Setting Customer Service Goals & Objectives Final Exam
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Question 11.Directing a contractor to lay floor tile in a Versailles pattern with a half-inch grout joint is an example of:
Question 22.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 33.Locke's goal setting theory states that goals should have all of the following elements, EXCEPT:
Question 44.When an employee accomplishes a challenging goal, they are likely to:
Question 55.Which of the following would be a good goal for the Tire Company under the SMART framework?
Question 66.The 'A' in a SMART goal stands for what?
Question 77.Carrol's Croissants has set a goal of wasting 25% less flour, what is missing from Carrol's goal?
Question 88.How can you clarify expectations with a customer?
Question 99.Which of the following is a measurable goal?
Question 1010.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:
Question 1111.What are some common responsibilities of a customer service manager?
Question 1212.What are some functions of an account manager?
Question 1313.Which of the following does NOT occur with goal commitment?
Question 1414.Why is it important for a business to have clearly stated policies?
Question 1515.What factors should be considered when establishing a customer service department?
Question 1616.What is one form of customer service that is growing in popularity?
Question 1717.What information does an entry-level customer service person handle?
Question 1818.Why is it important for businesses to set and exceed their customers' expectations?
Question 1919.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 2020.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 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!