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Customer Service Chapter 2 Assessment Test
Questions And Answers 100% Pass.
Joint interviews with top customers to gather feedback - Answer✔f. focus groups
All of the people who buy a company's products or services - Answer✔d. external customers
People who fit the description of current customers but who are not being served - Answer✔h.
prospects
Statistical characteristics, such as age and income level, of customers - Answer✔b.
demographics
People within a company who rely on each other for the information and resources they need to
perform their jobs - Answer✔g. internal customers
Characteristics of a product or service, such as size or power - Answer✔e. features
Advantages a customer gains from using a product or service - Answer✔a. benefits
Contract between departments specifying the service expected of each department and the time
frame in which it is to be provided - Answer✔i. service level agreement
What are demographics? - Answer✔Demographics are customer characteristics such as age,
gender, ethnic group, income level, family size,occupation, and educational level.
What can companies learn about current customers by reviewing demographics and database
information? - Answer✔A company can learn what customers buy and don't buy, and when they
buy. They can also learn what features and benefits they want in products and services and what
type of advertising and marketing works with them.
How can frontline employees help businesses create a description of their external customers? -
Answer✔They can ask external customers for demographic information and entering it into the
company's database. Also keep the product or service to the customers liking.
As an employee, how can you help your internal customers perform their jobs well? -
Answer✔By asking them what you can do to make their work easier, and then following
through. You can provide them with information they do not have but need.
List at least two reasons why companies survey their existing customers. - Answer✔1. To make
any improvements to the company, products, or services
1|Page
Customer Service Chapter 2 Assessment Test
Questions And Answers 100% Pass.
Joint interviews with top customers to gather feedback - Answer✔f. focus groups
All of the people who buy a company's products or services - Answer✔d. external customers
People who fit the description of current customers but who are not being served - Answer✔h.
prospects
Statistical characteristics, such as age and income level, of customers - Answer✔b.
demographics
People within a company who rely on each other for the information and resources they need to
perform their jobs - Answer✔g. internal customers
Characteristics of a product or service, such as size or power - Answer✔e. features
Advantages a customer gains from using a product or service - Answer✔a. benefits
Contract between departments specifying the service expected of each department and the time
frame in which it is to be provided - Answer✔i. service level agreement
What are demographics? - Answer✔Demographics are customer characteristics such as age,
gender, ethnic group, income level, family size,occupation, and educational level.
What can companies learn about current customers by reviewing demographics and database
information? - Answer✔A company can learn what customers buy and don't buy, and when they
buy. They can also learn what features and benefits they want in products and services and what
type of advertising and marketing works with them.
How can frontline employees help businesses create a description of their external customers? -
Answer✔They can ask external customers for demographic information and entering it into the
company's database. Also keep the product or service to the customers liking.
As an employee, how can you help your internal customers perform their jobs well? -
Answer✔By asking them what you can do to make their work easier, and then following
through. You can provide them with information they do not have but need.
List at least two reasons why companies survey their existing customers. - Answer✔1. To make
any improvements to the company, products, or services
1|Page
