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Key Customer Service Skills & Strategies Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Sometimes you can quickly calm an irate customer by simply _____.

Question 2 2. Identifying potential problems before they actually happen is called being _____.

Question 3 3. Which is an example of personalized service?

Question 4 4. What is customer loyalty?

Question 5 5. How is empathy defined?

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Question 6 6. It is not always what you say, but how you say it. Which of the following apply to this sentence?

Question 7 7. Which strategy to generate repeat business includes special discounts for preferred customers?

Question 8 8. Customers are usually upset when they have which of these problems?

Question 9 9. Name a method that businesses can utilize to make it easier for a customer to purchase.

Question 10 10. How can businesses increase subscriptions to their newsletters?

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Question 11 11. What is a targeted email?

Question 12 12. Which strategy for generating repeat business is innocent and unforced?

Question 13 13. Non-verbal cues is an example of which?

Question 14 14. Which is NOT an example of body language?

Question 15 15. Customers do not want to hear about your company _____.

Key Customer Service Skills & Strategies Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. You will lose your work if you close or refresh this page. Good luck!

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