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Providing 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. A common term for soft skills is _____.

Question 2 2. Social media tools are a great way companies can _____.

Question 3 3. Body language is a form of what?

Question 4 4. Which type of employees are viewed as more likely to provide good customer service and manage conflict well?

Question 5 5. In face-to-face interactions, being trained in soft skills is important because the attitude and body language of the customer service associate is _____ to the customer.

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Question 6 6. What is an advantage of integrating social media with customer relationship management?

Question 7 7. Inbound call centers are typically used for all of the following EXCEPT:

Question 8 8. The outbound call center is mainly used for:

Question 9 9. Which of the following is NOT a specific type of call center?

Question 10 10. When attracting future customers and retaining current customers, companies can use social media tools to _____.

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Question 11 11. Interactive Voice Response (IVR) software can assist with which of the following?

Question 12 12. What is one thing a company can focus on to ensure success?

Question 13 13. How can social media enhance CRM?

Question 14 14. When companies are actively engaged on social media platforms, it allows them to _____.

Question 15 15. Direct eye contact lets the customer know what?

Providing 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!

Qualities of Good Customer Service  /  Business Courses
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