Customer Service final PASSED Actual
Exam Questions and CORRECT Answers
When a person receives bad customer service, what is he or she most likely to do? -
CORRECT ANSWER✔✔- never do business with the comany again
True or False? Finding a new customer is cheaper than keeping an existing one? - CORRECT
ANSWER✔✔- false
Let's assume your company manufactures and sells heavy construction equipment. Select all
of the following that could be considered customers of your company: - CORRECT
ANSWER✔✔- The construction company that is the contractor for building the building.
The union which provides the skilled
labor for your company.
The heavy equipment dealer who is a supplier to the contractor
What is the MOST LIKELY reason why a customer would never patronize your business
again? - CORRECT ANSWER✔✔- Received poor customer service.
True or False? A Final Customer is a person who purchases the product or service that your
organization produces or provides. - CORRECT ANSWER✔✔- true
True or False? An Intermediate Customer is a potential customer who has NOT purchased
your product or service yet but is likely to do so. - CORRECT ANSWER✔✔- false
True or False? An Internal Customer is a person who works for your organization and carries
out functions on the way to the intermediate or final customers. - CORRECT ANSWER✔✔-
Select the answer below that most
accurately fills in the blank in this
sentence: Most experts estimate that a
, disgruntled customer will tell between
________ people how they were treated.
Question 8 options: - CORRECT ANSWER✔✔- True
Which of the following is the equation
used to explain value? - CORRECT ANSWER✔✔- Benefit to customer minus cost to
customer
A Forum Corporation study identified three
major reasons why a customer leaves a
company for a competitor. Those three are
1) finding a better product, 2) finding a
cheaper product and 3) too little or poor
quality customer service. Based on the
information supplied in this module, what
percentage of customers left a company
because of customer service issues? - CORRECT ANSWER✔✔- 70 percent
True or False? Consumers are generally happy with the value of services that they receive. -
CORRECT ANSWER✔✔- false
True or False? Consumers are generally happy with the value of products that they receive. -
CORRECT ANSWER✔✔- true
True or False? A company is more likely to do business with another company that offers the
best customer service over the best price. - CORRECT ANSWER✔✔- true
True or False? Most customers beleive that COST is more important than SERVICE when
they are buying a service rather than a product. - CORRECT ANSWER✔✔- false
Exam Questions and CORRECT Answers
When a person receives bad customer service, what is he or she most likely to do? -
CORRECT ANSWER✔✔- never do business with the comany again
True or False? Finding a new customer is cheaper than keeping an existing one? - CORRECT
ANSWER✔✔- false
Let's assume your company manufactures and sells heavy construction equipment. Select all
of the following that could be considered customers of your company: - CORRECT
ANSWER✔✔- The construction company that is the contractor for building the building.
The union which provides the skilled
labor for your company.
The heavy equipment dealer who is a supplier to the contractor
What is the MOST LIKELY reason why a customer would never patronize your business
again? - CORRECT ANSWER✔✔- Received poor customer service.
True or False? A Final Customer is a person who purchases the product or service that your
organization produces or provides. - CORRECT ANSWER✔✔- true
True or False? An Intermediate Customer is a potential customer who has NOT purchased
your product or service yet but is likely to do so. - CORRECT ANSWER✔✔- false
True or False? An Internal Customer is a person who works for your organization and carries
out functions on the way to the intermediate or final customers. - CORRECT ANSWER✔✔-
Select the answer below that most
accurately fills in the blank in this
sentence: Most experts estimate that a
, disgruntled customer will tell between
________ people how they were treated.
Question 8 options: - CORRECT ANSWER✔✔- True
Which of the following is the equation
used to explain value? - CORRECT ANSWER✔✔- Benefit to customer minus cost to
customer
A Forum Corporation study identified three
major reasons why a customer leaves a
company for a competitor. Those three are
1) finding a better product, 2) finding a
cheaper product and 3) too little or poor
quality customer service. Based on the
information supplied in this module, what
percentage of customers left a company
because of customer service issues? - CORRECT ANSWER✔✔- 70 percent
True or False? Consumers are generally happy with the value of services that they receive. -
CORRECT ANSWER✔✔- false
True or False? Consumers are generally happy with the value of products that they receive. -
CORRECT ANSWER✔✔- true
True or False? A company is more likely to do business with another company that offers the
best customer service over the best price. - CORRECT ANSWER✔✔- true
True or False? Most customers beleive that COST is more important than SERVICE when
they are buying a service rather than a product. - CORRECT ANSWER✔✔- false
