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60 Most Common Questions in Customer Service Exam, Exams of Customer Relationship Management (CRM)

60 Most Common Questions in Customer Service Exam information - Correct Ans: ✅ the five basic needs of customers are friendliness, empathy, fairness, control, and ... true - Correct Ans: ✅ when customers receive poor service they tell upwards of 20 people

Typology: Exams

2024/2025

Available from 01/13/2025

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60 Most Common Questions in
Customer Service Exam
1. information - Correct Ans: ✅ the five basic needs of
customers are friendliness, empathy, fairness, control, and ...
2. true - Correct Ans: ✅ when customers receive poor service
they tell upwards of 20 people
3. false - Correct Ans: ✅ companies should hire outside
consultants to obtain customer feedback
4. true - Correct Ans: ✅ it is unlikely that a manager will find all
of his/her desired personality traits in a company role model
5. what is the correct process for answering a phone in a
business? - Correct Ans: ✅ 1) pick up the phone; 2) greet the
caller; 3) give your name; 4) ask how you can help
6. true - Correct Ans: ✅ a study by brain & company suggests
that 5% increase in customer loyalty can improve profitability
by any where from 25% to 95%
7. which of the following are ways you can take responsibility for
a customer complaint? - Correct Ans: ✅ expressing sympathy
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60 Most Common Questions in

Customer Service Exam

  1. information - Correct Ans: ✅ the five basic needs of customers are friendliness, empathy, fairness, control, and ...
  2. true - Correct Ans: ✅ when customers receive poor service they tell upwards of 20 people
  3. false - Correct Ans: ✅ companies should hire outside consultants to obtain customer feedback
  4. true - Correct Ans: ✅ it is unlikely that a manager will find all of his/her desired personality traits in a company role model
  5. what is the correct process for answering a phone in a business? - Correct Ans: ✅ 1) pick up the phone; 2) greet the caller; 3) give your name; 4) ask how you can help
  6. true - Correct Ans: ✅ a study by brain & company suggests that 5% increase in customer loyalty can improve profitability by any where from 25% to 95%
  7. which of the following are ways you can take responsibility for a customer complaint? - Correct Ans: ✅ expressing sympathy

and full under standing; behaving without aggression; not making excuses for the problem

  1. what are the steps involved in the customer problem solving

process? - Correct Ans: ✅ 1) ask questions; 2) identifying the customer's needs; 3) explain what you can and cannot do; 4) discuss options; 5) take action; 6) check the results

  1. 91 - Correct Ans: ✅ what is the percentage of probability that poor service will dissuade a customer from ever returning to a company?
  2. apologize - Correct Ans: ✅ what is the third steps in renewing customer loyalty during a complaint?
  3. which of the following are key steps to loyal customers? -

Correct Ans: ✅ act on what your customers tell you; tell your customers what you expect; create easy ways for your customers to offer feedback

  1. call me back - Correct Ans: ✅ which of the following phrases should never be said to a customer?
  2. what are the steps for renewing loyalty during a

complaint? - Correct Ans: ✅ 1) listen completely, 2) let them vent, 3) apologize, 4) ask how you can make things right, 5) assure them you'll fix the problem

  1. policies, people, procedures - Correct Ans: ✅ which of the following are some of the five p's of customer service?
  2. identifying the customer's needs - Correct Ans: ✅ what is the second in imitating the customer problem solving process?
  3. true - Correct Ans: ✅ in retail industry the majority of training occurs "on the inspections to evaluate the progress of the company's customer services
  4. a clean, safe and secure environment - Correct Ans: ✅ what is the primary need of hospitality customers?
  5. thank - Correct Ans: ✅ in public sector customer service, L.A.S.T stands for listen, apologize, solve and ....
  6. culture - Correct Ans: ✅ for a retailer to offer excellent customer service consistently, management must create a ... of superior service
  7. false - Correct Ans: ✅ parking lots have little effect on a customer's overall impression of a store
  8. true - Correct Ans: ✅ experienced hospitality staff should be restrained on an on-going basis
  1. false - Correct Ans: ✅ you should treat all customer complaints with skepticism
  2. which of the following are types of teams found in

hospitality business? - Correct Ans: ✅ leisure groups; formal work groups; in - formal work groups

  1. true - Correct Ans: ✅ in a restaurant, guests should be acknowledged by every member of floor staff they pass
  2. true - Correct Ans: ✅ customer service is the main product of the hospitality industry
  3. false - Correct Ans: ✅ each quality control system (QCS) has a different central aim
  4. true - Correct Ans: ✅ it costs a retailer five times more to attend a new customer than to keep one they already have
  5. results - Correct Ans: ✅ managers should use positive reinforcement to help employees link service behavior with service
  1. "that is a good question, let me check and find out" -

Correct Ans: ✅ which of the following phrases is customer appropriate alternative to "I don't know"

  1. customer service management (CSM) - Correct Ans: ✅ which of the following is not a quality control system (QCS)?
  2. engagement rings; small earrings; wedding brand -

Correct Ans: ✅ which of the following pieces of jewelry are considered for restaurant staff?

  1. give them equal priority to in - store customers - Correct

Ans: ✅ what kind of attitude should retail staff adopt toward telephone customers?

  1. which of the following are some of the preparation and personal standards that should be followed in all restaurants? - Correct Ans: ✅ maintaining responsibility for your section; dress code; following instructions
  2. true - Correct Ans: ✅ customer service in the public sector often involves refusing people's requests
  3. false - Correct Ans: ✅ backroom staff do need to be concerned with customer service policy
  1. false - Correct Ans: ✅ each quality control system (QCS) has a different central aim
  2. formal work groups; in - formal work groups; leisure

groups - Correct Ans: ✅ which of the following are types of teams found in a hospitality business

  1. description - Correct Ans: ✅ to ensure that all employees are sure of their duties and responsibilities they should be provided with a detailed job
  2. false - Correct Ans: ✅ non verbal communication skills are slightly less important for communicating with customers than verbal communication skills
  3. false - Correct Ans: ✅ employees should never apologize on behalf of their company
  4. what are the key elements of customer service? - Correct

Ans: ✅ developing a customer friendly approach; expanding your definition of service; expanding your definition of service; identifying your customers

  1. true - Correct Ans: ✅ initiative is the difference between adequate customer service and customer service that wins customer loyalty