Customer Service Representative
Test 1|25 Questions and Answers
C companies with successful customer service organizations usually
experience each of the following EXCEPT - -greater response to advertising
- To be MOST useful to an organization, feedback received from customers
should be each of the following EXCEPT - -centered on internal customers
- Instead of directly saying NO to a customer, service representatives will
usually get BEST results with a reply that begins with the words: - -You can
- Once a customer problem is identified, each of the following should
become a part of the service recovery process EXCEPT: - -making whatever
promises are necessary
- The percentage of an organization's annual business that involves repeat
customers is CLOSEST to: - -65%
- Of the following, the ________ is NOT generally considered a major source of
service promise. A customer service representative organization...particular
department that delivers product to the customer. - -A particular
department that delivers product to the customer.
- A customer appears to be mildly irritated when lodging a complaint. The
MOST appropriate action for a service representative to take while
attempting resolution is to: - -enlist the customer in generating solutions
- If an organization loses one customer who normally spends $50.00 per
week, the projected result of reduction in sales for the following year will be
APPROXIMATELY: - -$2,600
- The majority of service promises originate from: - -customer service
professionals
- To arrive at a fair fix to a service problem, one should FIRST: - -listen to
the customer's description of the problem.
- Which of the following is NOT generally considered to be a function of open
questioning when dealing with a customer? - -Confirming an order
- When dealing with a customer, service representatives should generally
use the pronoun: - -I, meaning themselves, as representatives of the
organization
Test 1|25 Questions and Answers
C companies with successful customer service organizations usually
experience each of the following EXCEPT - -greater response to advertising
- To be MOST useful to an organization, feedback received from customers
should be each of the following EXCEPT - -centered on internal customers
- Instead of directly saying NO to a customer, service representatives will
usually get BEST results with a reply that begins with the words: - -You can
- Once a customer problem is identified, each of the following should
become a part of the service recovery process EXCEPT: - -making whatever
promises are necessary
- The percentage of an organization's annual business that involves repeat
customers is CLOSEST to: - -65%
- Of the following, the ________ is NOT generally considered a major source of
service promise. A customer service representative organization...particular
department that delivers product to the customer. - -A particular
department that delivers product to the customer.
- A customer appears to be mildly irritated when lodging a complaint. The
MOST appropriate action for a service representative to take while
attempting resolution is to: - -enlist the customer in generating solutions
- If an organization loses one customer who normally spends $50.00 per
week, the projected result of reduction in sales for the following year will be
APPROXIMATELY: - -$2,600
- The majority of service promises originate from: - -customer service
professionals
- To arrive at a fair fix to a service problem, one should FIRST: - -listen to
the customer's description of the problem.
- Which of the following is NOT generally considered to be a function of open
questioning when dealing with a customer? - -Confirming an order
- When dealing with a customer, service representatives should generally
use the pronoun: - -I, meaning themselves, as representatives of the
organization
