Question 1

Your voice, speech patterns, vocabulary, and attitude do not affect a caller's impression of you and your company.

Accepted Answer

A) True 
 B)False  False

Question 2

Failing to meet a customer's expectation has the same impact as breaking a promise.

Accepted Answer

A) True 
 B)False  True

Question 3

Tell your customers what you can do rather than what you cannot do.

Accepted Answer

A) True 
 B)False  True

Question 4

It is important to display empathy when dealing with complaining customers.

Accepted Answer

A) True 
 B)False

Question 5

It is unnecessary to apologize to customers for any inconvenience a problem.

Accepted Answer

A) True 
 B)False

Question 6

Customers do not expect honesty.

Accepted Answer

A) True 
 B)False

Question 7

Customer's may not always be right--

Accepted Answer

A) so you should immediately point out why they are incorrect. 
B) but they are always customers and deserve to be treated as special. 
C) so you should not provide assistance. 
D) none of these choices. 
A) so you should immediately point out why they are incorrect. 
B) but they are always customers and deserve to be treated as special. 
C) so you should not provide assistance. 
D) none of these choices.

Question 8

In some situations, it is appropriate to lie to customers.

Accepted Answer

A) True 
 B)False

Question 9

When serving customers, you may use the phrase

Accepted Answer

A) "That's not my problem." 
B) "I don't work in this department." 
C) "Do you have any other questions about the product?" 
D) All of these choices. 
A) "That's not my problem." 
B) "I don't work in this department." 
C) "Do you have any other questions about the product?" 
D) All of these choices.

Question 10

When you transfer a call,

Accepted Answer

A) explain why the transfer is necessary. 
B) stay on the line until the transfer is complete. 
C) ask for the caller's name and number before transferring the call. 
D) all of these choices. 
A) explain why the transfer is necessary. 
B) stay on the line until the transfer is complete. 
C) ask for the caller's name and number before transferring the call. 
D) all of these choices.

Question 11

Which of these phrases would be inappropriate when speaking to a customer?

Accepted Answer

A) "It's not my fault." 
B) "I wasn't your salesperson." 
C) "We didn't manufacture the product." 
D) All of these choices. 
A) "It's not my fault." 
B) "I wasn't your salesperson." 
C) "We didn't manufacture the product." 
D) All of these choices.

Question 12

A steady customer base is the key to business success.

Accepted Answer

A) True 
 B)False

Question 13

Customers generally respond well when they understand the reason you cannot make good on a promise or fulfill a request.

Accepted Answer

A) True 
 B)False

Question 14

Customers deserve good treatment only when they are friendly and agreeable.

Accepted Answer

A) True 
 B)False

Question 15

Customers expect you to make the organization work for them.

Accepted Answer

A) True 
 B)False

Question 16

Timeliness is important to customers.

Accepted Answer

A) True 
 B)False

Question 17

Reliability refers to

Accepted Answer

A) the knowledge level of the salesperson. 
B) the ability to supply what was promised in a dependable, efficient, and timely manner. 
C) the cost of the product. 
D) all of these choices. 
A) the knowledge level of the salesperson. 
B) the ability to supply what was promised in a dependable, efficient, and timely manner. 
C) the cost of the product. 
D) all of these choices.

Question 18

Intangible items

Accepted Answer

A) cannot be sold. 
B) can be seen. 
C) cannot be touched. 
D) all of these choices. 
A) cannot be sold. 
B) can be seen. 
C) cannot be touched. 
D) all of these choices.

Question 19

Difficult customers should be ignored until their attitude improves.

Accepted Answer

A) True 
 B)False

Question 20

Do not judge your customers based on their appearance.

Accepted Answer

A) True 
 B)False

Your voice, speech patterns, vocabulary, and attitude do not affect a caller's impression of you and your company.

Failing to meet a customer's expectation has the same impact as breaking a promise.

Tell your customers what you can do rather than what you cannot do.

It is important to display empathy when dealing with complaining customers.

It is unnecessary to apologize to customers for any inconvenience a problem.

Customers do not expect honesty.

Customer's may not always be right--

In some situations, it is appropriate to lie to customers.

When serving customers, you may use the phrase

When you transfer a call,

Which of these phrases would be inappropriate when speaking to a customer?

A steady customer base is the key to business success.

Customers generally respond well when they understand the reason you cannot make good on a promise or fulfill a request.

Customers deserve good treatment only when they are friendly and agreeable.

Customers expect you to make the organization work for them.

Timeliness is important to customers.

Reliability refers to

Intangible items

Difficult customers should be ignored until their attitude improves.

Do not judge your customers based on their appearance.

Self-Esteem

Self-Development

Attitude

Image

Communication Essentials

Getting Your Message Across

Communicating With Coworkers and Supervisors

Managing Conflict

Meeting Essentials

Applying Critical Work Skills

Valuing Diversity

Acting Ethically

Developing Leadership and Managing Change

Getting the Job

Taking Charge of Your Career

Filters

Exam 11: Developing Customer Focus

Your voice, speech patterns, vocabulary, and attitude do not affect a caller's impression of you and your company.

Failing to meet a customer's expectation has the same impact as breaking a promise.

Tell your customers what you can do rather than what you cannot do.

It is important to display empathy when dealing with complaining customers.

It is unnecessary to apologize to customers for any inconvenience a problem.

Customers do not expect honesty.

Customer's may not always be right--

In some situations, it is appropriate to lie to customers.

When serving customers, you may use the phrase

When you transfer a call,

Which of these phrases would be inappropriate when speaking to a customer?

A steady customer base is the key to business success.

Customers generally respond well when they understand the reason you cannot make good on a promise or fulfill a request.

Customers deserve good treatment only when they are friendly and agreeable.

Customers expect you to make the organization work for them.

Timeliness is important to customers.

Reliability refers to

Intangible items

Difficult customers should be ignored until their attitude improves.

Do not judge your customers based on their appearance.

Self-Esteem

Self-Development

Attitude

Image

Communication Essentials

Getting Your Message Across

Communicating With Coworkers and Supervisors

Managing Conflict

Meeting Essentials

Applying Critical Work Skills

Valuing Diversity

Acting Ethically

Developing Leadership and Managing Change

Getting the Job

Taking Charge of Your Career

Filters