Customer Service Final Exam Study
Guide Questions & Answers (Grade A+)
The ability of knowledgeable, capable, and enthusiastic employees
to deliver products and services to their internal and external
clients in a manner that satisfies identified and unidentified needs
and ultimately results in positive word-of-mouth publicity and
return business is called ____. -
correct answer ✅customer service
Customer service is the ability of knowledgeable, capable, and
enthusiastic employees to deliver products and services to their
internal and external customers in a manner that satisfies identified
and unidentified needs and ultimately results in positive word-of-
mouth publicity and return business.
The term that applies to the situation in which employees are
terminated or empty positions are left unfilled once someone
leaves an organization is ____. -
correct answer ✅downsizing
Downsizing is the term applied to the situation in which employees
are terminated or empty positions are left unfilled once someone
leaves an organization.
,Customer Service Final Exam Study
Guide Questions & Answers (Grade A+)
B2B stands for ____. -
correct answer ✅Business-to-business
B2B refers to business-to-business customer service.
_____ occurs when organizations decide to have its own employees
assume functions and perform work instead of contracting out to
third parties. -
correct answer ✅Insourcing
What is offshoring? -
correct answer ✅Offshoring refers to the relocation of business
services by an organization from one country to another.
Describe "e-commerce." -
correct answer ✅It refers to an entire spectrum of companies that
market products and services on the Internet and through other
technology.
Those who actively seek out, research and buy, rent or lease
products or services offered by a business are its ____. -
correct answer ✅external customers
, Customer Service Final Exam Study
Guide Questions & Answers (Grade A+)
External customers may be current or potential customers or
clients. They are the ones who actively seek out; research; and buy,
rent, or lease products or services offered by an organization.
Employees of other departments or branches, co-workers and
other people who work within the same organization are ____. -
correct answer ✅internal customers
Internal customers are co-workers, employees of other
departments or branches, and other people who work within the
same organization.
The manner in which a company and its employees treat its
customers when delivering the company's products or other
deliverables is known as ____. -
correct answer ✅service
Stated simply, service is the manner in which a company and other
employees treat its customers and each other as they deliver the
company's deliverables.
Guide Questions & Answers (Grade A+)
The ability of knowledgeable, capable, and enthusiastic employees
to deliver products and services to their internal and external
clients in a manner that satisfies identified and unidentified needs
and ultimately results in positive word-of-mouth publicity and
return business is called ____. -
correct answer ✅customer service
Customer service is the ability of knowledgeable, capable, and
enthusiastic employees to deliver products and services to their
internal and external customers in a manner that satisfies identified
and unidentified needs and ultimately results in positive word-of-
mouth publicity and return business.
The term that applies to the situation in which employees are
terminated or empty positions are left unfilled once someone
leaves an organization is ____. -
correct answer ✅downsizing
Downsizing is the term applied to the situation in which employees
are terminated or empty positions are left unfilled once someone
leaves an organization.
,Customer Service Final Exam Study
Guide Questions & Answers (Grade A+)
B2B stands for ____. -
correct answer ✅Business-to-business
B2B refers to business-to-business customer service.
_____ occurs when organizations decide to have its own employees
assume functions and perform work instead of contracting out to
third parties. -
correct answer ✅Insourcing
What is offshoring? -
correct answer ✅Offshoring refers to the relocation of business
services by an organization from one country to another.
Describe "e-commerce." -
correct answer ✅It refers to an entire spectrum of companies that
market products and services on the Internet and through other
technology.
Those who actively seek out, research and buy, rent or lease
products or services offered by a business are its ____. -
correct answer ✅external customers
, Customer Service Final Exam Study
Guide Questions & Answers (Grade A+)
External customers may be current or potential customers or
clients. They are the ones who actively seek out; research; and buy,
rent, or lease products or services offered by an organization.
Employees of other departments or branches, co-workers and
other people who work within the same organization are ____. -
correct answer ✅internal customers
Internal customers are co-workers, employees of other
departments or branches, and other people who work within the
same organization.
The manner in which a company and its employees treat its
customers when delivering the company's products or other
deliverables is known as ____. -
correct answer ✅service
Stated simply, service is the manner in which a company and other
employees treat its customers and each other as they deliver the
company's deliverables.
