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- 1. Multiple Choice
A good _______________ is essential to a business when providing customer service.
speaking voice
attitude
first impression
hair style
- 2. Multiple Choice
How do you handle a difficult customer who comes into the store for help?
Pass off the customer onto other TSI student
Hear customer out, calm customer and resolve situation
Be disrespectful back to the customer
Avoid interacting with the customer
- 3. Multiple ChoiceIdentify the benefits of good customer service to the business.Customers who did not enjoy their experience, will recommend the business to friends.Customers who enjoy their experience, will spend more money.The business will not expand.The business will get bad reviews.
- 4. Multiple Choice
8. What is the main purpose of customer service?
a. To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
- 5. Multiple ChoiceA customer service problem happens whenA customer asks for the managerserving the customers becomes unprofitablecustomer complaint is ignoredcustomer service does not meet expectations
- 6. Multiple ChoiceWhat is After-sales service?Up selling productsMeeting of customer’s needs after they have purchased a productenticing customers to purchase more products from your businessGetting feedback on products/services
- 7. Multiple Choice
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
- 8. Multiple ChoiceWhich is a way to gain customer satisfaction?Confidence in serviceNot dealing with problemsSlow serviceLong queues
- 9. Multiple ChoiceWhat is rule number 1 in customer service?Customer is always rightYes we cankeep asking them for moreA good customer is a profitable customer
- 10. Multiple Choice
What is Body Language?
Postures, gestures, and facial expressions.
The exchange of information through the use of words.
Your words say one thing but your body language say another.
Speak from your point of view.
- 11. Multiple Choice
Our facial expressions, tone of voice, movement, appearance, eye contact, gestures, and posture are called _____________________.
verbal communication
nonverbal communication
- 12. Multiple Choice
What is/are the way(s) to avoid a misunderstanding?
send the same verbal and nonverbal message
be specific
ask questions
all of the above
- 13. Multiple Choice
What is this type of communication called?
fingers
hands
sign language
picture
- 14. Multiple Choice
We can say that nonverbal communication is
Communicating using gestures
Using body language to convey information
Getting messages across through facial expressions
All of the above
- 15. Multiple ChoiceHow does technology affect the way people communicate?it allows people to communicate with others quickly and at a low costit makes people less motivated to communicate with othersit does not affect the ways people communicateit makes it difficult to maintain privacy when communicating with others
- 16. Multiple Choice
One element of communication includes:
receiver
smiling face
deaf person
- 17. Multiple Choice
Which of the following is/are the example(s) of a rule for effective communication:
The message must be clear
Sender must deliver the message clearly and concisely
Receiver must be able to hear and receive the message
all the above
- 18. Multiple Choice
Marketing that utilizes Internet and online based technologies is known as ...
Relationship Marketing
Traditional Marketing
Digital Marketing
Cause Marketing
- 19. Multiple Choice
..................... are people who have a big social media following.
Borrowers
Investors
Influencers
Bankers
- 20. Multiple Choice
Product
The cost to the buyer of goods or services
Informing customers about products and persuading them to buy them
Where goods or services are available
Goods or services that are sold
- 21. Multiple Choice
Price
Informing customers about products and persuading them to buy them
The cost to the buyer of goods or services
Where goods or services are available
Goods or services that are sold
- 22. Multiple Choice
Promotion
The cost to the buyer of goods or services
Where goods or services are available
Informing customers about products and persuading them to buy them
Goods or services that are sold
- 23. Multiple Choice
Place
Informing customers about products and persuading them to buy them
The cost to the buyer of goods or services
Goods or services that are sold
Where goods or services are available
- 24. Multiple Choice
Asking survey questions aimed capturing needs, values, attitudes, behaviors and demographics.
ADVERTISING TESTING
BRAND AWARENESS AND REACH
MARKET SEGMENTATION
PRODUCT TESTING
- 25. Multiple ChoiceWhat is a disadvantage of Television advertising?It reaches a wide audienceYou can differentiate different target marketsIt is expensive
- Answer choicesTagsAnswer choicesTags