Question 1

External customers are the ones who actively seek out; research; and buy,rent or lease products or services offered by the organization.

Accepted Answer

A) True 
 B)False

Question 2

The _____ includes an element of an organization that a customer experiences.

Accepted Answer

A)  human resource 
B)  organizational culture 
C)  service environment 
D)  service recovery 
A)  human resource 
B)  organizational culture 
C)  service environment 
D)  service recovery

Question 3

According to the U.S.Bureau of Labor Statistics,the long-term shift from goods-producing to service-producing employment is expected to decline.

Accepted Answer

A) True 
 B)False

Question 4

Deregulation is the removal of government restrictions on an industry.

Accepted Answer

A) True 
 B)False

Question 5

Workers employed in professional and business services,in financial activities,and in education and health services are least likely to work at home.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements best describes the term "e-commerce?"

Accepted Answer

A)  It refers to an entire spectrum of companies that market products and services on the Internet and through other technology. 
B)  It is a trade agreement entered into by the United States, Canada, and Mexico to help them eliminate barriers to trade. 
C)  It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization. 
D)  It refers to the group of companies operated by the federal government that sells products for free of cost. 
A)  It refers to an entire spectrum of companies that market products and services on the Internet and through other technology. 
B)  It is a trade agreement entered into by the United States, Canada, and Mexico to help them eliminate barriers to trade. 
C)  It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization. 
D)  It refers to the group of companies operated by the federal government that sells products for free of cost.

Question 7

Customer service professionals need to be abreast of current organizational policies and procedures.

Accepted Answer

A) True 
 B)False

Question 8

B2B stands for ____.

Accepted Answer

A)  back-to-business 
B)  brand-to-brand 
C)  brokering-to-business 
D)  business-to-business 
A)  back-to-business 
B)  brand-to-brand 
C)  brokering-to-business 
D)  business-to-business

Question 9

Rapid growth in construction is likely to increase the overall employment in goods-producing industries.

Accepted Answer

A) True 
 B)False

Question 10

After the recession,economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Accepted Answer

A) True 
 B)False

Question 11

Define e-commerce.

Accepted Answer

E-commerce refers to the entir

Question 12

The ultimate goal of customer relationship management is customer loyalty.

Accepted Answer

A) True 
 B)False

Question 13

Motivated and competent workers,planning,policy,and procedure change or system adaptation will have a positive impact on customer service.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?

Accepted Answer

A)  Mexico 
B)  Costa Rica 
C)  Bermuda 
D)  Greenland 
A)  Mexico 
B)  Costa Rica 
C)  Bermuda 
D)  Greenland

Question 15

In a learning organization,learning from mistakes and adapting accordingly is crucial.

Accepted Answer

A) True 
 B)False

External customers are the ones who actively seek out; research; and buy,rent or lease products or services offered by the organization.

The _____ includes an element of an organization that a customer experiences.

According to the U.S.Bureau of Labor Statistics,the long-term shift from goods-producing to service-producing employment is expected to decline.

Deregulation is the removal of government restrictions on an industry.

Workers employed in professional and business services,in financial activities,and in education and health services are least likely to work at home.

Which of the following statements best describes the term "e-commerce?"

Customer service professionals need to be abreast of current organizational policies and procedures.

B2B stands for ____.

Rapid growth in construction is likely to increase the overall employment in goods-producing industries.

After the recession,economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Define e-commerce.

The ultimate goal of customer relationship management is customer loyalty.

Motivated and competent workers,planning,policy,and procedure change or system adaptation will have a positive impact on customer service.

Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?

In a learning organization,learning from mistakes and adapting accordingly is crucial.

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters

Exam 1: The Customer Service Profession

External customers are the ones who actively seek out; research; and buy,rent or lease products or services offered by the organization.

The _____ includes an element of an organization that a customer experiences.

According to the U.S.Bureau of Labor Statistics,the long-term shift from goods-producing to service-producing employment is expected to decline.

Deregulation is the removal of government restrictions on an industry.

Workers employed in professional and business services,in financial activities,and in education and health services are least likely to work at home.

Which of the following statements best describes the term "e-commerce?"

Customer service professionals need to be abreast of current organizational policies and procedures.

B2B stands for ____.

Rapid growth in construction is likely to increase the overall employment in goods-producing industries.

After the recession,economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Define e-commerce.

The ultimate goal of customer relationship management is customer loyalty.

Motivated and competent workers,planning,policy,and procedure change or system adaptation will have a positive impact on customer service.

Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?

In a learning organization,learning from mistakes and adapting accordingly is crucial.

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Customer Service Via Technology

Encouraging Customer Loyalty

Filters