Qualities of Good Customer Service Final Exam

Free Practice Test Instructions:

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

Question 1 1. How can social media enhance CRM?

Question 2 2. What is customer loyalty?

Question 3 3. Personnel that can be clear and concise when speaking with customers and in-turn avoid confusion and false information, possess what key skill?

Question 4 4. Which is NOT an example of body language?

Question 5 5. What is an advantage of integrating social media with customer relationship management?

Question 6 6. If you are trying to learn whether a customer is satisfied with the construction of a product, what type of factor are you examining?

Question 7 7. Which of the following is NOT one of the characteristics of good customer service?

Question 8 8. Laura needs to deliver information to her team of customer service representatives about a new product that's about to hit the market. What's the BEST way to prepare the team for questions they may receive?

Question 9 9. How is empathy defined?

Question 10 10. What type of attitude should you look for in customer service personnel candidates?

Question 11 11. Body language is a form of what?

Question 12 12. Which of the following is a relevant skill of a customer service manager?

Question 13 13. In face-to-face interactions, being trained in soft skills is important because the attitude and body language of the customer service associate is _____ to the customer.

Question 14 14. Which type of employees are viewed as more likely to provide good customer service and manage conflict well?

Question 15 15. Jillian needs to address a mistake that was made by Sally, a member of her team. Sally is dedicated and diligent and rarely makes mistakes. What is the BEST way for Jillian to handle this?

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Qualities of Good Customer Service Final Free Practice Test Instructions

Choose your answer to the question and click 'Continue' to see how you did. Then click 'Next Question' to answer the next question. When you have completed the free practice test, click 'View Results' to see your results. Good luck!

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