Customer Service - BIT21: Final
Assessment - Customer Service Exam
2025
Which of the following is the best example of churn? - -Rebecca has been
shopping at Shoes 'R' Us for years. She needs new running shoes and just
got a 30% off coupon in her email for Sneaker Depot. Even though Rebecca
is loyal to Shoes 'R' Us, she cannot pass up this deal and buys new shoes at
Sneaker Depot.
- CRM software can do all the following except what? - -Make the customer
choose to buy the product.
- Andros is the store manager at MegaTech. They sell home and business
appliances to customers. Each day Andros greets customers, answers
customer questions about different products, and helps with service
breakdowns either in-person, on the phone, or online. What is the term for
these customer interactions? - -Touchpoints
- Dennis is the owner of a deli and sandwich shop. He is open every day for
breakfast and lunch. However, lately, Dennis has noticed that he has a
decent number of regular customers who come and eat at his shop three
times a week. Dennis wants to reward these customers for supporting his
business, so he starts a promotion for current and new customers. After
every tenth breakfast or lunch sandwich, customers get their next sandwich
for 50% off. Dennis's current customers begin to take advantage of this deal,
and Dennis sees new customers become regular, weekly customers because
of this reward program. What strategy has Dennis implemented? - -
Customer loyalty program
- Which is NOT a component of the CRM process? - -Communal
- Which is NOT an inherently applicable characteristic for a customer service
representative?
Responses - -Extroverted personality
- The diverse nature of your customer population requires you to be
conscious of the numerous ways individuals from different cultures interact
in a customer service setting. - -True
- Which of the following scenarios would set an understandable performance
goal? - -Joaquin sets up a meeting time with his team leader when new goals
are established to ask questions and clarify any issues he may have about
the proposed goals.
Assessment - Customer Service Exam
2025
Which of the following is the best example of churn? - -Rebecca has been
shopping at Shoes 'R' Us for years. She needs new running shoes and just
got a 30% off coupon in her email for Sneaker Depot. Even though Rebecca
is loyal to Shoes 'R' Us, she cannot pass up this deal and buys new shoes at
Sneaker Depot.
- CRM software can do all the following except what? - -Make the customer
choose to buy the product.
- Andros is the store manager at MegaTech. They sell home and business
appliances to customers. Each day Andros greets customers, answers
customer questions about different products, and helps with service
breakdowns either in-person, on the phone, or online. What is the term for
these customer interactions? - -Touchpoints
- Dennis is the owner of a deli and sandwich shop. He is open every day for
breakfast and lunch. However, lately, Dennis has noticed that he has a
decent number of regular customers who come and eat at his shop three
times a week. Dennis wants to reward these customers for supporting his
business, so he starts a promotion for current and new customers. After
every tenth breakfast or lunch sandwich, customers get their next sandwich
for 50% off. Dennis's current customers begin to take advantage of this deal,
and Dennis sees new customers become regular, weekly customers because
of this reward program. What strategy has Dennis implemented? - -
Customer loyalty program
- Which is NOT a component of the CRM process? - -Communal
- Which is NOT an inherently applicable characteristic for a customer service
representative?
Responses - -Extroverted personality
- The diverse nature of your customer population requires you to be
conscious of the numerous ways individuals from different cultures interact
in a customer service setting. - -True
- Which of the following scenarios would set an understandable performance
goal? - -Joaquin sets up a meeting time with his team leader when new goals
are established to ask questions and clarify any issues he may have about
the proposed goals.
