World Of Customer Service Test Questions and Answers Already Passed
An example of customer contact point is - Answers in person, online, and on the phone
Customer service is the process of satisfying the customer, relative to a product or service, in whatever
way the customer defines his or her need, and having that service delivered with efficiency, compassion,
and sensitivity. - Answers True
The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us
has, such as the need to feel welcome, to be understood, and to be treated fairly. - Answers True
A service culture compromises the things that make a business distinctive and make the people who
work there proud to do so. - Answers True
Social data consists of information about an individual's relationship to other people, groups, events,
things, and concepts. - Answers True
A tiered service system is a concept that understands customer service to be fundamentally inter-
related with a customer's actual or potential value as a consumer. - Answers True
Which of the following customer service media is not considered a "listening tool" in use on the
internet? - Answers an e-mail message
The social media process a business chooses to use depends on its ability to respond to consumers
quickly and with the most accurate and relevant information. - Answers True
The customer-centric service worldview means that a business revolves around the company's -
Answers customers.
When it comes to social media for business, there is a one-size-fits-all strategy that any organization can
follow. - Answers False
Which type of employee is typically the frontline service provider who deals with customers on a day-to-
day basis? - Answers Customer service representative
The internet, mobile/wireless technologies, and social networks have created challenges for service
providers because they have influenced and unparalleled shift in the balance of power from companies
to their customers. - Answers True
Online social communications and digital technologies have changed the way people seek out services
and products and choose to shop. - Answers True
Even though every customer is unique, they all expect - Answers reasonable prices, reliable timely
service, and a quality product.
Customer service means the same things to most people. - Answers False
, Compared to outsourcing, nearshoring offers certain advantages such as similar zones, culture and
linguistic affinity, geographical proximity, as well as economic, political, or historical linkages. - Answers
True
Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on
through generations of families and social groups. - Answers True
The mature generation consist of consumers who are typically more loyal and prefer not to shop online
because they may not be very computer savvy. - Answers True
Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and
mental traits of a person? - Answers Personality
As a business has turned more to an integrated world market to meet its needs, the difficulties of
communicating at a global level have become increasingly widespread. - Answers True
A cross-cultural training program can help employees understand not only the differences between
cultures, but also the manners and etiquette to follow when serving international customers. - Answers
True
Repeating back is said using other words for clarification is known as ____________, and is particularly
important when communicating with someone who has a spoken accent. - Answers paraphrasing
According to the American with Disabilities Act, service animal is any animal that has been individually
trained to provide assistance or perform tasks for the benefit of a person with a physical or mental
disability. - Answers True
A customer with the driver personality type likes to hear a lot of "fluff" and is hard to get information
out of. - Answers False
Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion,
education, and appearance. - Answers True
When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural
disconnection, and customer rage. - Answers False
Which generation has been highly nurtured by family and others, and uses the internet as their medium
for communicating, entertaining, and learning. - Answers Generation Y
Despite generational differences, workers and customers tend to view service in the same way. -
Answers False
The purchase of labor from a source outside of the company rather than using the company's own staff
is called - Answers outsourcing.
Because rules differ among cultures about how to talk to and act toward others, service communication
problems arise. - Answers True
An example of customer contact point is - Answers in person, online, and on the phone
Customer service is the process of satisfying the customer, relative to a product or service, in whatever
way the customer defines his or her need, and having that service delivered with efficiency, compassion,
and sensitivity. - Answers True
The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us
has, such as the need to feel welcome, to be understood, and to be treated fairly. - Answers True
A service culture compromises the things that make a business distinctive and make the people who
work there proud to do so. - Answers True
Social data consists of information about an individual's relationship to other people, groups, events,
things, and concepts. - Answers True
A tiered service system is a concept that understands customer service to be fundamentally inter-
related with a customer's actual or potential value as a consumer. - Answers True
Which of the following customer service media is not considered a "listening tool" in use on the
internet? - Answers an e-mail message
The social media process a business chooses to use depends on its ability to respond to consumers
quickly and with the most accurate and relevant information. - Answers True
The customer-centric service worldview means that a business revolves around the company's -
Answers customers.
When it comes to social media for business, there is a one-size-fits-all strategy that any organization can
follow. - Answers False
Which type of employee is typically the frontline service provider who deals with customers on a day-to-
day basis? - Answers Customer service representative
The internet, mobile/wireless technologies, and social networks have created challenges for service
providers because they have influenced and unparalleled shift in the balance of power from companies
to their customers. - Answers True
Online social communications and digital technologies have changed the way people seek out services
and products and choose to shop. - Answers True
Even though every customer is unique, they all expect - Answers reasonable prices, reliable timely
service, and a quality product.
Customer service means the same things to most people. - Answers False
, Compared to outsourcing, nearshoring offers certain advantages such as similar zones, culture and
linguistic affinity, geographical proximity, as well as economic, political, or historical linkages. - Answers
True
Culture is defined as a system of shared values, beliefs, and rituals that are learned and passed on
through generations of families and social groups. - Answers True
The mature generation consist of consumers who are typically more loyal and prefer not to shop online
because they may not be very computer savvy. - Answers True
Which term is defined as the pattern of collective character, behavioral, temperamental, emotional, and
mental traits of a person? - Answers Personality
As a business has turned more to an integrated world market to meet its needs, the difficulties of
communicating at a global level have become increasingly widespread. - Answers True
A cross-cultural training program can help employees understand not only the differences between
cultures, but also the manners and etiquette to follow when serving international customers. - Answers
True
Repeating back is said using other words for clarification is known as ____________, and is particularly
important when communicating with someone who has a spoken accent. - Answers paraphrasing
According to the American with Disabilities Act, service animal is any animal that has been individually
trained to provide assistance or perform tasks for the benefit of a person with a physical or mental
disability. - Answers True
A customer with the driver personality type likes to hear a lot of "fluff" and is hard to get information
out of. - Answers False
Examples of diversity include race, age, gender, sexual orientation, ethnicity, physical ability, religion,
education, and appearance. - Answers True
When compared to offshoring or nearshoring, homeshoring is more likely to risk accent fatigue, cultural
disconnection, and customer rage. - Answers False
Which generation has been highly nurtured by family and others, and uses the internet as their medium
for communicating, entertaining, and learning. - Answers Generation Y
Despite generational differences, workers and customers tend to view service in the same way. -
Answers False
The purchase of labor from a source outside of the company rather than using the company's own staff
is called - Answers outsourcing.
Because rules differ among cultures about how to talk to and act toward others, service communication
problems arise. - Answers True
