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CUSTOMER SERVICE CH 2 PT 1 Final
Exam with Accurate Answers.
1. When consumers receive good service, they tell
___________people about it. - Correct Ans: ✅ 1 to 3
2. The likelihood that customers will repurchase from a company
if their complaints are handled quickly or pleasantly is - Correct
Ans: ✅ 82%
3. When service is poor,_________________________of retail
customers refuse to go back to a store. - Correct Ans: ✅ 91%
4. The Service Success Loop includes - Correct Ans: ✅ business
success, employee satisfaction and retention, customer
satisfaction, and customer loyalty.
5. Active Listening - Correct Ans: ✅ A structured form of
listening and responding that focuses the attention on the
speaker. The listener must take care to attend to the speaker
fully, and then repeat, in the listener's own words, what he or
she thinks the speaker has said.
6. Benefits - Correct Ans: ✅ Advantages or rewards of product
features
7. Closed-ended questions - Correct Ans: ✅ Questions that tend
to evoke one-word answers: yes or no.
