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. What is a contingency plan?

Question 2 2. What is an example of finding a temporary solution in an unexpected situation?

Question 3 3. Why is it important to notify the customer when something unexpected happens?

Question 4 4. According to the lesson, which is NOT a method businesses use to reward customers?

Question 5 5. What has happened to many businesses that choose to ignore key trends that occur in the market?

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Question 6 6. What can businesses do in order to separate themselves from competitors?

Question 7 7. How can you show appreciation to a loyal customer?

Question 8 8. Which of the following is NOT a benefit of creating loyal customers?

Question 9 9. How does Nordstrom create loyal customers?

Question 10 10. What is a focus group?

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Question 11 11. Why is it important to get to know your customers?

Question 12 12. How can an anonymous survey help a company know their customers?

Question 13 13. Which best describes proactive customer service?

Question 14 14. A possible benefit of proactive customer service is _____.

Question 15 15. Which of the following is an example of reactive customer service?

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Question 16 16. What are the two key components of proactive customer service?

Question 17 17. Which of the following is a benefit of proactive customer service for customers?

Question 18 18. A barista realizes the espresso machine is broken. Which option would be the best example of proactive customer service in this scenario?

Question 19 19. Why is it important to survey customers?

Question 20 20. Why should you include your team when evaluating surveys and tracking trends?

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Question 21 21. What is one of the steps to using customer surveys?

Question 22 22. What is the primary goal of target marketing?

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

Question 24 24. It is extremely important to use target marketing when offering _____ so that you don't waste your profits trying to sell to people who will never buy the product.

Question 25 25. What is the first step in preparing a contingency plan?

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Question 26 26. Which is an example of a business accepting new technology?

Question 27 27. What does it mean to go above and beyond in customer service?

Question 28 28. How can you learn more about your customers?

Question 29 29. Which of the following is a way to use technology to provide proactive customer service?

Question 30 30. 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?

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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