Customer Service Certification Exam
Graded A+ Latest Updated
_________ is usually the biggest obstacle with the least validity - ANSWER-fear
"fear of the unknown" is usually a learned emotion, based solely on a/an __________ of
past experiences - ANSWER-generalization
a business which offers a help-desk service for buyers of its products, then reduces the
help desk pool so that callers must be on hold for long periods of time is: - ANSWER-
cheating the public and their customers
a complaint is called what kind of feedback? - ANSWER-negative
a disadvantage of formal training of employee is: - ANSWER-the employee is away
from his job place
a good way to punish a deadbeat customer who didn't pay his service bill is to: -
ANSWER-take him or her to small claims court
a person who acts as a bully in the workplace is often that way because: - ANSWER-of
his or her feeling of incomplete
a person with a sanguine personality is ideally suited for a sales job - ANSWER-true
a priority matrix designed for one department: - ANSWER-cannot be used by any other
department
a store display is at least 10-12 yards from the wall receptacle that is t be used. The
best extension cords(s) to use would be: - ANSWER-one 50 foot #10 cord
an effective team leader could deal with conflict by: - ANSWER-immediately rectifying it
an excellent way to get ahead at work is to socialize with your customer - ANSWER-
false
an organization may be required by law to keep what kind of data? - ANSWER-
employee records
hazardous waste disposal
A&B
Asking clients to demonstrate what they understand, is not a good policy - ANSWER-
false
, Because customer service is a complex and demanding field, it requires the successful
CSS to posses which of the following traits. - ANSWER-intelligence
Before you can solve a customer's problem, you need to find out: - ANSWER-who
he/she is
what is the nature of his/her situation
when the problem occurred
ALL THE ABOVE
by saving just 5 mins a day for 5 days per week you would? - ANSWER-have saved
and gained 21 hours by the end of the year
Cold telephones calls are classified as a _______ marketing tool - ANSWER-
telemarketing
communication and customer service go hand-in-hand because: - ANSWER-
communicating can help solve problems
good communication promotes respect
a company can judge by the ability of its employees to communicate
ALL THE ABOVE
company loyalty requires an employee to: - ANSWER-stay on the same page with
shifting company goals.
company policies are rules within the company that govern how the business and
employees are expected to behave - ANSWER-true
company policies protest the company and employee from - ANSWER-liability
company policies should be: - ANSWER-available
complete destruction of records stored on magnetic media involves - ANSWER-
degaussing
Continuous improvement in the customer service picture means: - ANSWER-using
customers feedback to improve the overall operations of the company, its products and
services
corporate policies are based on what? - ANSWER-mission statement
strategic goals
B&C
developing routines is a bad idea because you can get stuck in them - ANSWER-false
during an interview, which of the following would probably be LEAST considered? -
ANSWER-night school electronics classes
Graded A+ Latest Updated
_________ is usually the biggest obstacle with the least validity - ANSWER-fear
"fear of the unknown" is usually a learned emotion, based solely on a/an __________ of
past experiences - ANSWER-generalization
a business which offers a help-desk service for buyers of its products, then reduces the
help desk pool so that callers must be on hold for long periods of time is: - ANSWER-
cheating the public and their customers
a complaint is called what kind of feedback? - ANSWER-negative
a disadvantage of formal training of employee is: - ANSWER-the employee is away
from his job place
a good way to punish a deadbeat customer who didn't pay his service bill is to: -
ANSWER-take him or her to small claims court
a person who acts as a bully in the workplace is often that way because: - ANSWER-of
his or her feeling of incomplete
a person with a sanguine personality is ideally suited for a sales job - ANSWER-true
a priority matrix designed for one department: - ANSWER-cannot be used by any other
department
a store display is at least 10-12 yards from the wall receptacle that is t be used. The
best extension cords(s) to use would be: - ANSWER-one 50 foot #10 cord
an effective team leader could deal with conflict by: - ANSWER-immediately rectifying it
an excellent way to get ahead at work is to socialize with your customer - ANSWER-
false
an organization may be required by law to keep what kind of data? - ANSWER-
employee records
hazardous waste disposal
A&B
Asking clients to demonstrate what they understand, is not a good policy - ANSWER-
false
, Because customer service is a complex and demanding field, it requires the successful
CSS to posses which of the following traits. - ANSWER-intelligence
Before you can solve a customer's problem, you need to find out: - ANSWER-who
he/she is
what is the nature of his/her situation
when the problem occurred
ALL THE ABOVE
by saving just 5 mins a day for 5 days per week you would? - ANSWER-have saved
and gained 21 hours by the end of the year
Cold telephones calls are classified as a _______ marketing tool - ANSWER-
telemarketing
communication and customer service go hand-in-hand because: - ANSWER-
communicating can help solve problems
good communication promotes respect
a company can judge by the ability of its employees to communicate
ALL THE ABOVE
company loyalty requires an employee to: - ANSWER-stay on the same page with
shifting company goals.
company policies are rules within the company that govern how the business and
employees are expected to behave - ANSWER-true
company policies protest the company and employee from - ANSWER-liability
company policies should be: - ANSWER-available
complete destruction of records stored on magnetic media involves - ANSWER-
degaussing
Continuous improvement in the customer service picture means: - ANSWER-using
customers feedback to improve the overall operations of the company, its products and
services
corporate policies are based on what? - ANSWER-mission statement
strategic goals
B&C
developing routines is a bad idea because you can get stuck in them - ANSWER-false
during an interview, which of the following would probably be LEAST considered? -
ANSWER-night school electronics classes
