Which of the following would be the best thing to say to an
irate customer?
a. Please
call back later
b. I'll have
to ask my manager to approve what you are asking for
c. I can see
why you feel that way
d. Why
didn't you buy a competitor's product
What is a data warehouse?
a. A single
database for the CRM program
b. The
physical warehouse where the company servers are stored
c. A
database that stores information from several other data sources, allowing a
CRM system to query multiple databases from one location
d. A program
that is used to create financial reports
Why do the customers' needs change according to the nature of
the situation?
a. People
are fickle and want different things even in the same situation depending on
different occasions
b. Needs are
different depending on what the customer values as important under the
circumstances
c. Needs
changed according to the financial situation of the customer at the time
d. The
customer can probably be talked into focusing on their wants instead of needs.
What is the first step in mollifying a customer who has
received bad service?
a. Ask the customer
what the problem is
b. Try to
offer him/her something for free to pacify him/her
c. Ask
him/her to submit a complaint first
d. Express
regrets and promise to provide better service in future
a. Please
call customer service
b. We are
glad you are enjoying our product/service
c. Thank you
for your email, we are sorry to hear about the problem you have
d. We will
get back to you within 7 days
What is meant by "data mining"?
a. Creating
specialized reports
b. Entering
data into a data base
c. Calling
customers to survey them
d. Sifting
through vast amounts of data by focusing on specific attributes
Why is giving a customer the required information considered
good customer service?
a. It makes
the customer feel they got something for nothing
b. It makes
the customer feel guilty if they ever have a problem
c. It allows
you to upsell to the customer something they do not need
d. It allows
you to add value for the customer and help them make an informed decision
How can a company create an atmosphere of continuous
improvement and have employees who strive to perform?
a. By
reducing headcount by 10% each year
b. By making
it mandatory for the employees to attend company meetings
c. By
offering incentives, both financial and non financial, for good performance
d. By
telling the employees that mystery callers will evaluate them
a. To handle
customers who are not happy with the company "with care"
b. A gesture
made by the company to retain a customer after his/her having experienced bad
customer service
c. A gesture
made by the company as a last resort to get the customer to leave
d. A bonus
to exceptionally good customer service agents
a. The same
draft of an email can be sent to every single customer thus ensuring consistency
b. They are
used for all marketing efforts of a company
c.
Information can be distributed via the CRM system for sending the same message
to all the customers in the same group
d. The CRM
system always works as the back end for the company website
a. Saving
the company money
b. Immediate
customer gratification and personalized interactions with each customer
c. Reducing
the call times of customer complaints
d. Increased
visibility into the financial situation of the company
a. Very
important – The top management has to be committed to it and offer the maximum
support
b. Not
important at all – The employees at the customer level should decide the
strategy
c. Important
only in small companies, not large corporations
d. Important
only in large companies. Smaller companies do not need to worry about customer
service strategy
a. The
number of products sold
b. An
overall customer satisfaction rating of 90%
c. How
displeased customers are in general
d. A profit
margin of 30%
a. Replacing
an item under warranty
b. Answering
a call within two minutes
c. Absorbing
any extra costs such as shipping costs incurred by the customer as a result of
the problem
d. Sending
him/her a complaint form to fill out
a. By
sending a mass email
b. By
telling only those who directly deal with the customers
c. By emphasizing
the management's commitment to the plan at a company-wide meeting
d. It should
be confined to the top management
Why would a company want to know the profitability and sales
history of customers?
a. They
would automatically drop the lowest 10% of customers
b. They can
ask the higher sales clients to act as representatives of the company
c. It offers
the company potential for directing their marketing campaigns effectively on
the basis of their buying habits
d. They can
find out who owes the company money
a. To save
the company money
b. To get
them off the phone quickly
c. To get
referrals to other customers
d. To make
them happy
a. Create
one to many relationships with customer groups
b. Create
many to one relationships with customers
c. Send
financial reports to the management
d. Create a
one to one relationship with each customer
a. It makes
dealing with irate customers easier
b. It
provides an easy reference to past communication with the client
c. It is
impersonal
d. Canned
responses can be sent back
a. They feel
they are getting more for their money
b. Customers
feel that this way, they can get whatever they want, at least temporarily
c. It
ensures the customer will buy again
d. It puts
them in a positive mood and allows them to help guide the resolution
a. The
person is energetic and wants to help
b. The
person is bored and uninterested in the conversation
c. The
person is angry
d. The
person doesn't believe what they are hearing
a. Yell back
at them
b. Not
respond and hang up
c. Sound
anxious
d. Keep a
calm, lower tone to calm the customer down
What is meant by taking a top down approach to creating a
strategy?
a. Having
customer service agents work in management
b. Creating
high level initiatives only
c. Starting
by building strategies upwards from the customer level
d. Having
high level managers work in customer service for a short period of time so they
can experience it before laying down policies
a. Tell
him/her to be quiet and listen
b. Tell
him/her to call back when he/she has calmed down
c. Ask the
customer what can be done to solve the problem
d. Let the
customer give vent to his/her feelings and do not try to interrupt him/her
a. A
predetermined plan to continually help the employees keep themselves informed
of the company's latest initiatives in order ultimately to make themselves
better at customer service
b. A plan to
educate the consumer about the products
c. A plan to
help the management understand the customers' needs better
d. A
predetermined plan to help the employees learn more about the company's
financial situation and the company's need to perform better
a. The
accent you talk in, depending on your country
b. The highs
and lows of your voice, which let the customer know how interested you are in
talking to them
c. The pace
at which you speak, which lets the customer know if you are in a rush or not
d. The
general attitude you convey to a customer
Why should a firm say they are sorry even if they feel the
customer is wrong?
a. The firm
can later tell the customer he/she was actually the wrong one, after he/she has
calmed down
b. The firm
should always take the blame and learn from it
c. The focus
should be on finding out what would satisfy the customer and solving the
problem, not determining blame
d. They can
later put the blame on a third party
a. Ignoring
the email and seeing if they email a second time
b. An
immediate automatic email response letting the customer know someone will reply
within 24 hours, followed up by a reply from a customer service representative
within 24 hours
c. Informing
them the answer is in the company FAQs and they should look there
d. Replying
to the email a week later after investigating
a. A
computer manufacturer fixes your new laptop under warranty
b. A retail
chain accepts your return
c. Offering
an employee a raise for good performance
d. A
restaurant gives you a free glass of wine because you mention to the waiter you
didn't enjoy the wine like you had hoped
What is the disadvantage of email based customer service?
a. It is
more cost effective than other methods
b. It allows
the company to respond quickly
c. It gives
the company a trail of communications with the customer
d. It is
unemotional and doesn't always allow the customer to convey the importance of
their question or issue
a. Ask for
lots of details so the customer can be catered to in the future
b. Try to
sell customers additional products and services unsolicited
c. Place ads
on the order page for additional products
d. Only ask
for information necessary to process the order
Why is it important to pace your tone on the phone with the
other person?
a. It
automatically makes them assume they will get what they want
b. It
creates rapport with the customer and puts them at ease
c. If the
person talks fast, it means they are in a rush and you should also do the same
d. It tells
the customer you are someone they can trust
What approach should a firm take when they need to say 'no'
to a customer?
a. Say 'no'
up front, being honest.
b. Do not
say 'no', but later do not deliver on the alternative solutions
c. Pretend
everything is good, but towards the end of the conversation, tell them you did
not mean what you said and actually the answer is 'no'
d. Do not
say 'no', but offer alternative solutions
Which of the following would a customer not expect from a
customer service agent?
a.
Discretion
b. Rudeness
c.
Effectiveness
d.
Authenticity
What does a customer with a problem expect from a customer
service representative?
a. Discounts
and coupons
b. The
management's commitment to the growth of the firm
c. An
aggressive tone
d.
Understanding and empathy
Which of the following would be the best way to offer customer
service online?
a. To make a
form people can submit available online
b. To supply
answers to FAQ's online
c. To make
live chat with company representatives available 24/7
d. To make
company phone number available online
What would be the two needs of a customer when visiting a
theme park?
a. Safety
and Fun
b. Accuracy
and Certainty
c.
Efficiency and Seriousness
d. Low cost
and Tranquility
What is the importance of customer oriented goodwill?
a. It allows
for cheaper resolutions to customer conflict
b. It is a
good substitute for good customer service
c. It allows
the management to measure how well customer service is being performed
d. It puts
the company ahead of the competitors in respect of customer service
Which of the following would be a potential segmenting factor
for customers?
a. Age range
b. Zip code
c. The
industry they work in
d. All of
the above
Where should firms start while working on a strategy for
customer service?
a. Survey
the customers to get their feedback and to find out their needs and
expectations of the firm
b. Copy what
the competition is doing
c. Ask the
employees what strategies they want to be implemented
d. Look for
the standard customer service strategy employed in the country of operation
What should be done at the end of a phone call with a
customer after resolving an issue they had?
a. Try to
sell them something new
b. Ask them
to write a nice letter to the company praising the customer service agent
c. Tell them
only the first customer service call is free
d. Repeat to
the customer what you resolved and any further actions you'll be taking
What is meant by a "hard no"?
a. Saying
'no' to the customer but offering alternatives
b. Saying
'yes' to the customer at first but switching to 'no' later
c. Saying
'yes' to the customer with no intention of following through
d. Saying
'no' to the customer and offering no alternative solution
What general rule does phone etiquette require customer
service representatives to follow?
a. Ask the
other party how you can help them
b. Say
"Hello?" then pause
c. Ask them
for their name or customer number before greeting them
d. Try to
redirect the caller to someone else
What is the purpose of FAQ's (frequently asked questions)?
a. To give
the website more content which looks impressive
b. To spur
the customers to ask additional questions
c. To
position the company as an industry leader
d. To answer
questions customers often have so they can easily find the answer without
having to ask
Which of the following is a customer need?
a. Premium
pricing
b.
Experienced management
c. Friendly
customer service
d. Growing
financial performance
How important is the tone of voice when talking to someone on
the phone?
a. Extremely
important
b. Not
important at all
c. Slightly
important
d. Depends
on the situation
How should a customer service representative determine what
avenues to pursue to make a customer happy?
a. Follow a
standard company protocol
b. Ask the
customer what resolution they would like to see
c. Determine
what would be the cheapest alternative that would make the customer happy
d. Offer to
replace their product regardless of their problem
What is the importance of consistency while offering customer
service to different people?
a. Not
important – Customers only know what they experience and can not compare the
service they get with that offered to others
b. Very
important – Customers expect a consistent level of service when dealing with a
company
c. Important
only for large companies, not for small ones
d. Important
only for small firms since they rely on customer referrals
What final step can be taken to put your firm's customer
service above that of all others?
a. Offer to
refund more than the product value.
b. Let
customers know what the standard procedure for handling irate customers is up
front.
c. Give the
customers time to cool off by asking them to call back later.
d. Follow up
with customers after the fact to make sure they are happy with the resolution.
What should be said to a customer when putting them on hold?
a. Say
nothing. Just put them on hold.
b. Say
"just a minute"; then put them on hold.
c. Ask them
first if it is okay to put them on hold for a moment.
d. Tell them
they need to hold for several minutes.
What is the primary purpose of setting goals of customer
service?
a. To know
when no more customer service needs to be provided
b. To
compare the firm's strategy with that of the competitors
c. To create
measurable objectives which the firm can strive to meet
d. To allow
for customer service agents to be promoted on the basis of their performance
What should be the first thing to be done in problem solving?
a. Verify
the information the customer has provided and any additional facts if required.
b. Tell the
customer they will get whatever they want.
c. Tell the
customer you'll see what you can do but not to expect much.
d. Look for
errors in the customer's story.
What should be done with an irate customer after they have
vented out and explained their situation?
a. Ask them
to call back later when they have calmed down.
b. Express
empathy.
c. Put them
on hold and pass them onto a manager.
d. Issue
them a refund regardless of the problem.
What is customer profiling?
a. Reporting
customer data to government agencies
b. A
customer filling in a profile online
c. Using
customer data to determine an overall company marketing campaign
d. Using a
series of data points to place customers into groups and tailoring their
experience with your company
What are the two factors to consider when Creating Customer
Service Strategy?
a. Employee
reception to the plan, and customer reception to the plan
b. The cost
of implementing, and employee reception
c. The time
needed to create and implement, and the cost of implementation
d. The
competition's as well as the customers' reaction to the plan
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