Call Center Customer Satisfaction 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. What are examples of methods that ease access for customers to reach customer support services?

Question 2 2. Which is the definition of customer service quality?

Question 3 3. Which are examples of ease of customer access to customer service?

Question 4 4. Which are examples of strong customer services skills?

Question 5 5.

Which term best describes this definition:

A customer's perspective regarding his or her interaction with a company during all stages of involvement.

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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. If you are concerned about the cleanliness of your store, what factor of customer satisfaction are you worried about?

Question 8 8. The degree to which a product or service meets a customer's expectations is called _____.

Question 9 9. If you are worried about location, parking and hours of operation, what factor of customer satisfaction is concerning you?

Question 10 10. How might a business be able to find out if its customers are satisfied with its services or products?

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Question 11 11. Why is it a good idea to study the needs of your current customers?

Question 12 12. Who are non-consumers?

Question 13 13. What BEST describes predicting customer needs?

Question 14 14. Which of the following is NOT an effect of predicting customer needs?

Question 15 15. For the purposes of predicting customer needs, how are current customers and non-consumers related?

Call Center Customer Satisfaction Chapter 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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