Customer Service Assessment Chapter 3 Questions and Answers Rated A+

Customer Service Assessment Chapter 3 Questions and Answers Rated A+ Vocabulary Builder 1. Learned skill of interpreting the meaning behind what you hear. Active Listening 2. To restate what someone has said, using your own words, to ensure that you have understood the intended meaning. Paraphrase 3. Standard wording that addresses specific concerns Boilerplate Copy 4. Questions used to obtain information that require more than a one - word answer Open-ended Questions 5. Expressing acceptance and understanding of another person's feelings and thoughts. Empathizing 6. Questions used to confirm facts that an be answered with one-word response Closed Questions 7. Suggesting the purchase of an additional item that will complement the product or service just purchased. Cross-Selling 8. Putting the focus for a written communication on the recipient. "You Attitude" Offering a special discount if a customer increases the quantity of his order or upgrades it. Upselling 10. How can you help your customers feel important, heard, and understood? You can make help the customers feel understood by showing them you are approachable. 11. How can you avoid invading a customer's personal space if you don't know how much space that person needs? You can keep a distance of two feet away from each side so you don't invade their personal space. 12. What strategies can you use to keep your attention on your customers? You can keep your attention on the customers by trying to learn something new from each customer. 13. What is active listening? Active listening is the learned skill of interpreting the meaning behind just hearing. 14. What are open-ended questions? What are closed questions? When should you use each? Open ended questions require more than one word answer. Closed questions only require one word answers. you shall used an open ended question when your saying "where, when, who, which, why or how." And closed questions usually are used when saying "yes or no." 15. Why should all telephone calls be answered by the third ring? You don't want customers to hang up or feel like they are waiting too long to be answered an you may lose the customer to the business. 16. What information should you include in a telephone message you take for a coworker? You should take down the persons full name, department, company, phone number of the person calling. The urgency of the call and time and date, and the complete message. 17. Describe two techniques telephone sales representatives use to increase the company's profit after a sale is made. Two techniques they use is IVR and TSR's. 18. Why is telemarketing a cost effective strategy for many companies? It asks for donations or to promote merchandise. 19. What are the standard parts to a business letter? The standard parts to a business letter is the outline. 20. How are newsletters different from sales letters? Newsletters are different from sales letters because a sales letter promotes the business when a newsletter just keeps a business in mind. 21. List at least five rules of e-mail etiquette. 1. State the reason for your writing in the first line. 2. Use bullets or other formatting marks. 3. Customers may send emails to others. 4. Utilize boilerplate copy. 5. Copy address.