CSS Practice Examination Part 1

The following information needs to be included in all faxes

Why is a CSS concerned with all aspects of customer feedback to the company?

During an interview, which of the following would probably be LEAST considered?

If you cannot help a customer with a request, you should:

Who is responsible for complying with company policies?

Using the “You Attitude” when communicating with customers is:

ROI means:

Letting the customer know that he or she has made a mistake is good because:

What is the most important reason for an employer to recognize the personality types of employees?

Company loyalty requires an employee to:

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If your coworker is dealing with a tragic situation, your best bet is to:

Ethical values of right and wrong can be influenced by reason and changed.

What is a Career Path?

Which of the following terms would be the most appropriate to use when speaking about your new secretary?

One way to build trust with coworkers is to

Which of the following might be considered pro-profit actions?

To become a successful leader, it is mandatory that you have a compulsive drive to succeed

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The mind of a successful person is:

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A complaint is called what kind of feedback?

What is customer feedback?

Cold telephone calls are classified as a _____________ marketing tool

Asking clients to demonstrate what they understand, is not a good policy

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One negative result of an employer hiring a worker, but treating him or her as “contract labor” might be:

If you are dating someone at your workplace, it is best to?

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Noncompliance with a company policy does what?

Using a sophisticated phone message system can simplify office communications

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Communication and customer service go hand-in-hand because:

Developing routines is a bad idea because you can get stuck in them

The most important company policies are:

Pencil and paper are great tools for organizing your thoughts.

If your coworker takes charge and starts to order you around, you know you’re dealing with a Phlegmatic personality.

You know some of the employees are stealing small items from the company you work for. The best thing for you to do is:

Complete destruction of records stored on magnetic media involves:

Including CSS type training concepts in technical training programs usually short-changes CSS and soft skills.

It is not necessarily helpful for you to know your own personality type.

Responsible companies use records for:

Company policies protect the company and employees from:

If you are having computer hardware problems that you are not sure how to repair, you should:

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Which of the following packing scenarios is cause for concern that the job is not satisfactory?

Every business decision we make should be geared toward holding firm for our employer’s sake

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Corporate policies are based on what?

Which of these rules might be considered a GOOD rule?

Policies are implemented from the bottom of the organizational structure

Most office/service center software is too costly to be effective

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Which of these rules might be considered a GOOD rule?

The company inadvertently pays you for overtime hours which you did not put in.  What should you do to gain trust?

You demonstrate company loyalty by which of the following?

We pass information to higher levels to:

A disadvantage of formal training of employees is:

To help become an effective speaker, you should do which of the following?

Potential customers responding to your marketing campaign are called_________________ sales.

 The best way to make certain a fax was transmitted properly is to:

It is unfair for a company to refuse to hire you, just because you have a history of drug abuse.

Universal remote controls are simple for everyone to understand

The CSS testing program was started in:

Employability skills such as those taught in CSS courses can’t be learned

Which of the following could be a valid email address:

Showing your boss a way to save time or money for the company is a good way to gain trust.

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Some companies pay those with CSS certifications more than ordinary workers.

Manners are very important at work

Your best opportunity for success in dealing with a customer’s problem begins:

By saving just five minutes a day for five days per week you would:

An organization may be required by law to keep what kind of data?

Continuous improvements in the customer service picture means:

Company policies should be:

If you aren’t a good writer because of bad grammar, spelling, or punctuation, you should:

A person with a Sanguine personality is ideally suited for a sales job.

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The concept of offering a customer service skills program was originally proposed by:

To ensure products and services reach intended customers, ________________ is required.

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Effective customer service operations will:

To keep your emotions from controlling your decisions, it is a good idea to:

When communicating, we use symbols such as:

Talking and communicating are the same thing.

Which of the following statements reflects a positive image to the customer?

If we display traits of honesty and candor, we are demonstrating the concept of

Records management involves which of these:

A good way to punish a deadbeat customer who didn’t pay his service bill is to:

If you have poor handwriting, you should:

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It is always best to use technical language when dealing with a customer.

Which of the following might be considered pro-profit actions?

Who usually creates company policies?

Before you can solve a customer’s problem, you need to find out:

Company policies are rules with the company that govern how the business and employees are expected to behave

Which of these is most susceptible to damage from permanent magnets?

If your day becomes too stressful, you should take a minute to relax and think of something peaceful

What factor is considered when forming company policies: