Customer Service Representative
Test 2 Exam |25 Q’s and A’s
Of the following , the LEAST likely reason for a customer to the telephone an
organization or department is to - -Offer praise
- Customer service usually requires each of the following EXCEPT: - -
friendliness and approachability
- According to research, a typical dissatisfied customer will tell about
________ he/she is with an organization's product or service. - -10
- When a service target is provided by a manager, it is MOST important for a
service representative to know the - -purpose behind the target
- Typically, customers cause about ________ of the service and product
problems they complain about: - -1/3
- When a dissatisfied customer complains to a service representative,
making a sale is NOT considered to be good service when the: - -the
customer remains angry about the original complaint.
- As service representatives, personnel would be LEAST likely to be
responsible for: - -marketing
- When writing a memorandum on a customer complaint, ________ can be
considered optional by a service representative. - -the address of the
customer
- In most successful organization, customer service is considered PRIMARILY
to be the domain of the: - -entire organization
- According to MOST research, the cost of attracting a new customer, in
relation to the cost of retaining a current customer, is about - -five times as
much
- If a customer service representative is unable to do what a customer asks,
the representative should avoid: - -quoting organizational policy regarding
the customer's request.
- When a customer presents a service representative with a request, the
representative's FIRST reaction should usually be a(n): - -request for
clarifying information.
Test 2 Exam |25 Q’s and A’s
Of the following , the LEAST likely reason for a customer to the telephone an
organization or department is to - -Offer praise
- Customer service usually requires each of the following EXCEPT: - -
friendliness and approachability
- According to research, a typical dissatisfied customer will tell about
________ he/she is with an organization's product or service. - -10
- When a service target is provided by a manager, it is MOST important for a
service representative to know the - -purpose behind the target
- Typically, customers cause about ________ of the service and product
problems they complain about: - -1/3
- When a dissatisfied customer complains to a service representative,
making a sale is NOT considered to be good service when the: - -the
customer remains angry about the original complaint.
- As service representatives, personnel would be LEAST likely to be
responsible for: - -marketing
- When writing a memorandum on a customer complaint, ________ can be
considered optional by a service representative. - -the address of the
customer
- In most successful organization, customer service is considered PRIMARILY
to be the domain of the: - -entire organization
- According to MOST research, the cost of attracting a new customer, in
relation to the cost of retaining a current customer, is about - -five times as
much
- If a customer service representative is unable to do what a customer asks,
the representative should avoid: - -quoting organizational policy regarding
the customer's request.
- When a customer presents a service representative with a request, the
representative's FIRST reaction should usually be a(n): - -request for
clarifying information.
