Customer Service Quiz 1 Review

Question 1

This is set by companies to detail how certain processes should be carried out.

Accepted Answer

Procedure

Question 2

Always looking for opportunities to improve their situation. Often they value three main ideas: speed, quality, price.

Accepted Answer

Customer Perspective

Question 3

Breaking a market down into smaller groups to help identify a target market.

Accepted Answer

Market Segmentation

Question 4

This is set by a company detailing certain standards, and explains why they are in place.

Accepted Answer

Policy

Question 5

someone who is responsible for customer or client accounts.

Accepted Answer

Account Representative

Question 6

Identifying a target market based on personal characteristics such as age, gender, income level, etc.

Accepted Answer

Demographic Segmentation

Question 7

Identifying target customers based on where they live.

Accepted Answer

Geogarphic Segmentation

Question 8

A measurement that determines how happy customers are with a company’s products, services, and capabilities

Accepted Answer

Customer Satisfaction

Question 9

Which of the following is not a soft skill?

Accepted Answer

Skilled with Microsoft Office

Question 10

Identifying a target customer based on their lifestyles, opinions, beliefs, values, interests, etc.

Accepted Answer

Psychographic Segmentation

Question 11

Paying attention through eye contact, providing feedback, and responding appropriately during an interaction.

Accepted Answer

Active Listening

Question 12

The process of looking after customers to best ensure their satisfaction and delightful interaction with a business

Accepted Answer

Client Care

Question 13

The assistance and advice provided by a company to those people who buy or use its products or services.

Accepted Answer

Customer Service

Question 14

Identifying target customers based on their purchasing history or buying patterns.

Accepted Answer

Behavioral Segmentation

Question 15

The internal and subjective response customers have to any direct or indirect contact with a company.

Accepted Answer

Customer Experience

Question 16

Listening without responding, hearing what is said, but being more of an audience than a contributor to conversation.

Accepted Answer

Passive Listening

Questions 16