Proactive Customer Service 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. Which best describes proactive customer service?

Question 2 2. A possible benefit of proactive customer service is _____.

Question 3 3. Which of the following is an example of reactive customer service?

Question 4 4. It is a barista's first time making a latte on her own. When a customer comes to the counter and asks for soy milk, the barista is focused only on entering the order correctly into the cash register. How could the barista communicate better with the customer?

Question 5 5. A barista realizes the espresso machine is broken. Which option would be the best example of proactive customer service in this scenario?

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Question 6 6. What are the two key components of proactive customer service?

Question 7 7. What is one of the steps to using customer surveys?

Question 8 8. Why is it important to survey customers?

Question 9 9. Which of the following is the best choice for surveying customers?

Question 10 10. What has happened to many businesses that choose to ignore key trends that occur in the market?

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Question 11 11. Name 2 ways that businesses can stay relevant in the marketplace.

Question 12 12. According to the lesson, which is NOT a method businesses use to reward customers?

Question 13 13. How can an anonymous survey help a company know their customers?

Question 14 14. What is a focus group?

Question 15 15. Why is it important to get to know your customers?

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Question 16 16. What does it mean to go above and beyond in customer service?

Question 17 17. What are the two basic types of customers?

Question 18 18. Which of the following is NOT a benefit of creating loyal customers?

Question 19 19. What are three ways a company can communicate with their target market?

Question 20 20. Companies can market to their target using tools such as _____, _____, and _____ to show off new products.

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Question 21 21. _____ occurs when a company reaches out to a specific age group or gender and offers them products and services that they think you will want to buy.

Question 22 22. When preparing a contingency plan what should be included?

Question 23 23. What is an example of finding a temporary solution in an unexpected situation?

Question 24 24. What is the first step in preparing a contingency plan?

Question 25 25. Which of the following is a way to use technology to provide proactive customer service?

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Question 26 26. Which of the following is a benefit of proactive customer service for customers?

Question 27 27. Why should you include your team when evaluating surveys and tracking trends?

Question 28 28. What can businesses do in order to separate themselves from competitors?

Question 29 29. How can you learn more about your customers?

Question 30 30. How does Nordstrom create loyal customers?

Proactive Customer Service 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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