Leadership for Customer Service Managers 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. An effective team needs all of the following EXCEPT:

Question 2 2. A ____ is made up of two or more people who work ____ to achieve a common ____ .

Question 3 3. What is a benefit of strategic leadership?

Question 4 4. What is strategic leadership?

Question 5 5. Richard Branson said: If you look after your _____, they'll look after your customers.

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Question 6 6. Who should work on the customer service team?

Question 7 7. Why is diversity important in a team?

Question 8 8. Which of the following is the BEST example of a clear performance goal?

Question 9 9. Which of these answers describes the term delegation?

Question 10 10. Which of these answers is not a step in the delegation process?

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Question 11 11. Which of these steps in the planned change process puts the change plan into action?

Question 12 12. Why is it desirable to appoint a change agent who is outside of the company?

Question 13 13. Which of these is a suitable goal for the customer service department of a pet store?

Question 14 14. Why do you need to review customer service goals every so often?

Question 15 15. Which category of roles does Sara the store manager use when she makes up the weekly schedule for her employees?

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Question 16 16. Fred the football coach must meet with the media and answer questions about team performance after every game. Which one of Mintzberg's managerial roles is Fred fulfilling?

Question 17 17. Which of the following is NOT part of the SMART goals?

Question 18 18. Why is it important to include team members in the goal-setting process?

Question 19 19. A leader can BEST motivate employees by _____.

Question 20 20. The CEO of a large company tells his employees what he expects them to do to increase revenue in the next quarter. He specifically explains an algorithm he purchased which should help their company. He gives his employees details on how to use the algorithm and he has a comprehensive list of assignments for them. How is this an example of guiding employees?

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Question 21 21. Which of the following is NOT a characteristic of effective teams?

Question 22 22. Which of the following is NOT a characteristic of strategic leadership?

Question 23 23. When providing customer service via telephone which one of these should you NOT do?

Question 24 24. The sharing and understanding of data and information as sender and receiver is _____.

Question 25 25. Which of these statements is true of delegation?

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Question 26 26. How is the effectiveness of a change plan evaluated?

Question 27 27. Why do customer service goals need to be quantifiable?

Question 28 28. When Mark the manager communicates his department's resource needs to company headquarters, which interpersonal role is he fulfilling?

Question 29 29. What does the S stand for in SMART goals?

Question 30 30. How do unassigned and assigned leadership roles differ?

Leadership for Customer Service Managers 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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