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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. Which is NOT an example of body language?

Question 2 2. What will a customer service operating manual ensure?

Question 3 3. Sometimes you can quickly calm an irate customer by simply _____.

Question 4 4. Customers do not want to hear about your company _____.

Question 5 5. It is not always what you say, but how you say it. Which of the following apply to this sentence?

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Question 6 6. Which strategy to generate repeat business includes special discounts for preferred customers?

Question 7 7. A benefit of standard operating procedures for a customer would be:

Question 8 8. Which of the following questions should be considered when developing a customer service operating procedure?

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

Question 10 10. Non-verbal cues is an example of which?

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Question 11 11. Customers are usually upset when they have which of these problems?

Question 12 12. Companies that invest in mentoring and training employees will experience:

Question 13 13. What is customer loyalty?

Question 14 14. How can businesses increase subscriptions to their newsletters?

Question 15 15. One benefit of using customer service computer software includes:

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Question 16 16. What is a targeted email?

Question 17 17. Which is an example of personalized service?

Question 18 18. Identifying potential problems before they actually happen is called being _____.

Question 19 19. How is empathy defined?

Question 20 20. Which strategy for generating repeat business is innocent and unforced?

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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