Customer Service: Introduction to
Customer Service Unit 1 Exam
Questions & Answers (Grade A+)
What is customer experience? -
correct answer ✅The product (thoughts and feelings) of an
interaction between an organization and a customer.
How much does customer service impact the customer experience?
-
correct answer ✅It has a major impact. It can affect repeat
business and referrals.
What is customer service? -
correct answer ✅The assistance and advice provided by a
company to those people who buy or use its products or services.
What is in-person customer service? -
correct answer ✅Any interaction where the customer and an
employee are face-to-face.
What is virtual customer service? -
correct answer ✅Any interaction where the customer and an
employee are not face-to-face.
, Customer Service: Introduction to
Customer Service Unit 1 Exam
Questions & Answers (Grade A+)
What do customers typically notice during in-person interactions? -
correct answer ✅Appearance, work space, facial expressions, body
language, word choice and tone.
What do customers typically notice during virtual interactions? -
correct answer ✅Word choice and tone.
Why are manners important? -
correct answer ✅Customers will appreciate it and it will send a
powerful message.
What phrases are good phrases to use to show good manners and
courtesy? -
correct answer ✅Please, thank you, excuse me, I'm sorry, sir,
ma'am, and yes.
How does believing in yourself affect your attitude? -
correct answer ✅If you have good feelings about yourself it will
positively affect the way you deal with customers.
Customer Service Unit 1 Exam
Questions & Answers (Grade A+)
What is customer experience? -
correct answer ✅The product (thoughts and feelings) of an
interaction between an organization and a customer.
How much does customer service impact the customer experience?
-
correct answer ✅It has a major impact. It can affect repeat
business and referrals.
What is customer service? -
correct answer ✅The assistance and advice provided by a
company to those people who buy or use its products or services.
What is in-person customer service? -
correct answer ✅Any interaction where the customer and an
employee are face-to-face.
What is virtual customer service? -
correct answer ✅Any interaction where the customer and an
employee are not face-to-face.
, Customer Service: Introduction to
Customer Service Unit 1 Exam
Questions & Answers (Grade A+)
What do customers typically notice during in-person interactions? -
correct answer ✅Appearance, work space, facial expressions, body
language, word choice and tone.
What do customers typically notice during virtual interactions? -
correct answer ✅Word choice and tone.
Why are manners important? -
correct answer ✅Customers will appreciate it and it will send a
powerful message.
What phrases are good phrases to use to show good manners and
courtesy? -
correct answer ✅Please, thank you, excuse me, I'm sorry, sir,
ma'am, and yes.
How does believing in yourself affect your attitude? -
correct answer ✅If you have good feelings about yourself it will
positively affect the way you deal with customers.
