Setting Customer Service Goals & Objectives Final 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. Directing a contractor to lay floor tile in a Versailles pattern with a half-inch grout joint is an example of:

Question 2 2. Anthony wants to do a better job for his company and makes this his goal. According to the SMART guidelines, this is an unacceptable goal because it is not _____.

Question 3 3. Locke's goal setting theory states that goals should have all of the following elements, EXCEPT:

Question 4 4. When an employee accomplishes a challenging goal, they are likely to:

Question 5 5. Which of the following would be a good goal for the Tire Company under the SMART framework?

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Question 6 6. The 'A' in a SMART goal stands for what?

Question 7 7. Carrol's Croissants has set a goal of wasting 25% less flour, what is missing from Carrol's goal?

Question 8 8. How can you clarify expectations with a customer?

Question 9 9. Which of the following is a measurable goal?

Question 10 10. Evan runs a doughnut shop. He has started hosting 'create your own doughnut' parties for children, where he takes doughnuts, frostings and toppings into customer's homes. He booked a party where a mother requested beach-themed doughnuts for her daughter's birthday. Evan told her that he would be able to find specialty toppings to make four different kinds of doughnuts. However, the day of the party he had enough specialty toppings for the kids to make six kinds of doughnuts. The mom was thrilled. This is an example of:

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Question 11 11. What are some common responsibilities of a customer service manager?

Question 12 12. What are some functions of an account manager?

Question 13 13. Which of the following does NOT occur with goal commitment?

Question 14 14. Why is it important for a business to have clearly stated policies?

Question 15 15. What factors should be considered when establishing a customer service department?

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Question 16 16. What is one form of customer service that is growing in popularity?

Question 17 17. What information does an entry-level customer service person handle?

Question 18 18. Why is it important for businesses to set and exceed their customers' expectations?

Question 19 19. An organization that offers custom training programs held on-site at clients' offices books a small class for only six engineers at a small company that will bring in revenue of $6,000. Later that day, the organization is contacted by another client who is requesting a much larger class on the same day that would bring in revenue of $15,000. They respectfully decline, keeping the commitment to the first client. This is an example of _____.

Question 20 20. When task complexity is high, an employee will be:

Setting Customer Service Goals & Objectives Final 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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