Eastern Gateway Community College
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Professionalism in Difficult Situations_ Module Quiz_ Unit 3_Lesson 5 
Question 1 
Which of the following describes a customer who is excited about a customer service 
experience? 
 A customer can't wait to tell his friend about a recent hotel stay and vacation. 
Question 2 
Which is an example of a level of remediation that can be provided to a customer to 
equal his or her loss? 
 Offer a discount on products or services. 
Question 3 
Which is an example of a baseline service? 
 guid...
Problem Solving in Customer Service_Module Quiz_Unit 3_Lesson 6 
Question 1 
The transformation of the internet into a social platform has resulted in a power shift 
from sellers to buyers. 
 True 
Question 2 
Customer relationships with an emotional dimension. 
 take more effort to create, and are even harder to break 
Question 3 
A CSW can retain control of a challenging customer service situation by listening, 
empathizing, and taking charge. 
 Tru
Dealing with Diverse Customers_Module Quiz_Unit 4_Lesson7 
Question 1 
_____refers to how openly a society or culture accepts or does not accept differences 
between people, as in hierarchies in the workplace or in politics. 
 Power distance 
Question 2 
People in the United States and Canada tend to give relatively less emphasis to 
nonverbal communication, such as eye contact and posture. 
 True 
Question 3 
A system of shared values, beliefs, and rituals that are learned and passed on t...
Customer Service and Electronic Media 
Module Quiz_Unit 5_Lesson 9 
Question 1 
Because the phone can rob your voice of some of its natural expressiveness and 
energy, you should be sure to compensate by increasing the energy and enthusiasm in 
your voice. 
 True 
Question 2 
Maria wants to use the communication medium with the highest social presence. Which 
of the following should she choose? 
 live chat 
Question 3 
With the increased popularity of the Internet as a way conduct business...
Time Management and Healthy Work Habits_Unit 6_Lesson 11 
Question 1 
How can people protect themselves from the stresses associated with being at work all 
day? 
 Visualize leaving all cares at work. 
Question 2 
Time management is classified as a hard skill. 
 False 
Question 3 
At which time should employees schedule important tasks where interruptions need to 
be at a minimum? 
 first thing in the morning 
Question 4 
When team members promote positive attitudes, the entire team ten...
The Customer Service Profession_Module Quiz_Unit 6_Lesson12 
Question 1 
It is important to in order to empower yourself as part of your professional and personal 
work-life balance. 
 take control and take command 
Question 2 
As a customer service professional, the challenges you face are solvable with training, 
development, and networking. 
 True 
Question 3 
Judging ourselves against others does not tend to lead to personal growth, personal 
development, or ca
Final Exam_Customer Service_ BUS 209 
Question 1 
In an era of online comparison shopping, which of the following may be the ultimate and 
enduring differentiator? 
 the customer experience 
Question 2 
_____ interferes with the receiver getting the message from the sender. 
 Noise 
Question 3 
True or false: Cost-cutting is a way for many companies to grow and remain stable. 
 True 
Question 4 
To provide effective customer service, it is up to a CSW to understand the customer’s 
nee...
The Customer Service Profession_Module Quiz_Unit 6_Lesson12
Time Management and Healthy Work Habits_Unit 6_Lesson 11
Customer Service and Electronic Media_Module Quiz_Unit 5_ Lesson 9