최신BBPSD Customer Service - CSFX무료샘플문제

A. Positioning.

B. Marketing.

C. Segmenting.

D. Targeting.

A. A customer who will complain immediately something goes wrong.

B. Groups of customers who complain about the same thing.

C. Work colleagues who constantly complain.

D. Customers who repeatedly complain about service.

A. Day planner.

B. Planning schedule grid.

C. Weekly planning schedule.

D. Time grid.

A. Having a to-do list.

B. Being decisive.

C. Making a decision.

D. Being indecisive.

A. Mystery shopping.

B. Customer feedback.

C. Customer responsiveness.

D. Sales targeting.

A. Has the skills to deal effectively in customer facing roles.

B. Has a number of years experience in a customer service role.

C. Always makes the most sales in a day.

D. Trains salespeople in how to deal with customers.

A. Only for people in busy jobs.

B. Doing one task and then doing another.

C. Doing more than one task at a time.

D. Doing things in sequence.

A. They are more important than external customers.

B. They are equally as important as external customers.

C. They are more likely to complain than external customers.

D. They are more likely to be a returning customer.

A. Contrasting services.

B. Standardising.

C. Benchmarking.

D. Comparing.

A. Face-to-face communication.

B. Written communication.

C. Internet communication.

D. Phone communication.

A. To be seen to be responsive to customers.

B. To improve the overall customer experience.

C. To establish a customer database.

D. To improve sales.

A. A quick response.

B. Their address.

C. Instant feedback.

D. An idea of how much they have to spend.