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 the primary goal of target marketing?

Question 2 2. 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 3 3. Companies can market to their target using tools such as _____, _____, and _____ to show off new products.

Question 4 4. Which of the following is a way to use technology to provide proactive customer service?

Question 5 5. A possible benefit of proactive customer service is _____.

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Question 6 6. Which best describes proactive customer service?

Question 7 7. According to the lesson, which is NOT a method businesses use to reward customers?

Question 8 8. Name 2 ways that businesses can stay relevant in the marketplace.

Question 9 9. What has happened to many businesses that choose to ignore key trends that occur in the market?

Question 10 10. Which of the following is a benefit of proactive customer service for the business?

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Question 11 11. A barista realizes the espresso machine is broken. Which option would be the best example of proactive customer service in this scenario?

Question 12 12. What are the two key components of proactive customer service?

Question 13 13. How can you show appreciation to a loyal customer?

Question 14 14. Which of the following is NOT a benefit of creating loyal customers?

Question 15 15. What are the two basic types of customers?

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Question 16 16. How can an anonymous survey help a company know their customers?

Question 17 17. Why is evaluating customer feedback important to getting to know your customers?

Question 18 18. How can you learn more about your customers?

Question 19 19. When preparing a contingency plan what should be included?

Question 20 20. What is a contingency plan?

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Question 21 21. What is an example of finding a temporary solution in an unexpected situation?

Question 22 22. Which of the following is the best choice for surveying customers?

Question 23 23. Why is it important to survey customers?

Question 24 24. What is one of the steps to using customer surveys?

Question 25 25. What are three ways a company can communicate with their target market?

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Question 26 26. Reactive customer service often makes customers _____.

Question 27 27. What can businesses do in order to separate themselves from competitors?

Question 28 28. 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 29 29. What does it mean to go above and beyond in customer service?

Question 30 30. What is a focus group?

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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