CUSTOMER SERVICE FINAL EXAM STUDY GUIDE QUESTIONS WITH COMPLETE ANSWERS.

CUSTOMER SERVICE FINAL EXAM
STUDY GUIDE QUESTIONS WITH
COMPLETE ANSWERS.


A satisfied customer is a customer who enjoys the services and/or products that the
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organization provides - ANSWER: true
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When training a CSR, it is important to show the new customer service representative
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what is expected and how the job functions are to be completed - ANSWER: true
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Role playing with a customer service representative is not a way to analyze how the
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CSR will interact with customers in the future - ANSWER: false
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It is important for customer service representative to remember that each customer is
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an individual - ANSWER: true
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Practicing customer service skills is essential for a CSR to enhance how well he or she
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may react to future customers - ANSWER: true
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Empowering CSRs is the same as monitoring their performance - ANSWER: true
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Motivating customer service representatives is the same as encouraging their
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performance - ANSWER: true
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When employers inhibit a CSR from utilizing their talents and skills, this is the same as
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not allowing CSRs to advance in their career - ANSWER: true
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Address customer service problems immediately is better than allowing the problems -
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ANSWER: true
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Demonstrating teamwork amongst customer service representative is the same as cc cc cc cc cc cc cc cc cc



delegating to customer service reprenstative - ANSWER: false
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The best way to resolve conflicts is communication and having an open mind -
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ANSWER: true
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Listening to each other when having a conflict is a positive way to understand where
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the misunderstanding may be in the communication - ANSWER: true
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, Basic communication is when the receiver sends information to the sender - ANSWER:
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false
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A channel, when communicating, can be any device or object to relay the information
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to another person - ANSWER: true
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When communicating, it is easier to communicate when both parties do not have
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shared understanding - ANSWER: false
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The aggressive communication style is a style where a person has an open minded,
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bitter, negative, and does not appreciate others - ANSWER: false
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The aggressive communication style can be verbal/nonverbal it depends on the person
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- ANSWER: true
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A customer that yells "don't ask me WHY JUST DO IT" has a passive communication
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style - ANSWER: false
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A customer who is quite, smiles when he or she does not want to smile and says one
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thing but mean something else is using a passive communication style - ANSWER:
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true
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The assertive communication style is an action oriented, open minded, and positive
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style that customers as well as customer service representative can use - ANSWER:
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true
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Telling a customer "please calm down" is the best way to relax an irate customer -
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ANSWER: false
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Using positive body language is very important when approaching a customer no
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matter if he or she is aggressive, passive or assertive - ANSWER: true
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It is important to remember that customer service skills are needed whenever dealing
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with people not just in the retail industry - ANSWER: true
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Appreciating knowledge received from an individual is one of the biggest advances a
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person can take when working in customer service - ANSWER: true
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It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling
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others - ANSWER: true
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Characterizing a good listener is someone who is listening with an open mind and tries cc cc cc cc cc cc cc cc cc cc cc cc cc cc



to be empathetic to the other person's point of view - ANSWER: true
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Selective listening is hearing only what you want to hear-sorting out what's not
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important or of no interest to you - ANSWER: true
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