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Customer Service Chapter 2 Test Questions
And Answers 100% Pass.
External customers - Answer✔the people who buy a company's products or services
internal customers - Answer✔people within an organization who rely on one another for the
information and recourses they need to perform their jobs
prospects - Answer✔people who fit the description of existing customers but are not being
served currently
demographics - Answer✔customer characteristics such as age, gender, ethnic group, income
level, family size, occupation, and educational level
service level agreements - Answer✔an agreement that specifies the services expected of each
department in a company and the time frames in which they are to be provided
Why is it important for companies to identify their main customers? Give at least three reasons -
Answer✔It is important because they can identify their prospects, analyze buying purchases, and
advertise and market items to target certain customers.
Explain the difference between external and internal customers and give one example of each. -
Answer✔The difference between external and internal customer is that external buy a businesses
items and internal rely within an organization. An example of an external is someone who buys a
sweater at a store. And an internal customer create new services.
List five organizations or groups, other than online and traditional retail stores, for which you are
an external customer. - Answer✔Restaurant, Hospital, Landscaping, Hair Salon, Nail Salon.
In addition to census data and other online resources or books, where could companies obtain
demographic information about customers? - Answer✔They could also obtain information about
customers by identifying their expectations by asking questions and getting to know about them.
From an analysis of its database information, a social networking company has discovered that
one of its fastest-growing segments of users is the 40-60 age group. How can the company use
this information to gain more users? - Answer✔The company could find many things that would
track down and help bring in more of that age group by advertising them a certain way.
Identify poor performance of errors made by employees in each department that can decrease
external customer satisfaction. - Answer✔Customer Service -Being rude or not approaching the
customer a certain way.
1|Page
Customer Service Chapter 2 Test Questions
And Answers 100% Pass.
External customers - Answer✔the people who buy a company's products or services
internal customers - Answer✔people within an organization who rely on one another for the
information and recourses they need to perform their jobs
prospects - Answer✔people who fit the description of existing customers but are not being
served currently
demographics - Answer✔customer characteristics such as age, gender, ethnic group, income
level, family size, occupation, and educational level
service level agreements - Answer✔an agreement that specifies the services expected of each
department in a company and the time frames in which they are to be provided
Why is it important for companies to identify their main customers? Give at least three reasons -
Answer✔It is important because they can identify their prospects, analyze buying purchases, and
advertise and market items to target certain customers.
Explain the difference between external and internal customers and give one example of each. -
Answer✔The difference between external and internal customer is that external buy a businesses
items and internal rely within an organization. An example of an external is someone who buys a
sweater at a store. And an internal customer create new services.
List five organizations or groups, other than online and traditional retail stores, for which you are
an external customer. - Answer✔Restaurant, Hospital, Landscaping, Hair Salon, Nail Salon.
In addition to census data and other online resources or books, where could companies obtain
demographic information about customers? - Answer✔They could also obtain information about
customers by identifying their expectations by asking questions and getting to know about them.
From an analysis of its database information, a social networking company has discovered that
one of its fastest-growing segments of users is the 40-60 age group. How can the company use
this information to gain more users? - Answer✔The company could find many things that would
track down and help bring in more of that age group by advertising them a certain way.
Identify poor performance of errors made by employees in each department that can decrease
external customer satisfaction. - Answer✔Customer Service -Being rude or not approaching the
customer a certain way.
1|Page
