Question 1

It is appropriate to violate company standards or policies if it means keeping a customer.

Accepted Answer

A) True 
 B)False

Question 2

Effective telephone communications include:

Accepted Answer

A)  listening for facts. 
B)  repeating back to the customer what you believe the customer said. 
C)  acting to handle the problem or issue. 
D)  All the above 
A)  listening for facts. 
B)  repeating back to the customer what you believe the customer said. 
C)  acting to handle the problem or issue. 
D)  All the above

Question 3

Interpersonal space boundaries can be based on:

Accepted Answer

A)  cultural preference. 
B)  individual preferences. 
C)  company preferences. 
D)  Both A and B 
A)  cultural preference. 
B)  individual preferences. 
C)  company preferences. 
D)  Both A and B

Question 4

Effective customer service should be an important goal of nonprofit organizations.

Accepted Answer

A) True 
 B)False

Question 5

When a customer becomes angry:

Accepted Answer

A)  take the comments personally. 
B)  refuse to listen to the customer's concern. 
C)  acknowledge the situation and ask what you can do to solve the problem. 
D)  All the above 
A)  take the comments personally. 
B)  refuse to listen to the customer's concern. 
C)  acknowledge the situation and ask what you can do to solve the problem. 
D)  All the above

Question 6

A consumer who buys a new television is an external customer of an electronics store.

Accepted Answer

A) True 
 B)False

Question 7

Using an appropriate tone of voice is important only when dealing with external customers.

Accepted Answer

A) True 
 B)False

Question 8

Handling all email messages immediately when they are received is the best way to manage your email customer service duties.

Accepted Answer

A) True 
 B)False

Question 9

A smile is always appropriate when dealing with customers.

Accepted Answer

A) True 
 B)False

Question 10

When dealing with customers, you should:

Accepted Answer

A)  explain issues or points clearly or fully. 
B)  assume the customer already has all the necessary information. 
C)  discuss only the issues or points that are in question. 
D)  None of the above 
A)  explain issues or points clearly or fully. 
B)  assume the customer already has all the necessary information. 
C)  discuss only the issues or points that are in question. 
D)  None of the above

Question 11

Match between columns
                        Premises: Understanding or showing concern for someone's feelings or position
Demonstrating insulting, rude, or violent language or behavior
A commitment to providing high-quality customer service to all customers
People or other organizations that buy or use the products and services provided by the organization
Plans of action for achieving goals
Sending a message without words
Abilities that allow one to interact with others effectively
Departments or employees within an organization who use the products or services provided by others within the organization
Exchanging text messages in real time via a computer or other device such as a cell phone
The ability of an organization to consistently give customers what they want and need

Accepted Answer

The Answer of human relations skills and internal customers and is...

It is appropriate to violate company standards or policies if it means keeping a customer.

Effective telephone communications include:

Interpersonal space boundaries can be based on:

Effective customer service should be an important goal of nonprofit organizations.

When a customer becomes angry:

A consumer who buys a new television is an external customer of an electronics store.

Using an appropriate tone of voice is important only when dealing with external customers.

Handling all email messages immediately when they are received is the best way to manage your email customer service duties.

A smile is always appropriate when dealing with customers.

When dealing with customers, you should:

Entering the Workforce

Becoming a Professional

Managing and Organizing Yourself

Working Ethically

Understanding the Workplace Team

Improving Communication Skills

Communicating With Technology

Developing Presentation Skills

Planning Meetings and Events

Managing Physical Records

Managing Electronic Records and Mail

Coordinating Business Travel

Understanding Financial Documents

Seeking Employment

Leading With Confidence

Filters

Exam 6: Developing Customer Focus

It is appropriate to violate company standards or policies if it means keeping a customer.

Effective telephone communications include:

Interpersonal space boundaries can be based on:

Effective customer service should be an important goal of nonprofit organizations.

When a customer becomes angry:

A consumer who buys a new television is an external customer of an electronics store.

Using an appropriate tone of voice is important only when dealing with external customers.

Handling all email messages immediately when they are received is the best way to manage your email customer service duties.

A smile is always appropriate when dealing with customers.

When dealing with customers, you should:

Entering the Workforce

Becoming a Professional

Managing and Organizing Yourself

Working Ethically

Understanding the Workplace Team

Improving Communication Skills

Communicating With Technology

Developing Presentation Skills

Planning Meetings and Events

Managing Physical Records

Managing Electronic Records and Mail

Coordinating Business Travel

Understanding Financial Documents

Seeking Employment

Leading With Confidence

Filters