CSS Exam questions with
answers
the CSS testing program was started in - CORRECT
ANSWERS ✔✔1990
the CSS exam contains many electronics technical
questions - CORRECT ANSWERS ✔✔false
the CSS exam contains how many questions - CORRECT
ANSWERS ✔✔100
nearly all adults already know all of the concepts of the
CSS program, but just don't apply them - CORRECT
ANSWERS ✔✔false
the concept of offering a customer service skills program
was originally proposed by - CORRECT ANSWERS ✔✔large
manufacturing companies in washington state
Changes in the motivation to give good customer service
occurred when high tech products proliferated - CORRECT
ANSWERS ✔✔true
,customer service problems were shifted around in the
70's and 80's as a cost-cutting policy by many major
companies - CORRECT ANSWERS ✔✔true
soft skills as those taught in CSS courses can't be learned
- CORRECT ANSWERS ✔✔false
some companies pay those with CSS certification more
than ordinary workers - CORRECT ANSWERS ✔✔true
including CSS type training concepts in technical training
programs usually short-changes the CSS and soft skills -
CORRECT ANSWERS ✔✔true
the main reason why customers buy and stay with one
company over another is - CORRECT ANSWERS
✔✔relationship
a successful company is defined based on - CORRECT
ANSWERS ✔✔customer retention
business development concerns itself with - CORRECT
ANSWERS ✔✔attracting and qualifying prospective
customers
, a marketing tool such as cold calling is classified as a/an -
CORRECT ANSWERS ✔✔telemarketing tool
to ensure products and services reach intended
customers, _________ is required - CORRECT ANSWERS
✔✔follow up
word-of-mouth advertising is defined as - CORRECT
ANSWERS ✔✔people who have seen your marketing
campaign and have hear good things about your services
from other external customers
potential customers responding to your marketing
campaign are called ________ sales - CORRECT ANSWERS
✔✔voluntary
effective customer service operations will - CORRECT
ANSWERS ✔✔all of the above
continuous improvement in the customer service picture
means - CORRECT ANSWERS ✔✔using customer feedback
to improve overall operations of the company, its
products and services.
answers
the CSS testing program was started in - CORRECT
ANSWERS ✔✔1990
the CSS exam contains many electronics technical
questions - CORRECT ANSWERS ✔✔false
the CSS exam contains how many questions - CORRECT
ANSWERS ✔✔100
nearly all adults already know all of the concepts of the
CSS program, but just don't apply them - CORRECT
ANSWERS ✔✔false
the concept of offering a customer service skills program
was originally proposed by - CORRECT ANSWERS ✔✔large
manufacturing companies in washington state
Changes in the motivation to give good customer service
occurred when high tech products proliferated - CORRECT
ANSWERS ✔✔true
,customer service problems were shifted around in the
70's and 80's as a cost-cutting policy by many major
companies - CORRECT ANSWERS ✔✔true
soft skills as those taught in CSS courses can't be learned
- CORRECT ANSWERS ✔✔false
some companies pay those with CSS certification more
than ordinary workers - CORRECT ANSWERS ✔✔true
including CSS type training concepts in technical training
programs usually short-changes the CSS and soft skills -
CORRECT ANSWERS ✔✔true
the main reason why customers buy and stay with one
company over another is - CORRECT ANSWERS
✔✔relationship
a successful company is defined based on - CORRECT
ANSWERS ✔✔customer retention
business development concerns itself with - CORRECT
ANSWERS ✔✔attracting and qualifying prospective
customers
, a marketing tool such as cold calling is classified as a/an -
CORRECT ANSWERS ✔✔telemarketing tool
to ensure products and services reach intended
customers, _________ is required - CORRECT ANSWERS
✔✔follow up
word-of-mouth advertising is defined as - CORRECT
ANSWERS ✔✔people who have seen your marketing
campaign and have hear good things about your services
from other external customers
potential customers responding to your marketing
campaign are called ________ sales - CORRECT ANSWERS
✔✔voluntary
effective customer service operations will - CORRECT
ANSWERS ✔✔all of the above
continuous improvement in the customer service picture
means - CORRECT ANSWERS ✔✔using customer feedback
to improve overall operations of the company, its
products and services.
