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1. The individual drive that causes us to behave in a particular way is A) motivation B) morale C) wants D) needs 2. Customers are accepting ___________ one-on-one service for the increased convenience of being able to talk to a call center. A) less B) diminished C) equal D) more 3. Those leaders who have no official authority, but do have the ability to influence others are A) formal leaders B) informal leaders C) particpatory leaders D) authoritarian leaders 4. Your philosophy of customer service reveals A) the ideas of your instructor or boss

B) the accepted rules of the industry C) your ideas and beliefs as to what is important in the industry D) none of the above 5. An individual evaluation in which individual strengths and weaknesses are identified is known as a A) self image B) self worth C) self assessment D) self esteem 6. With numerous organizations using technologies to offer enhanced customer service. Which of the following will be one of the defining areas of success or failure for service providers? A) attitude of service provider B) detail of paper work C) type of product D) customer loyalty 7. By assuming the philosophy of marrying our customers, we are conveying all but one of the following messages to them A) we will strive to meet their needs B) we are in an ongoing relationship C) we know that they will not want the hassle of changing companies D) all of the above 8. Leadership is A) exercising the power necessary to make others do what is needed

B) the art of con artistry C) non-existent D) the ability to influence others 9. Which of the following is NOT one of the emerging technologies being used to better serve customers today? A) face-to-face encounters B) call centers C) internet D) 1-800 numbers 10. Which of the following characteristics would indicate the ability to do well in a customer service call center? A) strong computer skills or aptitude B) ability to handle stress C) excellent telephone skills D) all of the above 11. When a customer calls a catalog order line to place an order, which type of teleservices is taking place? A) a solicitation call B) an inbound call C) an outbound call D) none of the above 12. Job aids assist customers in all but which of the following ways? A) They reinforce prior training.

B) They assist customers to be co-producers of their own service. C) They can assist in providing a miniature training program. D) They can take the place of all customer assistance telephone lines. 13. The net present value of the profits a customer generates over the average customer life is A) customer lifetime value B) defection rate C) customer retention D) churn 14. An individual with a strong self-concept is able to view his or her abilities in a ___________ way. A) positive B) uncertain C) negative D) dismal 15. Which of the following is NOT a characteristic of an excellent leader? A) make time for others B) are personable C) directs credit for a job well done to themselves D) show care and respect 16. Both needs and wants can be very motivational. Which of the following is made up of our personal requirements? A) motivation B) needs

C) expectations D) wants 17. Customer retention is A) another name for leadership B) an organization's continuous attempts to satisfy and keep current customers actively involved in conducting business C) the only method of measuring customer satisfaction D) unnecessary in today's business environment 18. The technology that allows the call recipient to identify the incoming number and caller is A) automatic call distribution B) automatic call identification C) teleselling D) none of the above 19. A random group of customers brought together to discuss current or future business offerings is a A) informal survey B) customer intelligence C) partnership D) focus group 20. A self-assessment A) should be shared with our superiors B) reveals our level of "bad luck" C) identifies individual strengths and weaknesses

D) none of the above 21. It is __________ to get a new customer, than to retain an existing customer. A) more cost effective B) much less costly C) more costly D) none of the above 22. Non-profit businesses can benefit from the establishment of a formal customer retention program because A) non-profit businesses may not have the added motivation from providing monetary awards B) customers are continuously re-evaluating how they spend their time and money C) both of the above D) neither of the above 23. Everyone has his or her own definition of what it takes to be an excellent leader. Which of the following would NOT be included in a positive definition? A) showing care and respect for others B) practicing what they preach C) assuming personal credit for the work of the group D) making time for others 24. The process of establishing goals and of evaluating their importance is referred to as A) goal setting B) self assessment C) leadership

D) none of the above 25. Formal leaders have a _____________ level of accountability. A) minimal B) low C) high D) medium 26. The Gallup organization telephones your home to inquire as to who you are considering voting for in the upcoming election. This type of call is considered A) a solicitation call B) an inbound call C) an outbound call D) none of the above 27. Which of the following is NOT a good question to ask yourself when you are attempting to evaluate your own performance? A) Am I well informed about the systems that my company offers to my customers? B) What skills could I develop that would enable me to better assist my customers? C) Do my customers know that I am here to assist them with any questions that may arise? D) All of the above are good questions to ask yourself 28. Which of the following is considered to be a common motivating factor among adults? A) opportunities for advancement B) financial security C) encouragement from management

D) all of the above are motivating factors 29. The composition of the values, beliefs, and norms a group of people shares is its A) culture B) psychographic breakdown C) demographic breakdown D) social suggestions 30. Which of the following is a positive example of an interdependent environment? A) Leaders and employees pitching into complete a project by the deadline. B) One or two individuals working overtime to complete a project because no one else officially has the responsibility to help them. C) Both of the above. D) Neither of the above. 31. Congratulating someone for handling a situation well, greeting co-workers with a smile and treating others like you would want to be treated are examples of A) office courtesy B) good citizenship C) leadership without position D) none of the above 32. Things or experiences that are desired are known as A) needs B) goods C) wants

D) services 33. Follow-up phone calls, face-to-face visits, special events, name recognition and newsletters are examples of basic approaches to A) customer service B) advertising C) sales D) customer retention 34. The category of selling that involves selling products, services, or information via the telephone is referred to as A) cyberselling B) eBay C) caller selling D) teleselling 35. Which of the following would NOT be helpful in self-motivation? A) reflecting on past successes B) cultivating a positive attitude C) remembering your long-term goals D) all of the above would be helpful 36. Online collaboration or training is offered in the form of a A) seminar B) jaminar C) webinars

D) training lab 37. The opportunity to receive and pay bills online is known as A) inbound calling B) webinars C) online bill paying D) Q billing 38. Which of the following questions would NOT be helpful when performing a self-assessment? A) Have I experienced discrimination in the workplace? B) What are my strengths? C) Am I dependable? D) Do I establish goals and work toward acheiving them? 39. Which of the following is NOT a tip for improving one's self-concept? A) practicing positive self-talk B) sleeping an average of four hours a night C) eating right D) exercising 40. The percentage of your customers that leave you in one year is your A) percentage rate B) defection rate C) departure rate D) assimilation rate

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