Question 1.1. (TCO 9) If you lose one customer who spends $50 per month, what is the net loss over a decade? (Points : 10)
$50
$5,000
$2,600
$6,000
Question 2.2. (TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty? (Points : 10)
They will always refer 15 people to you.
It will generate positive feelings.
They will always put up positive reviews online.
It will generate a sense of accomplishment.
Question 3.3. (TCO 1) Which of these core customer service competencies requires an ability to listen to the customer and assess their situation? (Points : 10)
Ability to communicate effectively
Acceptance of ownership
Ability to manage knowledge
Ability to use empowerment
Question 4.4. (TCO 13) Which of these is not true of electronic customer service via websites? (Points : 10)
Electronic customer service can produce frustrated customers.
Electronic customer service can completely replace phone calls.
Your company can end up with a failed website.
Installing an electronic customer service solution can be costly.
Question 5.5. (TCO 2) Which one of these is not regarded as a potential turnoff to customers? (Points : 10)
Merchandise prices not marked; price check required
Having to wait too long
Dirty facilities, particularly restrooms
Product bundling
Question 6.6. (TCO 3) Which of the following is not a best practice for phone conversations? (Points : 10)
Address people with courtesy titles
Keep your conversation businesslike
Keep your conversation tactful
Always try to sell the customer an upgrade
Question 7.7. (TCO 5) Which of these company behaviors can prevent receiving customer feedback entirely? (Points : 10)
Having a minimum phone conversation time
Mailing thank-you notes
Having a “no complaints” policy
Creating a recognition culture in your company
Question 8.8. (TCO 7) What is it called when people pretend to be listening, but aren’t really paying attention? (Points : 10)
Being a wide asleep listener
Being a fake friend
Being in the no-attention zone
Being an active-automatic listener
Question 9.9. (TCO 7) Which of these is not a nonverbal cue that can help with active listening? (Points : 10)
Appearing concerned
Maintaining good eye contact
Nodding
Asking for clarification
Question 10.10. (TCO 2) What does the concept of service recovery mean? (Points : 10)
Problem situations can be prevented entirely
Customer loyalty is destroyed by any problem, even if resolved
Customers can perform services for your business in exchange for goods
Acknowledging and addressing complaints helps create loyalty
