Marketing
What is the Do-Not-Call list/registry?
it is a list of numbers that are available for new telephone subscribers
Traditional customer service for most people means interacting with al/an__
live human being
The majority of communication is _.
non-verbal
Steady, prolonged eye contact without breaks could make your customer
uncomfortable
Customer retention is important because it's typically less expensive to keep a customer than to what?
Find a new customer
Which of the following is NOT one of the characteristics of good customer service?
Prices
Why do companies use telemarketing?
Primarily to sell a product or service
What are some types of telemarketing calls?
Product marketing, sales, survey/research
Which of the following is NOT a B2B selling technique?
Push for an immediate decision
What are telemarketing curfews?
Restrictions on the times when companies can make telemarketing calls
What are business-to-business sales?
Sales made by a business to a business
All of these constitute overworking an employee EXCEPT:
Scheduling an employee to work regular hours
Rubbing your own neck, holding your own hand and patting your own knee are all examples of which of the following?
Self-soothing gestures
Self-service kiosks and phone response systems lower customer service labor costs and provide what other benefit?
They allow customers to control their own transactions
Why do some organizations include their call center response times in promotional materials?
To show their commitment to customer service.
Why would a company target other businesses in its selling efforts?
All of these answers are correct
Which of the following is NOT a step in the B2B selling process?
All of these answers are steps in the B2B selling process
Which of the following illustrates the use of personal space to communicate comfort with another person?
Allowing the person to touch you or stand very close to you
What information does an entry-level customer service person handle?
Basic
Which of the following factors is essential to consider when accurately interpreting another person's body language?
Context
What factors should be considered when establishing a customer service department?
The type of business and expectations of customers
What is cold calling?
Contacting a consumer who has never communicated with or purchased from a company before
What is an emblem in India?
A gesture that has its own meaning
If a customer is getting upset or angry, which of these techniques can help diffuse the situation?
Adding some human interaction
A customer service representative must have good communication with _.
All of the answers are correct
Why is it important to keep in touch with a prospective buyer, even if they aren't responding?
All of these answers are correct
Moving away from someone who steps closer to you communicates which of the following?
Discomfort
The problem of over-scripted communications can be resolved by doing what?
Empowering employees to address problems
Which of the following is an example of body language that changes based on the context?
Eye contact
According to the lesson, what type of interaction do customers get at a customer service station?
Face-to-face
What are some functions of an account manager?
Handle specific accounts and issues for those customers
What is the traditional greeting in India called?
Illustrator
This type of customer service "bad" behavior can make a consumer feel that they're unimportant.
Inattention
Imagine you're a customer service manager, dealing with a difficult employee. She refuses to serve customers quickly, keeps an untidy desk and exhibits lazy behaviors such as failing to index receipts. Which of these common barriers might be this employee's problem?
Indifference
Which of the following is NOT a type of customer service discussed in the lesson?
Instruction manual
Why do customer service representatives need to have good communication with other employees?
It makes for a smooth transition when transferring callers if needed.
In China, what should you do when talking with someone who is older than you?
Lower your head and bend slightly
Good customer service entails making sure customers are happy with a product or service and what other factor?
Making sure they're happy with the experience they've had
What is one form of customer service that is growing in popularity?
Online messaging or chatting
Why is it not appropriate to shake hands with everyone in China?
Only people of the same status shake hands with each other
Why do customer service representatives need to have good communication with company managers?
So managers can help with flexibility or problem solving
What is effective communication in customer service?
Tactfully giving out needed information accurately
Self-service kiosks, online chat, and social media support are all examples of what type of customer service?
Technological customer service
How do technical customer service professionals help customers?
The professionals repair and fix issues with products either in the customer's house or that have been sent in for repair
Which of the following responses is an example of effective communication from a customer service representative?
To the company manager: "There's been a large number of callers recently saying that our product stops working in less than a week."
What are some common responsibilities of a customer service manager?
Train, manage, and motivate a team
When should you shake hands in England?
Upon both greeting and leaving someone
If a person steps back away from you and turns their shoulders, this could be __.
a signal of stress or discomfort
A salesperson making dominant gestures could be interpreted as
aggressive
A signal of stress or discomfort would be
clenched jaw
