Eastern Gateway Community College

Customer Service in Organizations_Module Quiz_Unit 1 Score for this attempt: 20 out of 20 Question 1 Effective communication, good interpersonal abilities, and________________ are basic qualifications to become a customer service worker.  fundamental computer and telephone skills Question 2 A customer service worker may work from a manual that provides solutions to problems.  True Question 3 There are more than 2 m

Building Customer Relationships_ Module Quiz_Unit 1_Lesson 2 Score for this attempt: 20 out of 20 Question 1 Success as a customer service worker depends on the ability to connect with customers on a personal level.  True Question 2 The largest majority of customers who leave a company for good say the primary reason was.  bad service from just one employee Question 3 It can cost five times as much to attract a new customer as it costs to keep an old one.  True Question 4 A...

Understanding the Customer_Module Quiz_ Unit 2_ Lesson 3 Question 1 Marketing is in the need-fulfilling business.  False Question 2 A customer service worker who helps a customer to better understand their purchased product or service is fulfilling a customer need.  True Question 3 A basic deficiency of a particular essential item is known as a need.  True Question 4 To provide

Verbal and Nonverbal Communication_ Module Quiz_Unit 2_Lesson 4 Question 1 The tone of voice you use when dealing with customers is especially important on the phone, when nonverbal cues are missing from the conversation.  True Question 2 Customer service agents should strive to smile at all times when dealing with a customer, even when the customer is expressing anger or frustration.  False Question 3 You can better understand the full meaning of a message by paying special atte...

Professionalism in Difficult Situations_ Module Quiz_ Unit 3_Lesson 5 Question 1 Which of the following describes a customer who is excited about a customer service experience?  A customer can't wait to tell his friend about a recent hotel stay and vacation. Question 2 Which is an example of a level of remediation that can be provided to a customer to equal his or her loss?  Offer a discount on products or services. Question 3 Which is an example of a baseline service?  guid...

Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 Question 1 The transformation of the internet into a social platform has resulted in a power shift from sellers to buyers.  True Question 2 Customer relationsh

Dealing with Diverse Customers_Module Quiz_Unit 4_Lesson7 Question 1 _____refers to how openly a society or culture accepts or does not accept differences between people, as in hierarchies in the workplace or in politics.  Power distance Question 2 People in the United States and Canada tend to give relatively less emphasis to nonverbal communication, such as eye contact and posture.  True Question 3 A system of shared values, beliefs, and rituals that are learned and passed on t...

Customer Service and Electronic Media Module Quiz_Unit 5_Lesson 9 Question 1 Because the phone can rob your voice of some of its natural expressiveness and energy, you should be sure to compensate by increasing the energy and enthusiasm in your voice.  True Question 2 Maria wants to use the communication medium with the highest social presence. Which of the following should she choose?  live chat Question 3 With the increased popularity of the Internet as a way conduct business...

Teamwork in Customer Service Module Quiz_Unit 5_Lesson 10 Question 1 _____is a critical characteristic of a productive team.  A clear purpose Question 2 Which should be most strongly considered when selecting a team member for a work project?  the person's experience level Question 3 A sense of unity emerges during which stage?  norming Question 4 If two team members who don't care for each other disagree about whose idea is best, it is a(n) conflict.  emotional Que...

Time Management and Healthy Work Habits_Unit 6_Lesson 11 Question 1 How can people protect themselves from the stresses associated with being at work all day?  Visualize leaving all cares at work. Question 2 Time management is classified as a hard skill.  False Question 3 At which time should employees schedule important tasks where interruptions need to be at a minimum?  first thing in the morning Question 4 When team members promote positive attitudes, the entire team ten...