Customer Service
Test Review

• A. Product
• B. Business (vision)
• C. Excellent Service
• D. All of the Above

a.The product b.The service c.The customer d.The campaign

Answer: C

Which of the following is a need that the customer openly tells you about?
a.Explicit Needs b.Implied Needs c.Hidden Needs d.Barriers

Answer: A

Which of the following are components of a hiring plan?
a.Lists company goals and mission statement b.Provides overview of policies and procedures c.Identifies qualities of people needed d.Teaches how to generate sales

Answer: C

Which of the following are components of a hiring plan?
a.Lists company goals and mission statement b.Guides the employment search c.Teaches how to generate sales d.Provides overview of policies and procedures

Answer: B

Identify the component of the Customer
Service STARS:

Which of the following are components of a hiring plan?
a.Lists company goals and mission statement b.Provides overview of policies and procedures c.Teaches how to generate sales d.Outlines needed personnel

Answer: D

A tool used by employers to evaluate a person’s attributes, values, life skills and employability is: a.Aptitude Test b.Personality Profile c.Service Agreement d.Non-compete Clause

Answer: B

A tool used by employers to assess a person’s reasoning, thinking, performance and job success is: a.Personality Profile b.Service Agreement c.Aptitude Test d.Non-Complete Clause

Answer: C

Identify the component of the Customer
Service STARS:

Identify the component of the Customer
Service STARS:

Which of the following are components of a hiring plan?
a.Determine the needs of the company b.Lists company goals and mission statement c.Provides overview of policies and procedures d.Teaches how to generate sales

Answer: A

Customer service that is done in a central location where telecommunications is the major method of service is: a.Call Center b.Retail Sales c.Wholesale Sales d.Service Industry

Answer: A

Customer service that is done in a location where trained sales associates assist customers is: a.Service Industry b.Wholesale Sales c.Call Center d.Retail Sales

Answer: D

Customer service that is done as a service opportunity for distributors to work with other distributors and retailers is: a. Call Center b.Wholesale Sales c. Retail Sales d.Service Industry

Answer: B

Which of the following are essential in creating a Win-Win service interaction?
a.Always agree with the customer b.Only negotiate on price c.Revenue must be the first priority d.Discover the customer’s needs

Answer: D

Customer service that is done in a specific business where an action or deed is needed to satisfy a need is: a.Service Industry b.Call Center c.Retail Sales d.Wholesale Sales

Answer: A

A declaration of an organization’s core purpose and intent is a a.Mission Statement b.Procedure
c.Company Profile d.Company Policy

Answer: A

Which of the following are essential in creating a Win-Win service interaction?
a.Always agree with the customer b.Develop trust and connect with customer c.Only negotiate on price d.Revenue must be the first priority

Answer: B

A set of actions or principles that outline a business’s interaction with customers is a: a.Mission Statement b.Company Profile c.Company Policy d.Procedure

Answer: C

Procedure which of the following are essential in creating a Win-Win service interaction?
a.Always agree with the customer b.Only negotiate on price c. Maintain the relationship and follow-up d.Revenue must be the first priority

Answer: C

A set of step-by-step activities or behaviors that must be followed to perform a task correctly is a: a.Company Policy b.Procedure
c.Mission Statement d.Company Profile

Answer: B

Which of the following are essential in creating a Win-Win service interaction?
a.Always agree with the customer b.Only negotiate on price c.Maintain the relationship and follow-up d.Revenue must be the first priority

Answer: C

In short, without customers, there are no
_______________?
a.Customer
b.Revenue
c.Payroll
d.Jobs

Answer: D

Where is service performed? a.Call centers b.Retail Sales c.Back alley d.Both A and B are correct

Answer: D

Stores, Malls, Kiosks, and gas stations are examples of ____________
__________.
a.Call centers b.Retail Services c.Wholesale services d.Services Industries

Answer: B

Every employee will have conflict such as: a.Unhappy customers b.Unmet Needs c.Shortages
d.All of the answers are correct

Answer: D

Customer obstacles may be: a.Personality
b.Needs
c.Expectations
d.All of the answers are correct

Answer: D

“Trust is ____________” a.Deserved
b.Required
c.Earned
d.A must

Answer: C

a.Role Plays b.Child Birth c.Case studies d.Business simulations

Answer: B

Which of the following is a training method?
a.Role plays b.Case studies c.Environmental factors d.All of the answers are correct

Answer: D

Conflict resolution is the key to creating a
______________.
a.Win-Win situation b.Lose-Lose situation c.Win-Lose situation d.Lose-Lose situation

Answer: A

What is the most important thing to do while a customer is talking?
a.Talk
b.Listen
c.Eat food d.Answer your phone

Answer: B

A step-by-step activity or behavior that must be followed is called___________ a.Policy
b.Primary research c.Revenue d.Procedure

Answer: D

What is the focus of the “Marketing
Concept” a.The product b.The service c.The customer d.The campaign

Answer: C

Which of the following are true of
CUSTOMER PROFILES?
a.Estimate usage rates of employee benefits b.Identify key factors that are common to their customers c.Measure return on investment on the company balance sheet d.Identify assets that a company use as collateral for a loan

Answer: B

a. Statistical characteristics of the customer b. Values, attitudes & personality of customer c. Customer purchase behavior d. Where the customer is located and the climate

Answer: D

Psychographic Segmentation of customer is based on a. Values, attitudes & personality of customer b.Where the customer is located and the climate c. Statistical characteristics of the customer d.Customer purchase behavior

Answer: A

Which of the following are true of
CUSTOMER PROFILES?
a. Estimate usage rates of employee benefits b.Measure return on investment on the company balance sheet c. Break down a pool of customers to those who would likely purchase the product or service d.Identify assets that a company use as collateral for a loan

Answer: C

Demographic Segmentation of customer is based on a. Values, attitudes & personality of customer b.Customer purchase behavior c. Statistical characteristics of the customer d.Where the customer is located and the climate

Answer: C

Behavioristic Segmentation of customers is based on a. Values, attitudes & personality of customer b.Customer purchase behavior c. Where the customer is located and the climate d.Statistical characteristics of the customer

Answer: B

Target Markets that are identified correctly help advertisers do all of the following except a. Raise awareness of products by using mass marketing techniques b. Develop specific marketing program to an identified group c. Reduce costs of advertising campaigns by marketing to identified groups d. Focus on using advertising mediums & methods that their customers use

Answer: A

Which of the following are true of
CUSTOMER PROFILES?
a. Estimate usage rates of employee benefits b.Measure return on investment on the company balance sheet c. Identify assets that a company use as collateral for a loan d.Show a company where to spend their advertising resources

Answer: D

Segmenting a market based on consumer interests is:
A. Psychographic segmentation
B. Behavioral segmentation
C. Demographic segmentation
D. Geographic segmentation

Answer: A

• Segmenting a marketing based on “rate of use” is: a. Psychographic segmentation b. Behavioral segmentation c. Demographic segmentation d. Geographic segmentation

Answer: B

Segmenting a market based on characteristics such as race, religion, age, and income is a. psychographic segmentation c. demographic segmentation b. behavioral segmentation d. geographic segmentation

Answer: C

Segmenting a market based on location, region, and climate is a. psychographic segmentation c. demographic segmentation b. behavioral segmentation d. geographic segmentation

Answer: D

What traits are needed to provide exceptional customer service?
a.Communicate confidently b.Know everything about the company c.Always happy d.Never say “NO”

Answer: A

Why is eye contact important to use when communicating?
a.Helps customer know that you are paying attention b.Helps customer know that you care c.Helps you to keep the customer as your top priority d.All of the answers are correct

Answer: D

Why is voice inflection important when communicating?
a.You can be funny b.You can emphasize the important words c.You will be boring d.You can use annunciate better

Answer: B

Which of the following are soft skills utilized in customer service?
a.Build Rapport b.Restate Company Policies to Customer c.Provide opportunities to place order/make sales d.None of the answers are correct

Answer: A

Which of the following are soft skills utilized in customer service?
a.Restate Company Policies to Customer b.Provide opportunities to place order/make sales c. None of the answers are correct d.Demonstrate Command of the Products

Answer: D

Which of the following is NOT part of the customer service process?
a.Build rapport with customer b.Win the fight – also known as: make the sale c.Use discover methods to understand needs d.Connect emotionally with customer and gain their trust

Answer: B

What are three things that must always be part of the customer service process?
a.Positive Interactions, Represent the Company,
Respect the Customer b.Happy Customers, Positive Company,
Respectful interactions c.Company Responsibility, Customer Complaint,
Conflict Resolution d.Protect Revenue, Protect Policies, Manageable
Products

Answer: A

According to the utahfutures.org video on job interviews, what should you do
BEFORE an interview?
a.Prepare
b.Dress to impress c.Practice d.All of the answers are correct

Answer: D

According to the utahfutures.org video on job interviews, what should you do
DURING an interview?
a.All of the answers are correct b.Dress for success c.Shake hands confidently and with eye contact d.Answer questions directly and to the person that asked it.

Answer: A

According to the utahfutures.org video on job interviews, what should you do
DURING an interview?
a.Dress like an individual b.None of the answers are correct c.Shake hands lightly you don’t want to hurt them d.Answer questions in general terms

Answer: B

According to the utahfutures.org video on job applications, which is something you should NOT DO?
a.Follow directions on all paperwork b.Check your spelling and grammar c.Be flexible on the hours you will work d.Leave blank spaces on applications

Answer: D

The customer service industry is: a)Both proactive and reactive b)Proactive c)Reactive d)Neither proactive nor reactive

Answer: A

The fastest growing form of communication used with customers today is: a)e-Mail b)Phone c)Mail d)Social Media

Answer: D

Memos, or inter-office communications, are utilized with which group?
a)Family Members b)Employees c)Online Groups d)Customers

Answer: B

The 1996 federal law which restricts access to individuals’ private medical information is: a)HIPPA b)FERPA c)OSHA d)IIPAA

Answer: A

The 1974 federal law giving rights to educational records is: a)HIPPA b)OSHA c)FERPA d)IIPAA

Answer: C

Employees who leak information, sell contacts, or lose a laptop on a business trip are a)An internal threat b)An external threat c)Embezzlement threat d)Proprietary threat

Answer A

Computer hackers trying to gain access to customer records through company databases are a)An internal threat b)An external threat c)Embezzlement threat d)Proprietary threat

Answer: B

Which of the following are reflections of
POSITIVE customer service?
a)Return Customers a)Personal References b)Positive Online References c)All of the answers are correct

Answer: D

Which of the following are reflections of
POSITIVE customer service?
a)Personal References b)Positive Online References c)Smiling d)All of the answers are correct

Answer: D

Which of the following are reflections of
POSITIVE customer service?
a)Poor Reviews b)Complaint Records c)Positive Online References d)Market Research

Answer: C

Which of the following are reflections of
POSITIVE customer service?
a)Poor Reviews b)Complaint Records c)Return Customers d) Market Research

Answer: C

Which of the following are reasons a company would want to gather data about their “customer service?” a)Provides measureable information b)To perform evaluations on service c)To base decisions for future service d)All of the answers are correct

Answer: D

Which of the following are reasons a company would want to gather data about their “customer service?” a)All of the answers are correct b)To perform evaluations on service c)To base decisions for future service d)To perform employee evaluations

Answer: A

What cycle does the following? 1)
Identify Customers 2) Tracks Spending 3)
Motivates Behavior 4) Rewards
Performance and 5) Measures Results a)Loyalty Cycle b)Provider Cycle c)Service Cycle d)STARS Cycle

Answer: A

Starbucks utilizes the MyStarbucks Card, a loyalty program, and gives members a free drink on their birthday. What is
Starbucks doing for its members?
a)Measuring Results b)Identifying Customers c)Tracking Spending d)Rewarding Performance

Answer: D

Which of the following is the most
EXPENSIVE for a business to do a)Reward shopping choices b)Gain a new customer c)Keep a return customer d)Promote to Loyalty Program members

Answer: B

What type of customer service measurement is meant to be a “snapshot of a company’s performance through the eyes of its customers?” a)Net Promoter Score b)Profitability Analysis c)Service Metric d)Affective/Cognitive Metric

Answer: A

What type of promotion is the MOST
EFFECTIVE in regard to a company’s products or services?
a)Advertising b)Social Media c)Word-of-mouth d)Product Placement

Answer: C

__________ is how well a company’s product or services met or exceeded the customer expectations.
a)Satisfaction b)Service c)Performance d)Evaluation

Answer: A

Which measures, or metrics, involve three psychological elements for evaluation -
1)Cognitive 2) Affective 3) Behavioral?
a)Satisfaction Measures b)Service Measures c)Performance Measures d)Evaluation Metrics

Answer: A

Which of the three Satisfaction
Measures is concerned with emotions, feelings, like and dislike?
a)Affective b)Cognitive c)Behavioral d)Product

Answer: A

A popular theme park manages the grounds, cleanliness, garbage and lighting constantly to make sure that every customer enjoys their time in the park. This is an example of what?
a)Utilizing Park Personnel b)Operational Effectiveness c)Evaluation Metrics d)Maximizing the Customer Experience

Answer: D