©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
Customer Service: Through the Customer's
Eyes. Test Questions And Answers 100%
Pass.
Select the answer below that most accurately fills in the blank in this sentence: Most experts
estimate that a disgruntled customer will tell between
people how they were treated.
a. 1-3
b. 5-10
c. 15-20
d. 30-40 - Answer✔c. 15-20
Which of the following is the equation used to explain value?
a. Cost to company minus benefit to customer
b. Benefit to customer divided by cost to company
c. Benefit to customer minus cost to customer
d. Benefit to company multiplied by cost to customer - Answer✔c. Benefit to customer minus
cost to customer
Which of these activities is NOT associated with the cost side of the value equation?
a. Aggravation to complete the purchase
b. Time spent to complete the purchase
c. Reliability of the product
d. Not getting what you want
e. Getting what you want - Answer✔e. Getting what you want
A Forum Corporation study identified three major reasons why a customer leaves a company for
a competitor. Those three are
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, ©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
1) finding a better product, 2) finding a cheaper product and 3) too little or poor quality customer
service. Based on the information supplied in this module, what percentage of customers left a
company because of customer service issues?
a. 28 percent
b. 50 percent
c. 70 percent
d. 92 percent - Answer✔c. 70 percent
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. - Answer✔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 - Answer✔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. - Answer✔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
2|Page
Customer Service: Through the Customer's
Eyes. Test Questions And Answers 100%
Pass.
Select the answer below that most accurately fills in the blank in this sentence: Most experts
estimate that a disgruntled customer will tell between
people how they were treated.
a. 1-3
b. 5-10
c. 15-20
d. 30-40 - Answer✔c. 15-20
Which of the following is the equation used to explain value?
a. Cost to company minus benefit to customer
b. Benefit to customer divided by cost to company
c. Benefit to customer minus cost to customer
d. Benefit to company multiplied by cost to customer - Answer✔c. Benefit to customer minus
cost to customer
Which of these activities is NOT associated with the cost side of the value equation?
a. Aggravation to complete the purchase
b. Time spent to complete the purchase
c. Reliability of the product
d. Not getting what you want
e. Getting what you want - Answer✔e. Getting what you want
A Forum Corporation study identified three major reasons why a customer leaves a company for
a competitor. Those three are
1|Page
, ©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
1) finding a better product, 2) finding a cheaper product and 3) too little or poor quality customer
service. Based on the information supplied in this module, what percentage of customers left a
company because of customer service issues?
a. 28 percent
b. 50 percent
c. 70 percent
d. 92 percent - Answer✔c. 70 percent
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. - Answer✔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 - Answer✔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. - Answer✔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
2|Page
