Customer Service – Quiz 2
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Question 1 of 18
1. Question
Which of the following should we do when speaking to a talkative caller?
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Question 2 of 18
2. Question
How not to react when talking to someone and there is conflict:
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Question 3 of 18
3. Question
The Barnacle customer is someone who generally:
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Question 4 of 18
4. Question
Which belongs to the problem-solving process?
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Question 5 of 18
5. Question
Which evaluation method allows participants to discuss and categorise problems or issues under headings?
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Question 6 of 18
6. Question
The Internet is not a good place to advertise, as it is so big and impersonal.
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Question 7 of 18
7. Question
Facebook groups and community forums have a great impact on businesses in a specific area.
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Question 8 of 18
8. Question
Assertiveness is neither passive nor aggressive.
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Question 9 of 18
9. Question
Rather than get defensive when someone criticises you, respond assertively to show them that you do care what they say, but you won’t allow certain behavior around you.
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Question 10 of 18
10. Question
South African consumers like to visit Spur because they don’t really know what to expect and like to be surprised every time.
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Question 11 of 18
11. Question
Abrupt callers speak quickly and would like to remind you of your place.
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Question 12 of 18
12. Question
The SWOT analysis is used to analyse ___________ and is an excellent way to evaluate your organisation.
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Question 13 of 18
13. Question
Match the SMART Goals to the descriptions provided.
Sort elements
- Measurable
- Attainable
- Specific
- Relevant
- Timed
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To see how close you are to reaching your goals
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Set goals you know you can reach
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Goals should be visualised and not too general
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Goals have to make sense
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Put a deadline on your goals
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Question 14 of 18
14. Question
The _____________ customer is generally averse to talking to you and doesn’t want to be a burden.
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Question 15 of 18
15. Question
Once a customer problem is identified, the service ___________ process should begin.
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Question 16 of 18
16. Question
During problem-solving, being ____________ means aiming to work out a mutually satisfying solution with others.
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Question 17 of 18
17. Question
Using informal ____________ is a good way to ask your customers what they want or how your organisation is doing.
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Question 18 of 18
18. Question
When customers tell their friends and families about a company, whether good or bad, and word spreads, it is called _____________.
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