Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
The ability of knowledgeable, capable, and enthusiastic employees
to deliver products and services to their internal and external
customers in a manner which satisfies identified and unidentified
needs and ultimately results in positive word of mouth publicity
and return business. -
correct answer ✅Customer Service
Has roots in small businesses run by artisans, peddlers, and people
living in rural areas. -
correct answer ✅Customer Service
As more technology replaces many technicians on the production
line, the need for __________ __________ will increase. -
correct answer ✅Service Jobs
Interacting with other people to exchange information and develop
contacts, especially to further one's career. -
correct answer ✅Networking
Provides ongoing training and development opportunities to
employees so they can gain and maintain cutting edge skills and
knowledge. -
correct answer ✅Learning Organization
,Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
A __________ __________ to customer service would be managers
empowering employees to do whatever is necessary to satisfy the
customer. -
correct answer ✅Proactive Approach
One __________ __________ impacting service is that today's
customers are better educated. -
correct answer ✅Societal Factor
The customer-supplier relationship refers to your connection with
__________ __________. -
correct answer ✅Internal Customers
Customer-focused organizations include all of the following except:
-
correct answer ✅strict policies that ensure employees follow
established procedures when dealing with customers.
All of the following are factors for evaluating the quality of a job
except the: -
correct answer ✅number of people in a career field.
,Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
As workplace demographics continue to shift and people move
around in a mobile society, competition for desired jobs will
__________. -
correct answer ✅Intensify
Because of the ease of transmission and exchange of information
via technology, the following two parallel job development trends
are occurring. -
correct answer ✅jobs can be geographically located away from
central manufacturing and transportation areas and
telecommunication is an option for many employees and
organizations.
Two resulting side effects of the development and improvement of
machines and computers have been the need for development of
service organizations to care for the technology and a decrease in
__________ and __________ __________ jobs. -
correct answer ✅Manufacturing and Blue Collar
Due to the fact that more __________ are entering the workforce,
many traditional roles have shifted to service providers. -
correct answer ✅Women
, Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
The key component of a customer-focused environment is
__________. -
correct answer ✅Customer
People who actively seek out, research, and buy, rent, or lease
products or services offered by your organization are known as
__________. -
correct answer ✅External
From a customer standpoint, co-workers, employees of other
departments or branches, and other people who work inside the
same organization are __________ customers. -
correct answer ✅Internal
The fastest growing age group in society is the __________. -
correct answer ✅Baby-Boomers
A __________ __________ includes the values, beliefs, norms,
rituals, and practices of an organization. -
correct answer ✅Service Culture
Questions & Answers (Grade A+)
The ability of knowledgeable, capable, and enthusiastic employees
to deliver products and services to their internal and external
customers in a manner which satisfies identified and unidentified
needs and ultimately results in positive word of mouth publicity
and return business. -
correct answer ✅Customer Service
Has roots in small businesses run by artisans, peddlers, and people
living in rural areas. -
correct answer ✅Customer Service
As more technology replaces many technicians on the production
line, the need for __________ __________ will increase. -
correct answer ✅Service Jobs
Interacting with other people to exchange information and develop
contacts, especially to further one's career. -
correct answer ✅Networking
Provides ongoing training and development opportunities to
employees so they can gain and maintain cutting edge skills and
knowledge. -
correct answer ✅Learning Organization
,Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
A __________ __________ to customer service would be managers
empowering employees to do whatever is necessary to satisfy the
customer. -
correct answer ✅Proactive Approach
One __________ __________ impacting service is that today's
customers are better educated. -
correct answer ✅Societal Factor
The customer-supplier relationship refers to your connection with
__________ __________. -
correct answer ✅Internal Customers
Customer-focused organizations include all of the following except:
-
correct answer ✅strict policies that ensure employees follow
established procedures when dealing with customers.
All of the following are factors for evaluating the quality of a job
except the: -
correct answer ✅number of people in a career field.
,Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
As workplace demographics continue to shift and people move
around in a mobile society, competition for desired jobs will
__________. -
correct answer ✅Intensify
Because of the ease of transmission and exchange of information
via technology, the following two parallel job development trends
are occurring. -
correct answer ✅jobs can be geographically located away from
central manufacturing and transportation areas and
telecommunication is an option for many employees and
organizations.
Two resulting side effects of the development and improvement of
machines and computers have been the need for development of
service organizations to care for the technology and a decrease in
__________ and __________ __________ jobs. -
correct answer ✅Manufacturing and Blue Collar
Due to the fact that more __________ are entering the workforce,
many traditional roles have shifted to service providers. -
correct answer ✅Women
, Customer Service Midterm Review Exam
Questions & Answers (Grade A+)
The key component of a customer-focused environment is
__________. -
correct answer ✅Customer
People who actively seek out, research, and buy, rent, or lease
products or services offered by your organization are known as
__________. -
correct answer ✅External
From a customer standpoint, co-workers, employees of other
departments or branches, and other people who work inside the
same organization are __________ customers. -
correct answer ✅Internal
The fastest growing age group in society is the __________. -
correct answer ✅Baby-Boomers
A __________ __________ includes the values, beliefs, norms,
rituals, and practices of an organization. -
correct answer ✅Service Culture
