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

D. State facts without gossip or rumors

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

A. Suggest where s/he might find help

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

Go to the payroll department and show them the mistake

Patterns for successful customer service workers include

getting ahead as a goal unto itself

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Questions 100

Answers

1
Potential customers responding to your marketing campaign are called ___________________ sales
D. General
B. Voluntary
C. Incidental
A. Involuntary
2
What factor is considered when forming company policies?
Industrial climate
Organizational vision
Corporate culture
All of the above
3
ROI means:
C. Returned On Invoice
A. Reduce Our Inventory
B. Return On Investment
D. Reduced Overtime Income
4
Policies are implemented from he bottom of the organizational structure
True
False
5
To help become an effective speaker, you should do which of the following?
B. Generalize
D. State facts without gossip or rumors
A. Use judgmental descriptions
C. State opinions as facts
6
Which of the following terms would be the most appropriate to use when speaking about your new secretary?
b. My administrative assistant
a. My Girl Friday
c. My male administrative assistant
d. My female administrative assistant
7
When _______ is introduced, we feel threatened, or fearful.
emotion
resistance
attitude
change
8
Noncompliance with a company policy does what?
b. creates a burden on others
c. destroys business
a. creates a fun workplace
d. makes the day more enjoyable
9
If you cannot help a customer with a request you should:
C. Never mention a competitor
B. Tell him or her it is not your department
D. Call the boss
A. Suggest where s/he might find help
10
Universal remote controls are simple for everyone to understand
True
False
11
"Fear of the unknown" is usually a learned emotion, based solely on a(n) ______ past experience
c. variety
b. generalization
a. collection
d. abundance
12
Pencil and paper are great tools for organizing your thoughts.
False
True
13
Company policies protect the company and employees from:
B. Liability
C. Sanctions
D. Bankruptcy
A. Fraud
14
Potential customers responding to your marketing campaign are called ___________________ sales
Incidental
Involuntary
General
Voluntary
15
The customer will usually follow your lead if you do what during communication?
c. offer sound information
b. set a good example
a. compliment his clothes
d. shake his hand
16
Only the boss needs to be concerned with harassment and discrimination laws.
False
True
17
If you aren't a good writer, because of bad grammar, spelling or punctuation, you should:
Avoid Writing
Ask someone to write for you
Write as often as possible
Just tell people what you want
18
It is not necessarily helpful for you to know your own personality type
True
False
19
When _______ is introduced, we feel threatened, or fearful.
a. resistance
d. change
c. emotion
b. attitude
20
Holding membership in important organizations usually results in a pay raise or promotion
True
False
21
It is always best to use technical language when dealing with a customer
False
True
22
Using a sophisticated phone message system can simplify office communications
False
True
23
Manners are very important at work
True
False
24
Developing routines is a bad idea because you can get stuck in them
True
False
25
Pencil and paper are great tools for organizing your thoughts.
False
True
26
When communicating, we use symbols such as:
C. Personal appearance
D. All of the above
A. Words
B. Gestures
27
Successful CSS to posses which of the following traits?
A. Intelligence
C. Certified tech skills
B. Stunning good looks
D. Poor judgement
28
Rules are generally made by a company in order to break the spirit of the workers
False
True
29
Policies are implemented from the bottom of the organizational structure
False
True
30
What is the first step in the problem- solving process?
a. report the problem
d. identify the cause
c. collect and analyze data
b. solve the problem
31
Noncompliance with a company policy does what?
D. Makes the day more enjoyable
B. Creates burden on others
C. Destroys businesses
A. Creates a fun workplace
32
Including CSS type training concepts in technical training programs usually short-changes CSS and soft skills
True
False
33
The company inadvertently pays you for overtime hours which you did not put in. What should you do to gain trust?
Act as if you didn't notice the mistake
Explain that you thought you had worked the overtime
Go to the payroll department and show them the mistake
Accept the windfall
34
Which of the following is an example of an internal customer?
d. customer with a complaint
c. coworker
b. customer with a technical problem
a. customer with a billing problem
35
Most office/service center software is too costly to be effective
False
True
36
Effective customer service operations will:
A. Increase customer loyalty and retention
D. All of the above
B. Increase overall sales revenues
C. Provide competitive advantage
37
In a confrontation who should "come out on top"?
c. customer
b. employer
a. customer service representative
d. all of the above
38
Developing routines is a bad idea because you can get stuck in them
True
False
39
Most office/service center software is too costly to be effective
True
False
40
If your coworker takes charge and starts to order you around, you know you're dealing with a Phlegmatic personality
False
True
41
Asking clients to demonstrate what they understand is not a good policy
False
True
42
Who is responsible for complying with company policies?
A. Everyone
C. Officers and managers
D. Customers
B. Employees only
43
Showing your boss a way to save time or money for the company is a good way to gain trust
False
True
44
Who usually creates company policies?
D. All of the above
B. Corporate attorneys
A. Corporate executives
C. Managers
45
The customer will usually follow your lead if you do what during communication?
set a good example
offer sound information
shake his hand
compliment his clothes
46
Company policies protect the company and employees from:
Sanctions
Bankruptcy
Fraud
Liability
47
A person with a Sanguine personality is ideally suited for a sales job.
True
False
48
Patterns for successful customer service workers include
getting ahead as a goal unto itself
never put yourself on the line
"curiosity killed the cat." Never ask questions
working just enough to get the job completed
49
Company policies should be:
A. Locked away
B. Available
D. Read daily
C. Disposed of
50
knowingly working as an employee and the company is treating you as a contract laborer both are violating the law
False
True
51
Who is responsible for complying with company policies?
Employees only
Officers and managers
Customers
Everyone
52
a worker sets his own work hours, he can be classified as a "contract labor" even if he does operate out of a company
True
False
53
It is unfair for a company to refuse to hire you just because you have a history of drug abuse
False
True
54
Using a sophisticated phone message system can simplify office communications
False
True
55
To become a successful leader, it is mandatory that you have a compulsive drive to succeed.
True
False
56
To ensure products and services reach intended customers, _________ is required.
C. Comparison
B. Follow-up
A. Analysis
D. Meeting
57
Holding membership in important organizations usually results in a pay raise or promotion
true
false
58
Cold telephone calls are classified as a ________ marketing tool.
C. Telemarketing
A. Premium and incentive
D. Discount program
B. Outdoor
59
company has a rule that no employee can remove things from the premises then it is ok for you to take things home
False
True
60
Corporate policies are based on what?
A. Competitor's policies
B. Mission statement
D. B and C
C. Strategic goals
61
If your day becomes too stressful, you should take a minute to relax and think of something peaceful.
True
False
62
To keep your emotions from controlling your decisions, it is a good idea to:
c. toss a coin
b. make a chart listing assets and liabilities of all possible decisions
d. go with the decision that "feels" best
a. ask someone else to make the decision for you
63
One way to build trust with coworkers is to:
Secretly report all violations to management
Show them you will report them if you suspect they might be doing something
Help an employee resist the temptation to cheat
Cheat if you find one or more of them also cheating
64
Talking and communicating are the same thing.
False
True
65
Using the "You Attitude" when communicating with customers is:
c. dishonest
a. unethical
b. unnecessary
d. building goodwill
66
Changes in the motivation to give good customer service occured when high tech products proliferated
False
True
67
if you aren't a good writer because of bad grammar, spelling, or punctuation, you should
Tell people what you want,
Avoid writing any more than necessary
Ask someone to write it for you
Write as often as possible
68
A personal rule for success should include
Keep up to date
never do more than a job requires
none of the above
point out co-workers mistake
69
company doesn't pay you as much as you feel you are worth, there is no reason to devote your best efforts to you work
True
False
70
The concept of offering a customer service skills program was originally proposed by:
b. mass merchandiser companies
d. large manufacturing companies in Washington state
a. military educators
c. independent service shop owners
71
One reason for giving employees some autonomy on the job might be:
d. they will expect money
b. the employer wouldn't have to come into work
a. the workers will feel better about their jobs
c. they might expect you to do your work
72
If we display traits of honesty and candor, we are demonstrating the concept of:
C. Diligence
A. integrity
B. Fairness
D. Incompetence
73
Word-of-mouth advertising is defined as:
people who have never seen your marketing but are in your business arena
people who have never seen your marketing campaign
people who have seen your marketing but don't know how to get your product
people who have seen your marketing and have heard good things about you
74
Letting the customer know that he or she has made a mistake is good because:
It shows you know more than them
It makes you feel better about your own knowledge
It keeps the customer in their place
None of the above
75
A complaint is what kind of feedback?
Positive
Negative
76
A person with a Sanguine personality is ideally suited for a sales job.
True
False
77
The following information needs to be included in all faxes:
Your lunch order
A notation of how much time you spent on this fax
The company's quarterly report
A cover sheet
78
If you cannot help a customer with a request you should:
Suggest where s/he might find help
Call the boss
Never mention a competitor
Tell him or her it is not your department
79
Who usually creates company policies?
Managers
All of the above
Corporate executives
Corporate attorneys
80
Running a credit check on a customer is usually illegal
True
False
81
What factor is considered when forming company policies?
B. Corporate culture
A. Organizational vision
C. Industrial climate
D. All of the above
82
Which of the following is an example of an internal customer?
customer with a complaint
customer with a technical problem
customer with a billing problem
coworker
83
Every business decision we make should be geared towards holding firm for our employer's sake
False
True
84
Not offering to give the customer a receipt, with the intent of not including the income is a criminal act
True
False
85
The mind of a successful person is:
D. On call at all times
A. Usually in a lower I.Q. range
B. Smarter than others
C. Hard to understand because it comes naturally
86
Corporate policies are based on what?
Only Mission statement
Competitor's policies
Mission statement and Strategic goals
Only Strategic goals
87
Which of the following statement reflects a positive image to the customer?
D. But...
A. I shouldn't
C. That could not have happened
B. Let's see what I can do
88
Which of these is most susceptible to damage from permanent magnets?
A. Credit cards
B. Cellular telephone antennas
D. AA batteries
C. Polarized power connectors
89
Your best opportunity for success in dealing with a customer's problem begins:
c. when you answer the phone
b. when you come across a solution
a. after you've had plenty of time to consider the situation
d. before the phone rings
90
You cannot make complicated things simple
False
True
91
a public library is usually a tax-supported service, the idea of being a pro-profit employee does not apply
False
True
92
If your coworker takes charge and starts to order you around, know you are dealing with a Phlegmatic personality.
False
True
93
Some companies pay those with CSS certifications more than ordinary workers
False
True
94
Employability skills such as those taught CSS courses can't be learned
False
True
95
Asking clients to demonstrate what they understand is not a good policy
True
False
96
The best way to make certain a fax was transmitted properly is to:
a. see if the machine had produced any error code messages
c. 'babysit' your fax until the machine has confirmed it transmitted
b. wait for the customer to call and let you know if it was received
d. allow another coworker who is already at the fax machine send it
97
When communicating, we use symbols such as:
All of the above
Words
Gestures
Personal appearance
98
It is always best to use technical language when dealing with a customer
False
True
99
Nearly all adults already know all of the concepts of the CSS program, but they just don't apply them
True
False
100
It is unfair for a company to refuse to hire you just because you have a history of drug abuse
True
False

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