Customer Service: Through the Customer's Eyes -
Exam Questions with Verified Correct Answers |
Guaranteed A+
Lifetime Value, in reference to one of your customers, is defined as:
a. How important the customer is to your business.
b. The total length of time a customer does business with your company.
c. The average amount of money a customer will spend with your business over the
course of his or her life.
d. The value your company perceives each customer has. - ✔✔c. The average amount
of money a customer will spend with your business over the course of his or her life.
According to information supplied in this module, what happens to customers who do
complain and have their complaints resolved?
a. Most become loyal customers.
b. The majority become stockholders.
c. More than half are never heard from again.
d. The majority will file at least one more - ✔✔a. Most become loyal customers.
Based on the first example with Mark, the plant manager, and Dan, the parts supplier,
select all of the following that you think Mark would say apply to Dan.
a. Dan was indecisive and unconcerned.
b. Dan offered no definite solutions.
c. He did not call Mark in a timely manner.
d. Dan did what Mark needed. - ✔✔a. Dan was indecisive and unconcerned.
b. Dan offered no definite solutions.
, c. He did not call Mark in a timely manner.
Select all of the following that are basic components of "Value" to a customer:
a. Price
b. Quality
c. Purchase experience
d. Free merchandise
e. Web access - ✔✔a. Price
b. Quality
c. Purchase experience
Based on the second example between Mark and Dan, check all the things that Dan did
to improve Mark's experience as a customer:
a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution. - ✔✔a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution.
Select the statement that best defines, "It is
better to underpromise and overdeliver, than to overpromise and underdeliver."
a. Tell the customer you will try, be realistic but instill a sense of confidence that their
minimum request will be met. Then meet this minimum request plus bonus benefits.
Exam Questions with Verified Correct Answers |
Guaranteed A+
Lifetime Value, in reference to one of your customers, is defined as:
a. How important the customer is to your business.
b. The total length of time a customer does business with your company.
c. The average amount of money a customer will spend with your business over the
course of his or her life.
d. The value your company perceives each customer has. - ✔✔c. The average amount
of money a customer will spend with your business over the course of his or her life.
According to information supplied in this module, what happens to customers who do
complain and have their complaints resolved?
a. Most become loyal customers.
b. The majority become stockholders.
c. More than half are never heard from again.
d. The majority will file at least one more - ✔✔a. Most become loyal customers.
Based on the first example with Mark, the plant manager, and Dan, the parts supplier,
select all of the following that you think Mark would say apply to Dan.
a. Dan was indecisive and unconcerned.
b. Dan offered no definite solutions.
c. He did not call Mark in a timely manner.
d. Dan did what Mark needed. - ✔✔a. Dan was indecisive and unconcerned.
b. Dan offered no definite solutions.
, c. He did not call Mark in a timely manner.
Select all of the following that are basic components of "Value" to a customer:
a. Price
b. Quality
c. Purchase experience
d. Free merchandise
e. Web access - ✔✔a. Price
b. Quality
c. Purchase experience
Based on the second example between Mark and Dan, check all the things that Dan did
to improve Mark's experience as a customer:
a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution. - ✔✔a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution.
Select the statement that best defines, "It is
better to underpromise and overdeliver, than to overpromise and underdeliver."
a. Tell the customer you will try, be realistic but instill a sense of confidence that their
minimum request will be met. Then meet this minimum request plus bonus benefits.
