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EGCC BUS209 Customer Service Module Quiz Building Customer Relationships Exam 2025 Edition, Exams of Customer Relationship Management (CRM)

A quiz for the egcc bus209 customer service module, focusing on building customer relationships. It features multiple-choice questions covering key aspects of customer service, such as empathy, customer retention, and effective communication strategies. The quiz provides insights into the importance of understanding customer needs, exceeding expectations, and building strong relationships for business success.

Typology: Exams

2024/2025

Available from 01/13/2025

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EGCC BUS209 Customer Service
Module Quiz Building Customer
Relationships Exam 2025 Edition
1. A good customer service worker may sometimes recommend a
competitor's service or product. - true
2. It is more valuable to the business to know your competition
than to know your individual customers. - false
3. Which of the following actions most closely demonstrates
empathy to your customer? - telling them that you feel bad
with them
4. Customers are more interested in the technical aspects of a
product than how it is going to improve their lives. - false
5. A company is most likely to be judged by the customer based
on . - the person that they are interacting with
6. Customer retention is usually the result of great customer
service from every member on a company's team. - true
7. Knowing your competition is a valuable customer service tactic.
- true
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EGCC BUS209 Customer Service

Module Quiz Building Customer

Relationships Exam 2025 Edition

  1. A good customer service worker may sometimes recommend a competitor's service or product. - ✅true
  2. It is more valuable to the business to know your competition than to know your individual customers. - ✅false
  3. Which of the following actions most closely demonstrates empathy to your customer? - ✅telling them that you feel bad with them
  4. Customers are more interested in the technical aspects of a product than how it is going to improve their lives. - ✅false
  5. A company is most likely to be judged by the customer based on. - ✅the person that they are interacting with
  6. Customer retention is usually the result of great customer service from every member on a company's team. - ✅true
  7. Knowing your competition is a valuable customer service tactic.
    • ✅true
  1. _____when solving customer problems ensures the highest level of customer service. - ✅Listening, empathizing, and taking charge
  2. There is little room for advancement through an organization in a customer service role. - ✅false
  3. The ______ of the CSW are what count more than anything else in providing effective customer service. - ✅attitudes
  4. Success as a customer service worker depends on the ability to connect with customers on a personal level. - ✅true
  5. The largest majority of customers who leave a company for good say the primary reason was. - ✅bad service from just one employee
  6. It can cost five times as much to attract a new customer as it costs to keep an old one. - ✅true
  7. An effective customer service tactic is to emphasize the benefits of a product or service, rather than its features. - ✅true