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Customer Service End of Term Exam Study Guide with Answers, Exams of Customer Relationship Management (CRM)

This study guide provides a comprehensive overview of key concepts in customer service, covering topics such as communication styles, customer needs, and effective service strategies. It includes multiple-choice questions with answers, designed to help students prepare for an end-of-term exam in customer service.

Typology: Exams

2024/2025

Available from 01/13/2025

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Customer service End of Term Exam
final study guide with Answers.
1. When employers inhibit a CSR from utilizing their talents and
skills, this is the same as not allowing CSRs to advance in their
career - Correct Ans: โœ… true
2. Address customer service problems immediately is better than
allowing the problems - Correct Ans: โœ… true
3. Demonstrating teamwork amongst customer service
representative is the same as delegating to customer service
reprenstative - Correct Ans: โœ… false
4. The best way to resolve conflicts is communication and having
an open mind - Correct Ans: โœ… true
5. Listening to each other when having a conflict is a positive way
to understand where the misunderstanding may be in the
communication - Correct Ans: โœ… true
6. Basic communication is when the receiver sends information to
the sender - Correct Ans: โœ… false
7. A channel, when communicating, can be any device or object to
relay the information to another person - Correct Ans: โœ… true
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Customer service End of Term Exam

final study guide with Answers.

  1. When employers inhibit a CSR from utilizing their talents and skills, this is the same as not allowing CSRs to advance in their career - Correct Ans: โœ… true
  2. Address customer service problems immediately is better than allowing the problems - Correct Ans: โœ… true
  3. Demonstrating teamwork amongst customer service representative is the same as delegating to customer service reprenstative - Correct Ans: โœ… false
  4. The best way to resolve conflicts is communication and having an open mind - Correct Ans: โœ… true
  5. Listening to each other when having a conflict is a positive way to understand where the misunderstanding may be in the communication - Correct Ans: โœ… true
  6. Basic communication is when the receiver sends information to the sender - Correct Ans: โœ… false
  7. A channel, when communicating, can be any device or object to relay the information to another person - Correct Ans: โœ… true
  1. When communicating, it is easier to communicate when both parties do not have shared understanding - Correct Ans: โœ… false
  2. The aggressive communication style is a style where a person has an open minded, bitter, negative, and does not appreciate others - Correct Ans: โœ… false
  3. The aggressive communication style can be verbal/nonverbal it depends on the person - Correct Ans: โœ… true
  4. A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style - Correct Ans: โœ… false
  5. A customer who is quite, smiles when he or she does not want to smile and says one thing but mean something else is using a passive communication style - Correct Ans: โœ… true
  6. The assertive communication style is an action oriented, open minded, and positive style that customers as well as customer service representative can use - Correct Ans: โœ… true
  7. Telling a customer "please calm down" is the best way to relax an irate customer - Correct Ans: โœ… false
  1. Listening is hard work because of many distractions or communication barriers - Correct Ans: โœ… true
  2. Being a patient listener is being an open minded listener - Correct Ans: โœ… true
  3. A daydreamer is a level one listener with an open mind and shows empathy - Correct Ans: โœ… false
  4. Non-verbal feedback or body language helps the send to relay all of the information - Correct Ans: โœ… true
  5. A level two listener is a listener who tunes in on the words, not fully understanding the meaning of the communication - Correct Ans: โœ… true
  6. There are only four levels of listening with communication
    • Correct Ans: โœ… false
  7. A person's voice tone and body language can be different depending on the generation he or she is born in - Correct Ans: โœ… true
  8. Is the process of satisfying the customer relative to a product and/or service in whatever way the customer defines his or her need, and having that service delivered with

efficiency, compassion, and sensitivity - Correct Ans: โœ… customer service

  1. CRS is the acronym of - Correct Ans: โœ… customer service representative
  2. Explains who the customer are by demographics and what they want in terms of services - Correct Ans: โœ… customer profile
  3. Are customers who are on the outside of the organization that utilizes the products and/or services of your company - Correct Ans: โœ… external customers
  4. Are customers who are on the inside of your organization as employees, but still can use the products and/or services of your organization - Correct Ans: โœ… internal customers
  5. When a customer walks into an organization, he or she should fell acknowledged with sincerity. The need is considered
    • Correct Ans: โœ… the need to feel welcome
  6. The number one social media network that affects customers today and their respect opinions is - Correct Ans: โœ… facebook
  1. The quality of service is more important and essential for any customer than the quantity of service - Correct Ans: โœ… true
  2. A customer profile is not necessary when understanding who your customers are and why your customers need your product and/or service - Correct Ans: โœ… false
  3. When a customer has control of the transaction, he or she has control over you personally and how you are as a person - Correct Ans: โœ… false
  4. Is a pattern of collective character, behaviors, emotions and mentality a person portraits to others - Correct Ans: โœ… personality
  5. The easiest generation that a customer representative can work with is - Correct Ans: โœ… generation x
  6. Is the personality for being positive with systematic, well organized information to buy what he or she needs - Correct Ans: โœ… analytical
  7. Is the personality known for being positive or negative that values results and save time with control - Correct Ans: โœ… driver
  1. This generation was born between (1946-1964) - Correct Ans: โœ… baby boomers
  2. When a customer approaches you as the customer service representative, it is important to - Correct Ans: โœ… smile at the customer with a friendly tone and ask how may I help you
  3. The generation that question authority, orients themselves with goals and objectives, and flexible with diversity is - Correct Ans: โœ… generation y
  4. What is the least amount of distance two people should stay away from each other in order for comfort - Correct Ans: โœ… 3 feet
  5. When a customer service representative approaches a customer professionally and concludes the transactions with a "thank you" and a smile, this can cause a positive - Correct Ans: โœ… customer perception
  6. Which customer turnoff happens the most and affect organizations the most with their revenue and sales - Correct Ans: โœ… people turnoff
  1. What is the main reason why customers get angry and irate and voice their opinion about service and/or products - Correct Ans: โœ… all of the above
  2. The one thing a customer service representative should NOT say to a customer is - Correct Ans: โœ… please calm down
  3. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - Correct Ans: โœ… true
  4. A vocal customer who speaks their thoughts regarding customer service and/or products is a negative customer - Correct Ans: โœ… false
  5. When one customer is rude, the customer service representative should treat the following customers rudely - Correct Ans: โœ… false
  6. It is important for customer service representative to remember that each customer is an individual - Correct Ans: โœ… true
  7. it is better for a customer service representative to give service to Busy Bee customer than a Runner customer - Correct Ans: โœ… false
  1. A satisfied customer is a customer who enjoys the services and/or products that the organization provides - Correct Ans: โœ… true
  2. When training a CSR, it is important to show the new customer service representative what is expected and how the job functions are to be completed - Correct Ans: โœ… true
  3. Role playing with a customer service representative is not a way to analyze how the CSR will interact with customers in the future - Correct Ans: โœ… false
  4. It is important for customer service representative to remember that each customer is an individual - Correct Ans: โœ… true
  5. Practicing customer service skills is essential for a CSR to enhance how well he or she may react to future customers - Correct Ans: โœ… true
  6. Empowering CSRs is the same as monitoring their performance - Correct Ans: โœ… true
  7. Motivating customer service representatives is the same as encouraging their performance - Correct Ans: โœ… true