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The Role & Duties of 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. Why is it important for a business to have clearly stated policies?

Question 2 2. How can you clarify expectations with a customer?

Question 3 3. Why is it important for businesses to set and exceed their customers' expectations?

Question 4 4. What information does an entry-level customer service person handle?

Question 5 5. What are some common responsibilities of a customer service manager?

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Question 6 6. An organization that offers custom training programs held on-site at clients' offices books a small class for only six engineers at a small company that will bring in revenue of $6,000. Later that day, the organization is contacted by another client who is requesting a much larger class on the same day that would bring in revenue of $15,000. They respectfully decline, keeping the commitment to the first client. This is an example of _____.

Question 7 7. Evan runs a doughnut shop. He has started hosting 'create your own doughnut' parties for children, where he takes doughnuts, frostings and toppings into customer's homes. He booked a party where a mother requested beach-themed doughnuts for her daughter's birthday. Evan told her that he would be able to find specialty toppings to make four different kinds of doughnuts. However, the day of the party he had enough specialty toppings for the kids to make six kinds of doughnuts. The mom was thrilled. This is an example of:

Question 8 8. What factors should be considered when establishing a customer service department?

Question 9 9. What are some functions of an account manager?

Question 10 10. What is one form of customer service that is growing in popularity?

The Role & Duties of Customer Service Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back to them later with the "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. You will lose your work if you close or refresh this page. Good luck!

Setting Customer Service Goals & Objectives  /  Business Courses
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