Customer Service Test Review

Effective Employees should believe the following:

• A. Product• B. Business (vision)• C. Excellent Service• D. All of the Above

Answer: D

Identify the component of the Customer Service Star:

What is the focus of the “Marketing Concept”

a.The productb.The servicec.The customer d.The campaign

Answer: C

Which of the following is a need that the customer openly tells you about?

a.Explicit Needsb.Implied Needsc.Hidden Needsd.Barriers

Answer: A

Which of the following are components of a hiring plan?

a.Lists company goals and mission statement

b.Provides overview of policies and procedures

c.Identifies qualities of people neededd.Teaches how to generate sales

Answer: C

Which of the following are components of a hiring plan?

a.Lists company goals and mission statement

b.Guides the employment searchc.Teaches how to generate salesd.Provides overview of policies and

procedures

Answer: B

Identify the component of the Customer Service STARS:

Which of the following are components of a hiring plan?

a.Lists company goals and mission statement

b.Provides overview of policies and procedures

c.Teaches how to generate salesd.Outlines needed personnel

Answer: D

A tool used by employers to evaluate a person’s attributes, values, life skills and employability is:

a.Aptitude Testb.Personality Profilec.Service Agreementd.Non-compete Clause

Answer: B

A tool used by employers to assess a person’s reasoning, thinking, performance and job success is:

a.Personality Profileb.Service Agreementc.Aptitude Testd.Non-Complete Clause

Answer: C

Identify the component of the Customer Service STARS:

Identify the component of the Customer Service STARS:

Which of the following are components of a hiring plan?

a.Determine the needs of the companyb.Lists company goals and mission

statementc.Provides overview of policies and

proceduresd.Teaches how to generate sales

Answer: A

Customer service that is done in a central location where telecommunications is the major method of service is:

a.Call Centerb.Retail Salesc.Wholesale Salesd.Service Industry

Answer: A

Customer service that is done in a location where trained sales associates assist customers is:a.Service Industryb.Wholesale Salesc.Call Centerd.Retail Sales

Answer: D

Customer service that is done as a service opportunity for distributors to work with other distributors and retailers is:

a.Call Centerb.Wholesale Salesc.Retail Salesd.Service Industry

Answer: B

Which of the following are essential in creating a Win-Win service interaction?

a.Always agree with the customerb.Only negotiate on pricec.Revenue must be the first priorityd.Discover the customer’s needs

Answer: D

Customer service that is done in a specific business where an action or deed is needed to satisfy a need is:

a.Service Industryb.Call Centerc.Retail Salesd.Wholesale Sales

Answer: A

A declaration of an organization’s core purpose and intent is a

a.Mission Statementb.Procedurec.Company Profiled.Company Policy

Answer: A

Which of the following are essential in creating a Win-Win service interaction?

a.Always agree with the customerb.Develop trust and connect with

customerc.Only negotiate on priced.Revenue must be the first priority

Answer: B

A set of actions or principles that outline a business’s interaction with customers is a:

a.Mission Statementb.Company Profilec.Company Policyd.Procedure

Answer: C

Procedure which of the following are essential in creating a Win-Win service interaction?

a.Always agree with the customerb.Only negotiate on pricec. Maintain the relationship and follow-upd.Revenue must be the first priority

Answer: C

A set of step-by-step activities or behaviors that must be followed to perform a task correctly is a:a.Company Policyb.Procedurec.Mission Statementd.Company Profile

Answer: B

Which of the following are essential in creating a Win-Win service interaction?a.Always agree with the customerb.Only negotiate on pricec.Maintain the relationship and follow-

upd.Revenue must be the first priority

Answer: C

In short, without customers, there are no _______________?a.Customerb.Revenuec.Payrolld.Jobs

Answer: D

Where is service performed? a.Call centers b.Retail Salesc.Back alleyd.Both A and B are correct

Answer: D

Stores, Malls, Kiosks, and gas stations are examples of ____________ __________.a.Call centersb.Retail Servicesc.Wholesale servicesd.Services Industries

Answer: B

Every employee will have conflict such as:a.Unhappy customersb.Unmet Needsc.Shortagesd.All of the answers are correct

Answer: D

Customer obstacles may be:a.Personalityb.Needsc.Expectationsd.All of the answers are correct

Answer: D

“Trust is ____________”a.Deservedb.Requiredc.Earnedd.A must

Answer: C

Which is not a training method?a.Role Playsb.Child Birthc.Case studiesd.Business simulations

Answer: B

Which of the following is a training method?a.Role playsb.Case studiesc.Environmental factorsd.All of the answers are correct

Answer: D

Conflict resolution is the key to creating a ______________.a.Win-Win situationb.Lose-Lose situationc.Win-Lose situationd.Lose-Lose situation

Answer: A

What is the most important thing to do while a customer is talking?a.Talkb.Listenc.Eat foodd.Answer your phone

Answer: B

A step-by-step activity or behavior that must be followed is called___________a.Policyb.Primary researchc.Revenue d.Procedure

Answer: D

What is the focus of the “Marketing Concept”a.The productb.The servicec.The customer d.The campaign

Answer: C

Which of the following are true of CUSTOMER PROFILES?

a.Estimate usage rates of employee benefitsb.Identify key factors that are common to

their customersc.Measure return on investment on the

company balance sheetd.Identify assets that a company use as

collateral for a loan

Answer: B

Geographic Segmentation of customer is based on a.Statistical characteristics of the customerb.Values, attitudes & personality of customerc.Customer purchase behaviord.Where the customer is located and the climate

Answer: D

Psychographic Segmentation of customer is based ona.Values, attitudes & personality of

customerb.Where the customer is located and the

climatec.Statistical characteristics of the customerd.Customer purchase behavior

Answer: A

Which of the following are true of CUSTOMER PROFILES?a.Estimate usage rates of employee benefitsb.Measure return on investment on the

company balance sheet c.Break down a pool of customers to those

who would likely purchase the product or service

d.Identify assets that a company use as collateral for a loan

Answer: C

Demographic Segmentation of customer is based ona.Values, attitudes & personality of

customerb.Customer purchase behaviorc.Statistical characteristics of the customerd.Where the customer is located and the

climate

Answer: C

Behavioristic Segmentation of customers is based ona.Values, attitudes & personality of

customerb.Customer purchase behaviorc.Where the customer is located and the

climated.Statistical characteristics of the customer

Answer: B

Target Markets that are identified correctly help advertisers do all of the following excepta.Raise awareness of products by using mass

marketing techniquesb.Develop specific marketing program to an

identified groupc.Reduce costs of advertising campaigns by

marketing to identified groupsd.Focus on using advertising mediums &

methods that their customers use

Answer: A

Which of the following are true of CUSTOMER PROFILES?a.Estimate usage rates of employee benefitsb.Measure return on investment on the

company balance sheetc.Identify assets that a company use as

collateral for a loand.Show a company where to spend their

advertising resources

Answer: D

Segmenting a market based on consumer interests is:A. Psychographic segmentationB. Behavioral segmentationC. Demographic segmentationD. Geographic segmentation

Answer: A

• Segmenting a marketing based on “rate of use” is:

a. Psychographic segmentationb. Behavioral segmentationc. Demographic segmentationd. Geographic segmentation

Answer: B

Segmenting a market based on characteristics such as race, religion, age, and income is

a. psychographic segmentation c. demographic segmentation

b. behavioral segmentation d. geographic segmentation

Answer: C

Segmenting a market based on location, region, and climate is

a. psychographic segmentation c. demographic segmentation

b. behavioral segmentation d. geographic segmentation

Answer: D

What traits are needed to provide exceptional customer service?

a.Communicate confidentlyb.Know everything about the companyc.Always happyd.Never say “NO”

Answer: A

Why is eye contact important to use when communicating?

a.Helps customer know that you are paying attention

b.Helps customer know that you carec.Helps you to keep the customer as your

top priorityd.All of the answers are correct

Answer: D

Why is voice inflection important when communicating?

a.You can be funnyb.You can emphasize the important wordsc.You will be boringd.You can use annunciate better

Answer: B

Which of the following are soft skills utilized in customer service?

a.Build Rapportb.Restate Company Policies to Customerc.Provide opportunities to place

order/make salesd.None of the answers are correct

Answer: A

Which of the following are soft skills utilized in customer service?

a.Restate Company Policies to Customerb.Provide opportunities to place

order/make salesc. None of the answers are correctd.Demonstrate Command of the Products

Answer: D

Which of the following is NOT part of the customer service process?

a.Build rapport with customerb.Win the fight – also known as: make the

salec.Use discover methods to understand

needsd.Connect emotionally with customer and

gain their trust

Answer: B

What are three things that must always be part of the customer service process?

a.Positive Interactions, Represent the Company, Respect the Customer

b.Happy Customers, Positive Company, Respectful interactions

c.Company Responsibility, Customer Complaint, Conflict Resolution

d.Protect Revenue, Protect Policies, Manageable Products

Answer: A

According to the utahfutures.org video on job interviews, what should you do BEFORE an interview?

a.Prepareb.Dress to impressc.Practice d.All of the answers are correct

Answer: D

According to the utahfutures.org video on job interviews, what should you do DURING an interview?

a.All of the answers are correctb.Dress for successc.Shake hands confidently and with eye

contactd.Answer questions directly and to the

person that asked it.

Answer: A

According to the utahfutures.org video on job interviews, what should you do DURING an interview?

a.Dress like an individualb.None of the answers are correctc.Shake hands lightly you don’t want to

hurt themd.Answer questions in general terms

Answer: B

According to the utahfutures.org video on job applications, which is something you should NOT DO?

a.Follow directions on all paperworkb.Check your spelling and grammarc.Be flexible on the hours you will work d.Leave blank spaces on applications

Answer: D

The customer service industry is:a)Both proactive and reactiveb)Proactivec)Reactived)Neither proactive nor reactive

Answer: A

The fastest growing form of communication used with customers today is:

a)e-Mailb)Phonec)Maild)Social Media

Answer: D

Memos, or inter-office communications, are utilized with which group?

a)Family Membersb)Employeesc)Online Groupsd)Customers

Answer: B

The 1996 federal law which restricts access to individuals’ private medical information is:

a)HIPPAb)FERPAc)OSHAd)IIPAA

Answer: A

The 1974 federal law giving rights to educational records is:

a)HIPPAb)OSHAc)FERPAd)IIPAA

Answer: C

Employees who leak information, sell contacts, or lose a laptop on a business trip are

a)An internal threatb)An external threatc)Embezzlement threatd)Proprietary threat

Answer A

Computer hackers trying to gain access to customer records through company databases are

a)An internal threatb)An external threatc)Embezzlement threatd)Proprietary threat

Answer: B

Which of the following are reflections of POSITIVE customer service?

a)Return Customersa)Personal Referencesb)Positive Online Referencesc)All of the answers are correct

Answer: D

Which of the following are reflections of POSITIVE customer service?

a)Personal Referencesb)Positive Online Referencesc)Smilingd)All of the answers are correct

Answer: D

Which of the following are reflections of POSITIVE customer service?

a)Poor Reviewsb)Complaint Recordsc)Positive Online Referencesd)Market Research

Answer: C

Which of the following are reflections of POSITIVE customer service?

a)Poor Reviewsb)Complaint Recordsc)Return Customersd) Market Research

Answer: C

Which of the following are reasons a company would want to gather data about their “customer service?”

a)Provides measureable informationb)To perform evaluations on servicec)To base decisions for future serviced)All of the answers are correct

Answer: D

Which of the following are reasons a company would want to gather data about their “customer service?”

a)All of the answers are correctb)To perform evaluations on servicec)To base decisions for future serviced)To perform employee evaluations

Answer: A

What cycle does the following? 1) Identify Customers 2) Tracks Spending 3) Motivates Behavior 4) Rewards Performance and 5) Measures Results

a)Loyalty Cycleb)Provider Cyclec)Service Cycled)STARS Cycle

Answer: A

Starbucks utilizes the MyStarbucks Card, a loyalty program, and gives members a free drink on their birthday. What is Starbucks doing for its members?

a)Measuring Resultsb)Identifying Customersc)Tracking Spending d)Rewarding Performance

Answer: D

Which of the following is the most EXPENSIVE for a business to do

a)Reward shopping choicesb)Gain a new customerc)Keep a return customerd)Promote to Loyalty Program members

Answer: B

What type of customer service measurement is meant to be a “snapshot of a company’s performance through the eyes of its customers?”

a)Net Promoter Scoreb)Profitability Analysisc)Service Metricd)Affective/Cognitive Metric

Answer: A

What type of promotion is the MOST EFFECTIVE in regard to a company’s products or services?

a)Advertisingb)Social Mediac)Word-of-mouthd)Product Placement

Answer: C

__________ is how well a company’s product or services met or exceeded the customer expectations.

a)Satisfactionb)Servicec)Performanced)Evaluation

Answer: A

Which measures, or metrics, involve three psychological elements for evaluation -1)Cognitive 2) Affective 3) Behavioral?

a)Satisfaction Measuresb)Service Measuresc)Performance Measuresd)Evaluation Metrics

Answer: A

Which of the three Satisfaction Measures is concerned with emotions, feelings, like and dislike?

a)Affective b)Cognitivec)Behaviorald)Product

Answer: A

A popular theme park manages the grounds, cleanliness, garbage and lighting constantly to make sure that every customer enjoys their time in the park. This is an example of what?

a)Utilizing Park Personnelb)Operational Effectivenessc)Evaluation Metricsd)Maximizing the Customer Experience

Answer: D