Customer Service final UPDATED Actual Exam Questions and CORRECT Answers

Customer Service final UPDATED Actual
Exam Questions and CORRECT Answers
1. Customers demand exceptional _______________. - CORRECT ANSWER✔✔- service


1. Every customer experience is _____________; however, all customers expect a quality
product, reliable timely service, and reasonable prices. - CORRECT ANSWER✔✔- unique


1. CSR refers to ______________ ______________ ______________. - CORRECT
ANSWER✔✔- customer service represents


1. "Our customers are #1" is an example of a(n) ____________ ____________. - CORRECT
ANSWER✔✔- mission statement


1. A(n) ____________ ______________ is a collection of demographic information that
explains who the customers are and what they want in terms of service. - CORRECT
ANSWER✔✔- customer profile


1. _____________ customers are persons or organizations that purchase and use a company's
products and services. - CORRECT ANSWER✔✔- extrenal


1. Customer service media such as Twitter, Facebook, and blogs are used as ___________
tools on the Internet. - CORRECT ANSWER✔✔- listening


1. Examples of customer _____________ _____________ are in person, on the phone, and
online. - CORRECT ANSWER✔✔- control points


1. According to the Bureau of Labor Statistics, there is a high demand for ___________-
related jobs. - CORRECT ANSWER✔✔- service


1. The purchase of labor from a source outside of the company rather than using the
company's own staff is called ______________. - CORRECT ANSWER✔✔- out source

, 1. Repeating back what is said using other words for clarification is called
_______________. - CORRECT ANSWER✔✔- paraphase


1. _____________ is defined as the pattern of collective character, behavioral,
temperamental, emotional, and mental traits of a person. - CORRECT ANSWER✔✔-
personality


1. People known for being systematic, well organized, and deliberate are described as having
_______________ personality type. - CORRECT ANSWER✔✔- analitical


1. People who want to build relationships, love to give others support and attention, value
suggestions from others, and fear disagreement are described having ____________
personality type. - CORRECT ANSWER✔✔- amiable


______________ ______________ is the generation that has been highly nurtured by family
and others, and uses the Internet as their medium for communicating, entertaining, and
learning - CORRECT ANSWER✔✔- generation x


1. ______________ ______________ is the generation that is also called Millennials. -
CORRECT ANSWER✔✔- generation y


2. Because rules differ among _______________ about how to talk to and act toward others,
service communication problems arise. - CORRECT ANSWER✔✔- cultures


1. _____________ _____________ is the generation that consists of consumers who are
typically more loyal and prefer not to shop online because they may not be very computer
savvy. - CORRECT ANSWER✔✔- generation x


1. The beliefs about service a customer has before a transaction are called __________
____________. - CORRECT ANSWER✔✔- customer expectations


1. An episode in which a customer comes in contact with any aspect of the company, however
remote, and thereby has an opportunity to form an impression is a moment of ___________. -
CORRECT ANSWER✔✔- truth