WorksheetsBizE 3.03 Customer Service
Total questions: 20
Worksheet time: 10mins
What is the term for the values and ideals that an organization encourages among its employees?
Customer loyalty
Corporate culture
Customer service
Productivity
Which term describes polite behavior and good manners?
Courtesy
Patronage
Proactive
Touchpoints
What is the term for a customer's preference for a business, usually expressed in regular purchases?
Customer relations
Customer loyalty
Internal customers
Word-of-mouth promotion
What do we call all the activities a business engages in to interact with its customers?
Customer service
Customer relations
Corporate culture
Productivity
Which term refers to activities and benefits provided by a business to its customers to create goodwill and satisfaction?
Customer service
Customer-centric
Patronage
Proactive
What does it mean when a business is described as customer-centric?
Focused on employee needs
Focused on customer needs and wants
Focused on increasing productivity
Focused on internal processes
Who are considered internal customers in a business context?
Regular customers
Employees working cooperatively
Suppliers
Competitors
What is the term for loyalty to a particular business?
Customer loyalty
Patronage
Courtesy
Touchpoints
What does it mean to be proactive in a business environment?
Reacting to problems
Adapting to the environment in advance
Ignoring opportunities
Focusing on internal customers
What is productivity in a business context?
The amount and value of goods and services produced from set resources
The number of employees in a company
The level of customer satisfaction
The amount of sales generated
What are touchpoints in the context of customer relations?
Points of sale
Opportunities to connect with customers and reinforce brand value
Internal meetings
Employee training sessions
What is word-of-mouth promotion?
Advertising through social media
Promotion by customers who tell others of their satisfaction
Paid advertisements
Direct mail marketing
Which of the following is NOT a component of customer service?
Creating goodwill
Providing benefits
Ignoring customer feedback
Ensuring customer satisfaction
What is the primary focus of a customer-centric business?
Increasing employee benefits
Meeting customer needs and wants
Reducing production costs
Expanding market share
Which term describes the act of adapting to the environment in advance of events?
Reactive
Proactive
Passive
Defensive
What is the role of internal customers in a business?
To purchase products
To work cooperatively to achieve business goals
To provide external feedback
To manage customer complaints
Which of the following best describes customer loyalty?
Occasional purchases from a business
Regular preference for a business
One-time purchase
Indifference to business offerings
What is the main goal of customer relations activities?
To increase production
To interact with customers
To reduce costs
To train employees
Which of the following is an example of word-of-mouth promotion?
A customer posting a positive review online
A business running a TV ad
A company sending out newsletters
A store offering discounts
What is the significance of touchpoints in customer service?
They are irrelevant to customer satisfaction
They are opportunities to connect with customers
They are internal business processes
They are points of sale only
