CMS2

Most people generally conform to one specific primary behavior pattern.

false

Using phrases like "Knee jerk reaction" and "Up for grabs" are appropriate colloquialisms to use when communicating with customers.

false

In other cultures, steady and direct eye contact is discouraged because it could convey a disrespectful or impolite approach.

true

People from all different walks of life use their values to evaluate situations, interact with others, deal with conflict, and make decisions.

true

The diverse nature of your customer population requires you to be conscious of the numerous ways individuals from different cultures interact in a customer service setting.

true

Who or what is at the center of a customer service environment?

The customer

When a service breakdown occurs, the primary goal and purpose of any good service recovery plan is to return the customer to which of the following?

A normal state

What is the difference between a vision statement and a mission statement?

A vision statement defines what an organization wants to be, and a mission statement defines how an organization will attain its purpose and objectives.

Which of the following best shows a service need customers have?

Alex asked the service representative a question about the television he is planning to buy, and he expects an honest answer.

Gwendolyn is interacting with a customer that is showing rational behavior pattern tendencies. Which of the following is a good way for her to respond to this individual?

Asking the customer open-ended questions to draw out information

Which one of the strategies for promoting a positive service culture is most accurately shown in the following scenario? Since she started working at Digital Motion, as a customer service representative, Aylah has made it her goal to learn as much as she can about the company and the products they sell. Every Tuesday and Thursday, during her lunch, she does research on the view of the company, the company's history, the current products they sell, and the new products that will soon be brought to market. Aylah does this to better respond to the numerous customer questions she receives on a daily basis.

Becoming an expert on your organization

Which of the following would most appropriately be categorized as a tech etiquette skill?

Being careful with punctuation

Which of the following is NOT true of CRM software?

CRM software can help develop methods to improve and replace employee effort.

Which scenario best demonstrates an earned touchpoint?

Carlo likes playing a new video game. Not only does Carlo tell all his friends about the new game and how the story and gameplay are exceptional, but he also writes a short blog post about all the things he finds great about the game.

Which of the following would NOT be considered a touchpoint?

Cassian just recently opened a new comic shop. Every night he writes and posts a blog about the recipe he made for dinner and rates it based on difficulty and taste.

Jordan is analyzing customer statistics for her comic book subscription service. She notices a drop in customer subscriptions by around 4% each quarter, or every three months, in the last year. What is this 4% drop in subscriptions each quarter known as?

Churn rate

Cannon is assisting a customer who requires a wheelchair. Which of the following measures is most appropriate for him to take?

Communicating with the customer by sitting in a chair to help reduce neck strain on the part of the customer.

Ashur needs to purchase a cake for his daughter's birthday. He decides to go to Party Time Bakery. Before he walks in the door, Ashur believes he will receive courteous, respectful, and friendly customer service, as well as reasonable prices and a quality product. Which of the following is most accurately depicted in this scenario?

Customer expectations

What is the ultimate goal of any customer relationship management (CRM) process?

Customer loyalty

Which of the following is NOT a reason why customer service is important?

Customer service is a direct way for the customers to help the company represent its employees.

Amari is currently in the process of handling a service breakdown with a customer. What type of messages should Amari use to have the best chance of resolving the situation positively?

Customer-focused messages

Which behavior pattern would most likely take a no-nonsense approach when dealing with people and situations?

Decisive style

You are interacting with a customer who is interrupting you while you speak and is speaking with a fast and direct rate of speech. Which behavior pattern is this customer most closely exhibiting?

Decisive style

What is the third stage for a company during the Customer Life Cycle?

Develop and nurture the relationship

Andre works as a customer service representative at the local department store. He is interacting with a customer who has an issue with an item they recently purchased. During the interaction, Andre notices that the customer is very enthusiastic, uses dramatic body language, and is incredibly positive despite reporting a product issue. Which behavior pattern is this customer most closely exhibiting?

Expressive style

Which behavior pattern would most likely be associated with being introverted and detail-oriented?

Inquisitive style

Yuna works for TechMart as a sales associate. Yuna's sales kiosk has locked her out of her daily sales tracker software. She calls TechMart's IT department, and they can fix Yuna's access remotely. Yuna would most likely be which of the following?

Internal customer

Which of the following scenarios is an example of setting an understandable performance goal?

Joaquin sets up a meeting time with his team leader when new goals are established to ask questions and clarify any issues he may have about the proposed goals.

Which of the following examples would be considered a digital touchpoint for a retail company?

Margo writes blogs about new items that the store will be selling soon and posts the blogs on the company's website

Aislinn's manager has set a performance goal to assist with effectively serving three customers an hour successfully. This performance goal aligns with which characteristic best?

Measurable

Sidney is in the market to purchase a new power drill. Since he was younger, he has always shopped at The Home Supply. He always felt like he was treated like family at The Home Supply. However, he has a 50% off coupon for Trusty Dan's Hardware, so he purchases his new power drill at Trusty Dan's Hardware instead of The Home Supply. What is this scenario most closely an example of?

NOT A physical touchpoint/Customer Relationship Management software

Mitsui uses CRM software to help her communicate with customers via email and text notifications. Mitsui sends her customers information about upcoming sales, product recalls, and special events happening at the store. In which portion of the CRM process is Mitsui most closely involved?

NOT Analytical CRM/Technological CRM

Which of the following scenarios is NOT a good example if the customer service representative wanted to gain trust with the customer(s)?

Neil works at the customer service desk, and whenever he deals with an elderly customer, he always gives them more grace and attention than he does with his other customers. He does this because he wants to treat his elders with respect.

Eye contact, folded arms, and smiling are all examples of what?

Nonverbal communication

Which acronym is used in the customer service industry to communicate, establish, and measure employee performance goals?

RUMBA

Veda needs to go to SmartShopper. While there, she is pleasantly greeted by the store greeter and given a disinfected shopping cart. Anytime that Veda comes across a store employee, she is met with a friendly smile and asked if there is anything that can be done to assist her and make her visit more enjoyable. Which of the following best describes what Veda has experienced?

SmartShopper's organizational culture

In the problem-solving process, which step would you complete after you have gathered and compiled as much information as possible and now have a more detailed understanding of the issue with which you are dealing?

You would identify alternative resolutions for the customer.