Customer Service Test
How
do CRM (Customer Relationship Management) systems help in sending a consistent
message to customers?
a. The
same draft of an email can be sent to every single customer thus ensuring
consistency.
b. They
are used for all marketing efforts of a company.
c. Information can be distributed via the CRM
system for sending the same message to all the customers in the same group.
d. The
CRM system always works as the back end for the company website.
What
approach should a firm take when they need to say ‘no’ to a customer?
a. Say
‘no’ up front, being honest.
b. Do
not say ‘no’, but later do not deliver on the alternative solutions.
c.
Pretend everything is good, but towards the end of the conversation, tell them
you did not mean what you said and actually the answer is ‘no’.
d. Do not say ‘no’, but offer alternative
solutions.
What
is meant by a “hard no”?
a.
Saying ‘no’ to the customer but offering alternatives
b.
saying ‘yes’ to the customer at first but switching to ‘no’ later
c.
Saying ‘yes’ to the customer with no intention of following through
d. Saying ‘no’ to the customer and offering
no alternative solution
Why
would a company want to know the profitability and sales history of customers?
a. They
would automatically drop the lowest 10% of customers.
b. They
can ask the higher sales clients to act as representatives of the company.
c. It offers the company potential for
directing their marketing campaigns effectively on the basis of their buying habits.
d. They
can find out who owes the company money.
What
is the advantage of email based customer service?
a. It
makes dealing with irate customers easier.
b. It provides an easy reference to past
communication with the client.
c. It
is impersonal.
d.
Canned responses can be sent back.
What
is the primary purpose of setting goals of customer service?
a. To
know when no more customer service needs to be provided
b. To
compare the firm’s strategy with that of the competitors
c. To create measurable objectives which the
firm can strive to meet
d. To
allow for customer service agents to be promoted on the basis of their
performance
How
important is it the top management to be involved in Creating Customer Service
Strategy?
a. Very important – The top management has to
be committed to it and offer the maximum support.
b. Not
important at all – The employees at the customer level should decide the strategy.
c.
Important only in small companies, not large corporations
d.
Important only in large companies. Smaller companies do not need to worry about
customer service strategy.
What
is customer profiling?
a.
Reporting customer data to government agencies
b. A
customer filling in a profile online
c.
Using customer data to determine an overall company marketing campaign
d. Using a series of data points to place
customers into groups and tailoring their experience with your company
What
is a data warehouse?
a. A
single database for the CRM program
b. The
physical warehouse where the company servers are stored
c. A database that stores information from
several other data sources, allowing a CRM system
query multiple databases from on location
d. A
program that is used to create financial reports
Which
of the following is a customer need?
a.
Premium pricing
b.
Experienced management
c. Friendly customer service
d.
Growing financial performance
What
should be done with an irate customer after they have vented out and explained
their situation?
a. Ask
them to call back later when they have calmed down.
b. Express empathy.
c. Put
them on hold and pass them onto a manager.
d.
Issue them a refund regardless of the problem.
How
important is the tone of voice when talking to someone on the phone?
a. Extremely important
b. Not
important at all
c.
Slightly important
d.
Depends on the situation
What
is a continuous improvement plan?
a. A predetermined plan to continually help
the employees keep themselves informed of the company’s latest initiatives in
order ultimately to make themselves better at customer service
b. A
plan to educate the customer about the products.
c. A
plan to help the management understand the customers’ needs better
d. A
predetermined plan to help the employees learn more about the company’s
financial situation and the company’s need to perform better
What
should the customer service representative do when a customer is yelling?
a. Yell
back at them
b. Not
respond and hang up
c.
Sound anxious
d. Keep a calm, lower tone to calm the
customer down
Why
is giving a customer the required information considered good customer service?
a. It
makes the customer feel they got something for nothing.
b. It
makes the customer feel guilty if they ever have a problem.
c. It
allows you to upsell to the customer something they do not need.
d. It allows you to add value for the
customer and help them make an informed decision.
Why
do the customers’ do needs change according to the nature of the situation?
a.
People are fickle and want different things even in the same situation
depending on different occasions.
b. Needs are different depending on what the
customer values as important under the circumstances.
c.
Needs changed according to the financial situation of the customer at the time.
d. The
customer can probably be talked into focusing on their wants instead of needs.
What
are the two factors to consider when Creating Customer Service Strategy?
a. Employee reception to the plan, and
customer reception to the plan
b. The
cost of implementing, and employee reception
c. The
time needed to create and implement, and the cost of implementation
d. The
competition’s as well as the customers’ reaction to the plan
What
would a monotone and flat voice indicate to a customer?
a. The
person is energetic and wants to help.
b. The person is bored and uninterested in
the conversation.
c. The
person is angry.
d. The
person doesn’t believe what they are hearing.
What
would perfect customer relationship management entail?
a.
Saving the company money
b. Immediate customer gratification and
personalized interactions with each customer
c.
Reducing the call times of customer complaints
d.
Increased visibility into the financial situation of the company
What
is the purpose of FAQ’s (frequently asked questions)?
a. To
give the website more content which looks impressive
b. To spur the customer to ask additional
questions
c. To
position the company as an industry leader
d. To
answer question customers often have so they can easily find the answer without
having to ask
What
would be a good opening line in replying to an irate customer’s email?
a.
Please call customer service.
b. We
are glad you are enjoying our product/service.
c. Thank you for your email, we are sorry to
hear about he problem you have.
d. We
will get back to you within 7 days.
What
is the importance of consistency while offering customer service to different
people?
a. Not
important – Customers only know what they experience and can not compare the
service they get with that offered to others.
b. Very important – Customers expect a
consistent level of service when dealing with a company.
c.
Important only for large companies, not for small ones
d.
Important only for small firms since they rely on customer referrals.
How
can a company’s online ordering process be made more customer friendly?
a. Ask
for lots of details so the customer can be catered to in the future.
b. Try
to sell customers additional products and services unsolicited.
c.
Place ads on the order page for additional products.
d. Only ask for information necessary to
process the order.
What
is meant by inflection?
a. The
accent you talk in, depending on your country
b. The highs and lows of your voice, which
let the customer know how interested you are in talking to them
c. The
pace at which you speak, which lets the customer know if you are in a rush or
not
d. The
general attitude you convey to a customer
What
general rule does phone etiquette require customer service representatives to
follow?
a. Ask
the other party how you can help them.
b. Say
“Hello?” then pause.
c. Ask them for their name or customer number
before greeting them.
d. Try
to redirect the caller to someone else.
What
does CRM software allow a company to do?
a.
Create one to many relationships with customer groups
b.
Create many to one relationships with customers
c. Send
financial reports to the management
d. Create a one to one relationship with each
customer.
What
should be said to a customer when putting them on hold?
a. Say
nothing. Just put them on hold.
b. Say
“Just a minute”; then put them on hold.
c. Ask them first if it is okay to put them
on hold for a moment.
d. Tell
them they need to hold for several minutes.
What
would be the two needs of a customer when visiting a theme park?
a. Safety and Fun
b.
Accuracy and Certainty
c.
Efficiency and Seriousness
d. Low
cost and Tranquility
Where
should firms start while working on a strategy for customer service?
a. Survey the customers to get their feedback
and to find out their needs and expectations of the firm.
b. Copy
what the competition is doing.
c. Ask
the employees what strategies they want to be implemented.
d. Look
for the standard customer service strategy employed in the country of
operation.
What
is the importance of customer oriented goodwill?
a. It
allows for cheaper resolutions to customer conflict.
b. It is a good substitute for good customer
service.
c. It
allows the management to measure how well customer service is being performed.
d. It
puts the company ahead of the competitors in respect of customer service.
What
is the first step in dealing with a customer when he/she is irate?
a. Tell
him/her to be quiet and listen.
b. Tell
hem/her to call back when he/she has calmed down.
c. Ask the customer what can be done to solve
the problem.
d. Let
the customer give vent to his/her feelings and do not try to interrupt him/her.
Which
of the following would be a potential segmenting factor for customers?
a. Age
range
b. Zip
code
c. The
industry they work in
d. All of the above
Why
is it important to pace your tone on the phone with the other person?
a. It
automatically makes them assume they will get what they want.
b. It
creates rapport with the customer and puts them at ease.
c. If
the person talks fast, it means they are in a rush and you should also do the
same.
d. It tells the customer you are someone they
can trust.
How
can a company create an atmosphere of continuous improvement and have employees
who strive to perform?
a. By
reducing headcount by 10% each year
b. By
making it mandatory for the employees to attend company meetings.
c. By offering incentives, both financial and
non financial, for good performance
d. By
telling the employees that mystery callers will evaluate them
What
should be done at the end of a phone call with a customer after resolving an
issue they had?
a. Try
to sell them something new.
b. Ask
them to write a nice letter to the company praising the customer service agent.
c. Tell
them only the first customer service call is free.
d. Repeat to the customer what you resolved
and any further actions you’ll be taking.
What
does a customer with a problem expect from a customer service representative?
a.
Discounts a coupons
b. The
management’s commitment to the growth of the firm
c. An
aggressive tone
d. Understanding and empathy
What
is meant by “data mining”?
a.
Creating specialized reports
b.
Entering data into a data base
c.
Calling customers to survey them
d. Sifting through vast amounts of data by
focusing on specific attributes
What
is the disadvantage of email based customer service?
a. It
is more cost effective than other methods.
b. It
allows the company to respond quickly.
c. It
gives the company a trail of communications with the customer.
d. It is unemotional and doesn’t always allow
the customer to convey the importance of their question or issue.
Which
of the following would be the best way to offer customer service online?
a. To
make a form people can submit available online
b. To
supply answers to FAQ’s online
c. To make live chat with company
representatives available 24/7
d. To
make company phone number available online
How
should a customer service strategy plan be distributed to the employees?
a. By
sending a mass email
b. By telling only those who directly deal
with the customers
c. By
emphasizing the management’s commitment to the plan at a company wide meeting
d. It
should be confined to the top management