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Customer Service & Communication Skills 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!

Page 1

Question 1 1. Why do customer service representatives need to have good communication with other employees?

Question 2 2. Which of the following responses is an example of effective communication from a customer service representative?

Question 3 3. A customer service representative must have good communication with _____.

Question 4 4. Why do customer service representatives need to have good communication with company managers?

Question 5 5. What is effective communication in customer service?

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Question 6 6. What is one of the dangers of getting to know people from different countries?

Question 7 7. What is one of the main abilities you need to take care of customers from different countries?

Question 8 8. Which of the following is not recommended as a change a shopkeeper could make, as a means of attracting diverse customers?

Question 9 9. If a person pauses a lot and uses a lot of hand gestures, then what sort of culture is he from?

Question 10 10. What might happen if you do not keep the right amount of personal space between you and a person from another culture?

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Question 11 11. Which type of employees are viewed as more likely to provide good customer service and manage conflict well?

Question 12 12. Body language is a form of what?

Question 13 13. Direct eye contact lets the customer know what?

Question 14 14. A common term for soft skills is _____.

Question 15 15. 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.

Customer Service & Communication Skills 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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