Marketing

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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


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