Customer Service: Customer Service
Representative Unit 3 Exam Questions &
Answers (Grade A+)
How does the customer experience impact the company? -
correct answer ✅It affects every area of the customer's
relationship with the company.
How does a great attitude help you with customers? -
correct answer ✅It will help to grow your relationship with
customers.
Effective communication includes: -
correct answer ✅Listening to and focusing on everything a
customer has to say without interruption.
Does the same thing work for every customer? -
correct answer ✅No, you must be able to change your technique
based on the customer's needs.
What type of language should be used with the customer? -
correct answer ✅Positive language is best to use with the
customer.
, Customer Service: Customer Service
Representative Unit 3 Exam Questions &
Answers (Grade A+)
Why should you ask questions? -
correct answer ✅To gain more information and make sure you
understand the customer's issue and meet their needs.
If you can't ask all the questions you'd like, what should you do? -
correct answer ✅Ask as many as you can and make the best
decision you can with the information you have.
How can you improve your typing skills? -
correct answer ✅Using the right techniques and finding the right
online tools.
What does CRM stand for and how is it handled? -
correct answer ✅Customer Relationship Management. With
software.
List two daily CSR tasks. -
correct answer ✅Answers could include: manage time well and
help customers to the best of my ability.
Representative Unit 3 Exam Questions &
Answers (Grade A+)
How does the customer experience impact the company? -
correct answer ✅It affects every area of the customer's
relationship with the company.
How does a great attitude help you with customers? -
correct answer ✅It will help to grow your relationship with
customers.
Effective communication includes: -
correct answer ✅Listening to and focusing on everything a
customer has to say without interruption.
Does the same thing work for every customer? -
correct answer ✅No, you must be able to change your technique
based on the customer's needs.
What type of language should be used with the customer? -
correct answer ✅Positive language is best to use with the
customer.
, Customer Service: Customer Service
Representative Unit 3 Exam Questions &
Answers (Grade A+)
Why should you ask questions? -
correct answer ✅To gain more information and make sure you
understand the customer's issue and meet their needs.
If you can't ask all the questions you'd like, what should you do? -
correct answer ✅Ask as many as you can and make the best
decision you can with the information you have.
How can you improve your typing skills? -
correct answer ✅Using the right techniques and finding the right
online tools.
What does CRM stand for and how is it handled? -
correct answer ✅Customer Relationship Management. With
software.
List two daily CSR tasks. -
correct answer ✅Answers could include: manage time well and
help customers to the best of my ability.
