Download Customer Service: Through the Customer's Eyes Test Best Selection and more Exams Customer Relationship Management (CRM) in PDF only on Docsity!
Customer Service: Through the
Customer's Eyes Test Best Selection
Select the answer below that most accurately fills in the blank in this sentence: Most experts estimate that a disgruntled customer will tell between
people how they were treated.
a. 1-
b. 5-
c. 15-
d. 30-40 - Correct Ans: ✅ c. 15-
Which of the following is the equation used to explain value?
a. Cost to company minus benefit to customer
b. Benefit to customer divided by cost to company
c. Benefit to customer minus cost to customer
d. Benefit to company multiplied by cost to customer - Correct Ans:
✅ c. Benefit to customer minus cost to customer
Which of these activities is NOT associated with the cost side of the value equation?
a. Aggravation to complete the purchase
b. Time spent to complete the purchase
c. Reliability of the product
d. Not getting what you want
e. Getting what you want - Correct Ans: ✅ e. Getting what you want
A Forum Corporation study identified three major reasons why a customer leaves a company for a competitor. Those three are
- finding a better product, 2) finding a cheaper product and 3) too little or poor quality customer service. Based on the information supplied in this module, what percentage of customers left a company because of customer service issues?
a. 28 percent
b. 50 percent
c. 70 percent
d. 92 percent - Correct Ans: ✅ c. 70 percent
Lifetime Value, in reference to one of your customers, is defined as:
a. How important the customer is to your business.
b. The total length of time a customer does business with your company.
c. The average amount of money a customer will spend with your business over the course of his or her life.
d. The value your company perceives each customer has. - Correct
Ans: ✅ c. The average amount of money a customer will spend with your business over the course of his or her life.
According to information supplied in this module, what happens to customers who do complain and have their complaints resolved?
c. Purchase experience
Based on the second example between Mark and Dan, check all the things that Dan did to improve Mark's experience as a customer:
a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution. - Correct Ans: ✅ a. Listened attentively.
b. Empathized.
c. Followed up in a timely manner.
d. Delivered a solution.
Select the statement that best defines, "It is
better to underpromise and overdeliver, than to overpromise and underdeliver."
a. Tell the customer you will try, be realistic but instill a sense of confidence that their minimum request will be met. Then meet this minimum request plus bonus benefits.
b. Tell the customer you will try but it is unlikely you can fulfill their request. Then when you don't meet their request, they aren't disappointed.
c. Tell the customer what they want to hear, get their hopes up so they think you are going to come through for them. When you don't, they'll know you were trying your best.
d. Never ever promise something unless you are 100 percent sure you can deliver. That way, you'll always avoid dealing with an
unhappy customer - Correct Ans: ✅ a. Tell the customer you will try, be realistic but instill a sense of confidence that their minimum request will be met. Then meet this minimum request plus bonus benefits.
Recall the example in which the customer received the incorrect book. Select all the ways that the customer service representative made the customer feel unimportant.
a. Told the customer that it was the customer's fault for entering the wrong number on the order form.
b. The CSR offered an acceptable solution to help the customer.
c. The CSR made it a hassle for the customer to return the incorrect book and receive the correct book.
d. The CSR clearly stated the company policy for returns and
exchanges. - Correct Ans: ✅ a. Told the customer that it was the customer's fault for entering the wrong number on the order form.
c. The CSR made it a hassle for the customer to return the incorrect book and receive the correct book.
From the following list, select the four essential steps all customer service representatives should use when a customer calls with a complaint:
a. Listen carefully.
b. Place the customer on hold.
c. Direct the customer to a supervisor.
d. Apologize for the problem.
If ABC Company has a customer that spends an average of $500 per month, what is the LTV of this customer over a 10-year time frame?
a. $150,
b. $60,
c. $32,
d. $5,000 - Correct Ans: ✅ b. $60,
What does LTV stand for?
a. Life Time Value
b. Living Through Venture
c. Life, Timeliness, Vested
d. Listen to Values - Correct Ans: ✅ a. Life time value
True or False? A Final Customer is a person who purchases the product or service that your organization produces or provides. -
Correct Ans: ✅ True
True or False? An Intermediate Customer is a potential customer who has NOT purchased your product or service yet, but is likely to
do so. - Correct Ans: ✅ False
True or False? An Internal Customer is a person who works for your organization and carries out functions on the way to the
Intermediate or Final Customers. - Correct Ans: ✅ True
Trudy, a CSR, always listens to a customer, then apologizes, then she offers to fix the situation. What is the last step Trudy needs to implement to provide the best customer service possible?
a. Talk to her manager.
b. Follow up with the customer.
c. Make sure a paper trail is created for transactions.
d. Go on a break - Correct Ans: ✅ b. Follow up with the customer.
Which statement is the most "TRUE"?
a. Customers are most concerned with the cost of a product or service.
b. Customers are attracted and retained by superior value of a product or service.
c. Customers focus primarily on the convenience of obtaining a
product or service. - Correct Ans: ✅ b. Customers are attracted and retained by superior value of a product or service.
When people define high-quality customer service, three components are identified frequently. These three components are:
a. Attractive employees
b. Personal attention
c. Good Web site
d. Employee competence
e. Promptness - Correct Ans: ✅ b. Personal attention
d. Employee competence
e. Average food quality - Correct Ans: ✅ b. Poor service
Referring to the positive example of restaurant customer service in our video, which selection below shows that the waiter made the customer feel he cared?
a. Smiled.
b. Recommended an entrée.
c. Listened to the complaint and did his best to remedy.
d. Offered a complimentary dessert.
e. All of the above. - Correct Ans: ✅ e. All of the above.
Company profits generally after a period of customer satisfaction results.
a. Decline, average
b. Fall, good
c. Rise, good
d. Stay steady, poor
e. Improve, declining - Correct Ans: ✅ c. Rise, good
Select ALL of the following that are NOT factors in our definition of High-Quality Service.
a. Personal attention during the purchase
b. Terms and conditions of the purchase
c. Promptness during the purchase
d. Cost of the purchase
e Employee competence during the purchase - Correct Ans: ✅ b. Terms and conditions of the purchase
d. Cost of the purchase
Select ALL that apply to demonstrate competence to customers:
a. Focus on what the customer wants
b. Anticipate questions
c. Answer truthfully
d. Tell them what to expect — explain the process
e. Keep them updated and informed - Correct Ans: ✅ a. Focus on what the customer wants
b. Anticipate questions
c. Answer truthfully
d. Tell them what to expect — explain the process
e. Keep them updated and informed
Joe, the assistant manager of a bookstore, is completely out of a particular John Grisham novel and will not receive a new shipment for at least three days. Several customers are requesting this book. A woman approaches the counter.
Woman: I am interested in the new John Grisham. I really love lawyer novels.
Joe: I'm sorry, we currently don't have that book in stock. We should have it in three days.
Woman: So what am I supposed to do?
When you can't immediately solve the customer's problem, there ARE things you can still do to provide quality service.
Select the BEST answer.
a. Explain the expected time frame for the solution clearly.
b. Show confidence that you will make sure the problem is resolved.
c. Offer alternatives to give choices and control to the customer.
d. Acknowledge the problem, apologize and get all the necessary information.
e. All of the above. - Correct Ans: ✅ e. All of the above.
Select the three elements of "Promptness":
a. Be at work.
b. Make it quick.
c. Make it easy.
d. Make it enjoyable.
e. Talk fast. - Correct Ans: ✅ b. Make it quick.
c. Make it easy.
d. Make it enjoyable.
You are an associate of an upscale music store. You notice a woman looking at CDs in the Jazz section. She is flipping through the discs and looking rather agitated. She walks around the store and then comes back to the Jazz section. She looks around for an employee, but no one is in that area. You immediately approach the woman and ask if you can help her locate the CD she is looking for. You ask what type of music she enjoys and make suggestions of music of this type.
If you are unfamiliar with this type of music, you offer to look up selections on the computer, or obtain help from another employee. You have just demonstrated:
a. Personal attention
b. Employee competence
c. Promptness
d. All of the above
e. None of the above - Correct Ans: ✅ d. All of the above
Customers, just like the rest of us, value their time highly. They don't want to waste time while trying to buy things or resolve questions about a purchase. Based on information in the program, approximately how many working adults are willing to trade sleep in order to get more done with the extra time?
a. Almost none
b. About one-quarter
c. About one-half
d. About three-quarters
e. Almost everyone - Correct Ans: ✅ c. About one-half
True or False? When purchasing a service, most people feel customer
service is more important than cost. - Correct Ans: ✅ True
True or False? Generally, company profits are correlated with the
quality of customer service. - Correct Ans: ✅ True
Customers who spend more than $100 at a toy store will receive 10% off the total purchase. The cashier rings up items totaling $95 for a
customer. The cashier should: - Correct Ans: ✅ Suggest additional items that cost $5 or more.
What should a sales associate do if a customer delivery is delayed? -
Correct Ans: ✅ Apologize for the inconvenience and inquire with management about a resolution.
A customer in a wheelchair tries to enter the store using the handicap access door, which is located at the rear of the store. The door is locked. The customer rings the bell and no one answers. A second customer observes the customer in the wheelchair outside
and tells the cashier. What should the cashier do? - Correct Ans: ✅ Immediately call management to open the door for the customer in the wheelchair.
George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new
monitor. What should the sales associate do? - Correct Ans: ✅ Demonstrate the features of monitors that may be suitable
A child runs into a pet shop and goes over to the cage of an $ puppy. The child says, Mommy , I want this one! What should the
associate do NEXT? - Correct Ans: ✅ Smile at the child and ask the mother about her preferences and budget.
A customer is shopping for a new computer software package and states that the last version did not meet expectations regarding functionality. What should the sales associate do to help the
customer select the right software. - Correct Ans: ✅ Provide hands- on demonstration of different software packages.
A sales associate in Jewelry is showing a watch to a customer who cannot hear. The customer communicates through sign language. Which of these would be the MOST appropriate way to help her? -
Correct Ans: ✅ Give her the watch and a pen and paper to write down any questions.
A customer enters a store to return a digital camera and starts off by exclaiming, It sure wasn't as user-friendly as I was told it would be! Which action taken by the sales associate is MOST likely to save the
sale and ensure that the customer is satisfied? - Correct Ans: ✅ Ask questions to better understand the customer's problem, and then suggest a product that meets the customer's needs.
After explaining the features and benefits of several digital cameras, your customer has decided on the model she wishes to purchase. The customer says to you, I'm going to look around and see if I can find a less expensive one first. You know the camera will be going on
sale at your store in a few days. What should you do? - Correct Ans:
✅ Inform the customer that the items will be going on sale, and ask if you can hod one for her to pick up during the sale.
A customer has just purchased a box of magic tricks as a birthday gift for a friend's son. While the associate at the toy store is wrapping the
A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine
how to assist the customer? - Correct Ans: ✅ What can I do to make this right?
A customer comes into a furniture store with a piece of fabric. She sees an associate in the sofa department and tells him that she wants a chair to match the sofa in her living room. What should the
associate do? - Correct Ans: ✅ Escort her to the area where the chairs are, and ask open-ended questions to clarify her needs.
A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do
FIRST? - Correct Ans: ✅ Explain the delivery options and charges
Which is the BEST strategy for dealing with negative customer
feedback posted on customer surveys or social media? - Correct
Ans: ✅ Contact the customers with complaints and offer discounts on their next purchases.
A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the
sales associate take the BEST remedy the situation? - Correct Ans:
✅ Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.
What does the technique of asking open-ended questions allow a
sales associate to accomplish for the customer? - Correct Ans: ✅ A quicker match to the right product
What is the MOST important information the sales associate must get from a customer in order to arrange for a purchase to be shipped
as a gift? - Correct Ans: ✅ Name, address, and phone number of the recipient
Which is the BEST way for a sales associate to react to a customer
complaint? - Correct Ans: ✅ Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.
What should a sales associate say to a customer who has returned a
product that he or she purchased last month? - Correct Ans: ✅ Your account has been credited. Is there anything else I can do for you?
How is a complaint about a product that is still under warranty BEST
resolved? - Correct Ans: ✅ Discuss your company's policy regarding warranties as well as the terms of the manufacturer's warranty.
If a sales associate requires help meeting a specific customer's needs,
what should the associate do FIRST? - Correct Ans: ✅ Seek support from a co-worker or manager
