Question 1

Never accept personal phone calls or carry on a personal conversation in front of customers.

Accepted Answer

A) True 
 B)False

Question 2

Customers expect responsive action in a timely fashion.

Accepted Answer

A) True 
 B)False

Question 3

When working with a customer who has a problem, the first step is to

Accepted Answer

A) take immediate action. 
B) defend company policies. 
C) makes sure you understand the customer's problem by asking questions. 
D) all of these choices.

Question 4

Customers want

Accepted Answer

A) unprofessional treatment. 
B) dedication attention. 
C) a "chatty" salesperson. 
D) none of these choices.

Question 5

If it will make a sale, it is okay to make an idle promise to a customer.

Accepted Answer

A) True 
 B)False

Question 6

Building good customer relations is easier do on the telephone than in face-to-face settings.

Accepted Answer

A) True 
 B)False

Question 7

Never argue with a customer.

Accepted Answer

A) True 
 B)False

Question 8

It is appropriate to ignore sloppy teenagers who request customer assistance.

Accepted Answer

A) True 
 B)False

Question 9

Repeat customers appreciate it when you remember something personal about them.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is a proper telephone technique?

Accepted Answer

A) answering the phone by the fifth ring. 
B) giving the caller the impression that you are in a hurry. 
C) speaking clearly and using a pleasant, friendly tone of voice. 
D) interrupting the caller.

Question 11

If you make a mistake with a customer, attempt to cover it up.

Accepted Answer

A) True 
 B)False

Question 12

Customers expect personal attention from employees who are:

Accepted Answer

A) thoughtful. 
B) knowledgeable. 
C) professional. 
D) all of these choices.

Question 13

When serving customers, you should not use the phrase

Accepted Answer

A) "I'll be happy to check and find out." 
B) "I don't know." 
C) "I understand that you are upset.Let's find a satisfactory solution to your problem." 
D) "Let me show you where the product is located."

Question 14

Tangible items

Accepted Answer

A) include professional services. 
B) are sold in dental offices and insurance companies. 
C) can be seen and touched. 
D) none of these choices.

Question 15

Customers understand that businesses do not know their individuals situations and may not be able to respond accordingly.

Accepted Answer

A) True 
 B)False

Question 16

Good customer service requires that

Accepted Answer

A) all customers be treated as you would expect to be treated. 
B) every effort be made to satisfy their needs and expectations. 
C) every effort be made to make each customer feel valued. 
D) all of these choices.

Question 17

During a phone conversation, your focus and attention must be on the caller.

Accepted Answer

A) True 
 B)False

Question 18

Employees selling tangible items must gain knowledge of their products

Accepted Answer

A) by reading material provided by manufacturers. 
B) by listening to customers talk about how products are used. 
C) by studying the products of the competition. 
D) all of these choices.

Question 19

If a customer is verbally abusive, walk away and ignore him or her.

Accepted Answer

A) True 
 B)False

Question 20

Unhappy customers

Accepted Answer

A) don't come back. 
B) don't tell your business why they are unhappy. 
C) tell others why they are unhappy with your business. 
D) all of these choices.

Exam 11: Developing Customer Focus

Never accept personal phone calls or carry on a personal conversation in front of customers.

Customers expect responsive action in a timely fashion.

When working with a customer who has a problem, the first step is to

Customers want

If it will make a sale, it is okay to make an idle promise to a customer.

Building good customer relations is easier do on the telephone than in face-to-face settings.

Never argue with a customer.

It is appropriate to ignore sloppy teenagers who request customer assistance.

Repeat customers appreciate it when you remember something personal about them.

Which of the following is a proper telephone technique?

If you make a mistake with a customer, attempt to cover it up.

Customers expect personal attention from employees who are:

When serving customers, you should not use the phrase

Tangible items

Customers understand that businesses do not know their individuals situations and may not be able to respond accordingly.

Good customer service requires that

During a phone conversation, your focus and attention must be on the caller.

Employees selling tangible items must gain knowledge of their products

If a customer is verbally abusive, walk away and ignore him or her.

Unhappy customers