Final Exam_Customer Service_BUS209 Questions with 100% Correct Answers | Verified | Latest Update 2024

Final Exam_Customer Service_ BUS 209 Question 1 In an era of online comparison shopping, which of the following may be the ultimate and enduring differentiator?  the customer experience Question 2 _____ interferes with the receiver getting the message from the sender.  Noise Question 3 True or false: Cost-cutting is a way for many companies to grow and remain stable.  True Question 4 To provide effective customer service, it is up to a CSW to understand the customer’s needs, to know the particulars of the company’s products and services, and to focus on _____.  what they are able to do for the customer Question 5 Effective communication, good interpersonal abilities, and _____ are basic qualifications to become a customer service worker.  fundamental computer and telephone skills Question 6 Team conflicts can produce positive results if the conflict is about _____.  substantive issues Question 7 It can cost _____ as much to attract a new customer as it costs to keep an old one.  five times Question 8 Team members need to receive detailed explanations of what they will be expected to contribute to the team in order to _____.  accomplish a list of team goals Question 9 Which of the following communication mediums is the best way to avoid sending mixed messages?  voice technology Question 10 Which of the following is the best way to acknowledge a customer’s problem?  repeating the situation back to the customer Question 11 True or false: Customer retention is usually the result of great customer service from every member on a company’s team.  True Question 12 True or false: Technology can be used to help schedule, coordinate, and prioritize tasks.  True