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Customer Satisfaction & Retention 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. How does Nordstrom create loyal customers?

Question 2 2. How can you show appreciation to a loyal customer?

Question 3 3. What is a benefit of resolving customer service complaints?

Question 4 4. What does it mean to go above and beyond in customer service?

Question 5 5. Which of the following is NOT one of the characteristics of good customer service?

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Question 6 6. How might a business be able to find out if its customers are satisfied with its services or products?

Question 7 7. What are the two basic types of customers?

Question 8 8. Why do some organizations include their call center response times in promotional materials?

Question 9 9. What is one of the steps to resolving customer service complaints?

Question 10 10. Which of the following is NOT a benefit of creating loyal customers?

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Question 11 11. According to the lesson, what type of interaction do customers get at a customer service station?

Question 12 12. If you are worried about location, parking and hours of operation, what factor of customer satisfaction is concerning you?

Question 13 13. The degree to which a product or service meets a customer's expectations is called _____.

Question 14 14. How can you go above and beyond customers' expectations?

Question 15 15. Which of the following is NOT a type of customer service discussed in the lesson?

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Question 16 16. Why is resolving customer service complaints important?

Question 17 17. Why is follow up important when resolving a customer's concern?

Question 18 18. 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 19 19. If you are concerned about the cleanliness of your store, what factor of customer satisfaction are you worried about?

Question 20 20. How do technical customer service professionals help customers?

Customer Satisfaction & Retention 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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