Free Printable CSR Semester Exam 1 Review: Tuesday

Worksheets

CSR Semester Exam 1 Review: Tuesday

Total questions: 10

Worksheet time: 5mins

Name

Class

Date

What is the difference between a "product" and a "service?"

A product is tangible and consumed, while a service is an intangible and experienced.

A product is temporary, while a service is permanent.

A product is digital, while a service is physical.

A product is a service, while a service is a product.

What is the difference between a "customer" and a "consumer?"

A customer is a business buyer, while a consumer is an individual buyer

A customer and a consumer are the same thing

A customer purchases goods or services, while a consumer is the end user of the product or service.

A customer is only interested in purchasing products, while a consumer is only interested in using services

What is the "customer experience?"

The overall interaction and satisfaction that a customer has with a company's products, services, and brand.

The number of customers a company has

The color scheme of a company's logo

The amount of money a customer spends on a company's products

What is CRM or "Customer Relationship Management?"

A type of software used for managing employee schedules

A method for tracking inventory in a warehouse

A system for organizing company financial records

A strategy for managing a company's relationships and interactions with customers and potential customers.

What is the difference between "empathy" and "sympathy?"

Empathy and sympathy are the same thing.

Empathy is ignoring the feelings of others, while sympathy is feeling compassion, sorrow, or pity for others.

Empathy is feeling anger towards others, while sympathy is feeling compassion, sorrow, or pity for others.

Empathy is understanding and sharing the feelings of others, while sympathy is feeling sorrow, or pity for others.

Choose the characteristics of "effective communication."

Active listening, clear and concise messaging, empathy, nonverbal cues, and feedback

Using complicated language and jargon

Yelling and interrupting

Ignoring the other person's feelings

What's the best way to handle a customer complaint?

Argue with the customer and defend your company

Listen actively, empathize, apologize, and find a solution

Blame the customer for the issue

Ignore the complaint and hope it goes away

What is "stress management?"

Exercising excessively to avoid dealing with stress

Techniques and strategies used to cope with and reduce stress

Ignoring stress and hoping it goes away

Eating junk food and watching TV

What is "branding?"

the process of removing the logo from a product.

the process of creating a unique name, symbol, design, or combination of these, that identifies and differentiates a product, service, or company from its competitors.

the process of changing a company's name.

the act of herding cattle.

10.

What is a "target market?"

A specific group of consumers that a company aims to reach with its products and marketing efforts.

A type of archery competition

The center of a shooting range

A specific brand of marketing software

100 %

CSR Semester Exam 1 Review: Tuesday

Total questions: 10

Worksheet time: 5mins

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