Saylor academy final Exam Questions and
Answers with Verified Solutions | Latest
Updated 2026
What should you strive to do as an C. Both A and B
effective customer service worker?
Select one:
a. Be knowledgeable about the
options you can offer to resolve
your
customer's problems.
b. Understand the needs of your
customers as well as your
company's
services and products.
C. Both A and B
d. Neither A nor B
,What might be a poor service C. Delay Responding to a customer and
strategy for resolving customer hope the
problems? problem solves itself
Select one:
a. Carefully listen to and
empathize
with your customer's problem.
b. Treat customers as partners,
and
work together to find a satisfactory
solution.
c. Delay responding to a customer
and hope the problem solves itself.
d. Once a solution is identified,
take
control and make it happen.
Which of these is least likely to c. Pass your customers to several others
increase favorable impressions in your
and department for more options.
satisfaction for your customers?
Select one:
a. Provide them your full attention.
b. Handle their questions and
complaints effectively.
c. Pass your customers to several
others in your department for more
options.
d. Treat your customers with
respect.
, What are typical work locations for d. Both B and C
a
customer service provider?
Select one:
a. A back-room stocking station
b. A customer service center
outfitted with a computer,
telephone
and headset
C. A retail-store welcome desk
d. Both B and C
How might empathy impact b. An appropriate level of empathy
effective enhances
customer relations? customer service.
Select one:
a. It's inappropriate- there's no
need
to get personal.
b. An appropriate level of empathy
enhances customer service.
c. It provides a means for your
customer to directly blame you for
their problem.
d. It makes your customers feel
you
are not on their side.
Which are examples of customer C. Call center representatives
service workers?
Select one:
a. Corporate accountants
b. Product engineers
C. Call center representatives
d. Crop specialists
Answers with Verified Solutions | Latest
Updated 2026
What should you strive to do as an C. Both A and B
effective customer service worker?
Select one:
a. Be knowledgeable about the
options you can offer to resolve
your
customer's problems.
b. Understand the needs of your
customers as well as your
company's
services and products.
C. Both A and B
d. Neither A nor B
,What might be a poor service C. Delay Responding to a customer and
strategy for resolving customer hope the
problems? problem solves itself
Select one:
a. Carefully listen to and
empathize
with your customer's problem.
b. Treat customers as partners,
and
work together to find a satisfactory
solution.
c. Delay responding to a customer
and hope the problem solves itself.
d. Once a solution is identified,
take
control and make it happen.
Which of these is least likely to c. Pass your customers to several others
increase favorable impressions in your
and department for more options.
satisfaction for your customers?
Select one:
a. Provide them your full attention.
b. Handle their questions and
complaints effectively.
c. Pass your customers to several
others in your department for more
options.
d. Treat your customers with
respect.
, What are typical work locations for d. Both B and C
a
customer service provider?
Select one:
a. A back-room stocking station
b. A customer service center
outfitted with a computer,
telephone
and headset
C. A retail-store welcome desk
d. Both B and C
How might empathy impact b. An appropriate level of empathy
effective enhances
customer relations? customer service.
Select one:
a. It's inappropriate- there's no
need
to get personal.
b. An appropriate level of empathy
enhances customer service.
c. It provides a means for your
customer to directly blame you for
their problem.
d. It makes your customers feel
you
are not on their side.
Which are examples of customer C. Call center representatives
service workers?
Select one:
a. Corporate accountants
b. Product engineers
C. Call center representatives
d. Crop specialists
