Lesson 6- Customer Service as a Strategic Marketing Tool and Customer Service Teams Quiz Questions

Most people agree that _________ is the best way to separate your company from the competition. Select one: a. Low price b. Great customer service c. Better value d. Benefit

b. Great customer service

Offering complementing products during a sale is not fundamentally about getting more _________ from the customer. Select one: a. Time b. Value c. Dedication d. Money

d. Money

Being _________ -minded is crucial to listening. Don't jump to conclusions until you have all the necessary information. Select one: a. Open b. Closed

a. Open

True or false? "Benefit" is the entire range of satisfactions a customer gets from a product or service. Select one: a. True b. False

a. True

True or false? A supportive team member trusts and has genuine concern for other team members. Select one: a. True b. False

a. True

True or false? According to a study done by American Express, 7 out of 10 consumers indicate they've spent more money with a company because it delivers great service. Select one: a. True b. False

a. True

True or false? According to author Stephen Covey, empathic listening is listening not only to the words being spoken, but also to the meaning and feeling behind the words. Select one: a. True b. False

a. True

True or false? Good customer service differentiates one company from another by making it stand out from the competition in a way that really matters to the customers. Select one: a. True b. False

a. True

True or false? In order to truly understand another's communication, you must have the attitude that you want to understand. Select one: a. True b. False

a. True

True or false? Momentum buying means being more receptive to adding to a purchase with a complementing product, once the commitment to the initial purchase has been made. Select one: a. True b. False

a. True

True or false? Much of the trouble we have communicating with others is because of poor listening skills. Select one: a. True b. False

a. True

True or false? The best team members don't blame one another. They are supportive and responsible. Select one: a. True b. False

a. True

True or false? The concept of offering complementing products or services is an aspect of great customer service that is often overlooked but very important. Select one: a. True b. False

a. True

True or false? The customer may change his or her mind about the entire sales transaction if the overall cost gets too high. Select one: a. True b. False

a. True

True or false? The power in the buyer-seller relationship shifts to the buyer when product is at parity and choices are proliferated. Select one: a. True b. False

a. True

_________ is the difference between benefits and costs. It is what attracts and keeps customers. Select one: a. Value b. LTV c. Sale price d. Per diem

a. Value

Representatives can provide an invaluable service by helping the customer understand the _________ of additional products or services. Select one: a. Prices b. Benefits c. Value d. Instructions

b. Benefits

Rephrasing the content of what a speaker has just said is _________ listening. Select one: a. Empowered b. Empathic c. Authentic d. Repeat

b. Empathic

True or false? Including great customer service as a part of the "value" of your product is not being realistic. Select one: a. True b. False

b. False

True or false? Listening is most powerful when you demonstrate that you want to understand the speaker's history. Select one: a. True b. False

b. False

Most communication problems stem from _________ . Select one: a. Too many people talking at once b. Poor listening c. Talking too softly d. Speaking too loudly

b. Poor listening

How can teamwork improve performance? Select one: a. Teams create a competitive environment b. Teams provide a platform for goal-setting and measurement, healthy competition and peer support and mentoring c. Teams allow others to cover for you d. Teamwork allows you to know those you work with

b. Teams provide a platform for goal-setting and measurement, healthy competition and peer support and mentoring

Participation, _________ attitude and listening skills are all key characteristics of good team members. Select one: a. Negative b. Complacent c. Positive d. Competitive

c. Positive

Define "benefit" as it relates to customer service. Select one: a. Something the customer wants and receives from a product or service b. What you are entitled to as a full-time employee c. The bonus the customer receives after buying a product d. All of the above

d. All of the above

Describe what participating as a team member at an appropriate level means: Select one: a. To share openly b. To share authentically c. To avoid dominance of the team d. All of the above

d. All of the above

What is a key advantage of great customer service? Select one: a. Great customer service adds value b. It differentiates the company c. None of the above d. Both A and B

d. Both A and B

Poor listening habits include: (Select all that apply.) Select one or more: a. Jumping to conclusions b. Thinking about what they are going to say next while the other person is speaking c. Being easily distracted or prone to daydreaming d. Interrupting people e. All of the above

e. All of the above

Which of the following are key complementing offering techniques? Select one: a. Build the foundation b. Make it pertinent c. Make the complementing products lower in cost than the initial purchase d. Be assumptive e. All of the above

e. All of the above

Select each item that is a benefit your customers could receive if you offer them complementing products. Select one: a. More utility from initial purchase b. More enjoyment from initial purchase c. Time savings d. More convenience e. Less frustration f. All of the above

f. All of the above

Select the key characteristics of good team members. Select one: a. They participate at an appropriate level b. They have a positive attitude c. They listen d. They use the technique of rephraseand reflect e. They are open-minded f. All of the above

f. All of the above