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

Question 3 3. A possible benefit of proactive customer service is _____.

Question 4 4. How can you show appreciation to a loyal customer?

Question 5 5. What does it mean to go above and beyond in customer service?

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Question 6 6. How does Nordstrom create loyal customers?

Question 7 7. A barista realizes the espresso machine is broken. Which option would be the best example of proactive customer service in this scenario?

Question 8 8. 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 9 9. What are the two key components of proactive customer service?

Question 10 10. How can you learn more about your customers?

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Question 11 11. What is a focus group?

Question 12 12. Why is it important to get to know your customers?

Question 13 13. Why is it important to notify the customer when something unexpected happens?

Question 14 14. What is the first step in preparing a contingency plan?

Question 15 15. What is a contingency plan?

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Question 16 16. What can businesses do in order to separate themselves from competitors?

Question 17 17. What has happened to many businesses that choose to ignore key trends that occur in the market?

Question 18 18. Name 2 ways that businesses can stay relevant in the marketplace.

Question 19 19. Which of the following is an example of a trend one might see on a customer service survey?

Question 20 20. What is one of the steps to using customer surveys?

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Question 21 21. Which of the following is the best choice for surveying customers?

Question 22 22. _____ 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 23 23. What are three ways a company can communicate with their target market?

Question 24 24. What is the primary goal of target marketing?

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. What are the two basic types of customers?

Question 27 27. Which of the following is a benefit of proactive customer service for customers?

Question 28 28. Why is evaluating customer feedback important to getting to know your customers?

Question 29 29. What is an example of finding a temporary solution in an unexpected situation?

Question 30 30. According to the lesson, which is NOT a method businesses use to reward 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!

Business 201: Customer Service  /  Business Courses
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