Customer Service 1 - Customer Service Foundations UPDATED Actual Exam Questions and CORRECT Answers
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Course
Customer Service
Institution
Customer Service
Customer Service 1 - Customer Service
Foundations UPDATED Actual Exam
Questions and CORRECT Answers
What is NOT a common name for an external customer? - CORRECT ANSWER-
contractor
Contractors are more often viewed as internal customers, not external customers, even though
they don't work...
Customer Service 1 - Customer Service
Foundations UPDATED Actual Exam
Questions and CORRECT Answers
What is NOT a common name for an external customer? - CORRECT ANSWER✔✔-
contractor
Contractors are more often viewed as internal customers, not external customers, even though
they don't work for your company.
A personal customer service vision should focus on _____. - CORRECT ANSWER✔✔- how
your customers feel about the service you provide
The way a customer feels is critical to their perception of the service you provide.
If you work in Accounting, who would be considered your customer? - CORRECT
ANSWER✔✔- anyone you serve
A customer is anyone you serve. This could be someone outside your company or an internal
employee.
What is the best universal definition of Outstanding Customer Service? - CORRECT
ANSWER✔✔- service that exceeds your customer's expectations
Service that meets expectations is not very memorable, so you need to exceed expectations to
make an impression.
People go above and beyond because _____. - CORRECT ANSWER✔✔- they get
something out of it
Many customer service professionals find it personally rewarding to go the extra mile.
Your tone of voice can sound more positive when you add _____. - CORRECT
ANSWER✔✔- dynamics such as a slightly higher pitch and volume
Changing your voice dynamics can make you sound friendlier.
Why is rapport an essential customer service skill? - CORRECT ANSWER✔✔- Rapport
helps break down barriers between you and your customer.
, Rapport can make customers feel more comfortable working with you.
How do you use the 10 and 5 technique to greet customers? - CORRECT ANSWER✔✔-
Use a non-verbal greeting at 10 feet and a verbal greeting at 5 feet.
Give customers a non-verbal greeting when they're within 10 feet, then a verbal greeting as
they get closer.
What is the biggest obstacle to likability when serving customers via written channels? -
CORRECT ANSWER✔✔- Customers can't see your body language or hear your tone of
voice.
This is the biggest obstacle to likability. You have to be extra careful about the words you use
when customers can't see your body language or hear your positive tone.
What will most effectively enhance the warmth and friendliness of your tone of voice? -
CORRECT ANSWER✔✔- smiling
Our facial expressions are closely tied to the way our voice sounds.
All of the following are recommended techniques for building rapport with your customers,
except: _____. - CORRECT ANSWER✔✔- Give them some space - let the customer greet
you first.
Waiting for a customer to greet you might make them feel unwelcome.
Which question is the best way to start a conversation with a face-to-face customer? -
CORRECT ANSWER✔✔- What brings you in today?
This sort of open-ended question can encourage a customer to share more about their
underlying needs, so you can better help them.
Which customer need is the most important to address? - CORRECT ANSWER✔✔-
emotional needs
Customers can still feel good when their emotional needs are met, even if their rational needs
are not.
Which of these is not a recommended way to serve your customers more effectively? -
CORRECT ANSWER✔✔- Speed up your email writing tasks.
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