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Key Customer Service Skills & Strategies Chapter Exam

Practice 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 "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. A benefit of standard operating procedures for a customer would be:

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Question 2 2. One benefit of using customer service computer software includes:

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Question 3 3. What will a customer service operating manual ensure?

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Question 4 4. Which of the following questions should be considered when developing a customer service operating procedure?

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Question 5 5. Companies that invest in mentoring and training employees will experience:

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Page 2

Question 6 6. Which strategy for generating repeat business is innocent and unforced?

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Question 7 7. Which strategy to generate repeat business includes special discounts for preferred customers?

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Question 8 8. Name a method that businesses can utilize to make it easier for a customer to purchase.

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Question 9 9. How can businesses increase subscriptions to their newsletters?

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Question 10 10. What is a targeted email?

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Page 3

Question 11 11. It is not always what you say, but how you say it. Which of the following apply to this sentence?

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Question 12 12. Customers are usually upset when they have which of these problems?

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Question 13 13. Sometimes you can quickly calm an irate customer by simply _____.

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Question 14 14. Customers do not want to hear about your company _____.

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Question 15 15. Identifying potential problems before they actually happen is called being _____.

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Page 4

Question 16 16. How is empathy defined?

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Question 17 17. Non-verbal cues is an example of which?

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Question 18 18. Which is an example of personalized service?

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Question 19 19. What is customer loyalty?

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Question 20 20. Which is NOT an example of body language?

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Key Customer Service Skills & Strategies 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 "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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