSTAND
Showing your compassion about the inconvenience they experienced
Who are your customers?
Internal Customers
External Customers
Both Internal and External Customers
None of the above
Phrases that should never be used because they frustrate and anger customers.
"I am afraid you are incorrect, you don't seem to understand what I am saying"
"I don't know."
"No."
"That's no my job. / That's not my department."
All of the above
Instead of saying "I don't know," it is better to say:
"I couldn't find what you're looking for."
"Let me transfer you to my supervisor."
"That's not my scope of work."
"Let me look into this and get back to you. I will be sure to follow up with a phone call within (x)_ minutes."
If a customer expresses annoyance or frustration, your response should be:
"It's not my fault."
"Call me back."
"Calm down."
"I understand your frustration, let's see how we can solve this problem."
Customer retention is not as important as attracting new customers
TRUE
FALSE
A new customer comes into your department, but you are helping another customer. You should:
Focus all your attention on your current customer
Let the new customer wait his turn until you have completed your current sale
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you will be right with him
Help the customer who looks like he will spend the most money
