Many customers get their first impression of your company from

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1. Which employees do most customers associate with a company? a. the faces in the ads b. the boss whose portrait is on the wall in the reception area c. the cute secretary d. the lowest paid employees in the organization

2. Many customers get their first impression of your company from the first few moments of an: a. ads. b. electronic visits. c. word-of-mouth. d. surveys

3. When answering another persons call be sure to: a. try to get past the receptionist. b. identify themselves. c. be professional. d. All of the above.

4. The first step in handling an upset caller is to: a. understand why they are upset. b. get them to calm down. c. get them to tell you their needs. d. remember that it’s not about you.

5. The key to holding interest in a conversation is: a. using common words. b. using big words. c. varying your voice. d. sounding attractive.

6. Customer dissatisfaction with a firm’s phone call handling stems from: a. inability of employees to use the features of telephone and voice mail systems. b. shortcomings in treating customers with the highest degree of courtesy. c. both a and b d. neither a nor b Unit 2 Examination 66 MKT 121 Customer Service

7. Which of the following does NOT apply to the advantages of a company using websites? a. Increased exposure and sales b. Better employee morale c. Better customer service d. None of the above.

8. The norms that guide Netgeners when they shop include: a. companies will provide them with personalized products or services. b. a company’s reputation is very important. c. they should be able to participate with companies to make the product or service better. d. All of the above.

9. To provide human contact for customers, despite high-tech communication systems, use everything EXCEPT: a. email. b. web chat. c. two-way interactive video. d. FAQ’s.

10. Traditional customer service tended to be: a. proactive. b. reactive. c. interactive. d. None of the above.

11. Structured knowledge bases are: a. repositories of customer interaction. b. postings on an electronic bulletin board. c. organized in a question and answer format. d. indexed by keywords.

12. You can gain loyal online customers through a lack of competition if: a. your website has a unique slant on your industry. b. you effectively use FAQs and searchable knowledge databases. c. both a and b d. neither a nor b