Elance - Customer Service Test Answers 2014

Elance - Customer Service Test Answers 2014

Question:-  What should be done at the end of a phone call with a customer after resolving an issue they had?
Answer:-  d. Repeat to the customer what you resolved and any further actions you'll be taking.


Question:-  What is customer profiling?
Answer:-  d.Using a series of data points to place customers into groups and tailoring their experience with your company


Question:-  Which of the following would be the best thing to say to an irate customer?
Answer:-  c. I can see why you feel that way.


Question:-  Why would a company want to know the profitability and sales history of customers?
Answer:-  c.It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.


Question:-  What is the first step in mollifying a customer who has received bad service?
Answer:-  d.Express regrets and promise to provide better service in future.


Question:-  Why is giving a customer the required information considered good customer service?
Answer:-  d. It allows you to add value for the customer and help them make an informed decision.


Question:-  What is meant by a "hard no"?
Answer:-  d.Saying 'no' to the customer and offering no alternative solution


Question:-  What are the two factors to consider when Creating Customer Service Strategy?
Answer:-  a. Employee reception to the plan, and customer reception to the plan


Question:-  What is a data warehouse?
Answer:-  c. A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location


Question:-  What final step can be taken to put your firm's customer service above that of all others?
Answer:-  d. Follow up with customers after the fact to make sure they are happy with the resolution.


Question:-  Which of the following would be a potential segmenting factor for customers?
Answer:-  d.All of the above


Question:-  Which of the following would a customer not expect from a customer service agent?
Answer:-  b. Rudeness


Question:-  What should be the ultimate goal of problem solving with the customer?
Answer:-  d.To make them happy


Question:-  What is meant by a "care token"?
Answer:-  b.A gesture made by the company to retain a customer after his/her having experienced bad customer service


Question:-  What should be the first thing to be done in problem solving?
Answer:-  a. Verify the information the customer has provided and any additional facts if required.


Question:-  What should be done with an irate customer after they have vented out and explained their situation?
Answer:-  b.Express empathy.


Question:-  What is the importance of customer oriented goodwill?
Answer:-  d.It puts the company ahead of the competitors in respect of customer service.


Question:-  Why do customers feel the need of some control in working to resolve an issue with a company?
Answer:-  a. They feel they are getting more for their money.


Question:-  What is the first step in dealing with a customer when he/she is irate?
Answer:-  d.Let the customer give vent to his/her feelings and do not try to interrupt him/her.


Question:-  What is the advantage of email based customer service?
Answer:-  b.It provides an easy reference to past communication with the client.


Question:-  Which of the following would be the best way to offer customer service online?
Answer:-  d.To make company phone number available online


Question:-  What is the purpose of FAQ's (frequently asked questions)?
Answer:-  d.To answer questions customers often have so they can easily find the answer without having to ask


Question:-  How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?
Answer:-  c.Information can be distributed via the CRM system for sending the same message to all the customers in the same group.


Question:-  Which of the following would be considered going the extra mile in resolving a past customer service issue?
Answer:-  c.Absorbing any extra costs such as shipping costs incurred by the customer as a result of the problem


Question:-  Why do the customers' needs change according to the nature of the situation?
Answer:-  a.People are fickle and want different things even in the same situation depending on different occasions.


Question:-  Why should a firm say they are sorry even if they feel the customer is wrong?
Answer:-  c.The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.


Question:-  How can a company create an atmosphere of continuous improvement and have employees who strive to perform?
Answer:-  b.By making it mandatory for the employees to attend company meetings


Question:-  What would be a good opening line in replying to an irate customer's email?
Answer:-  c.Thank you for your email, we are sorry to hear about the problem you have.


Question:-  How important is the tone of voice when talking to someone on the phone?
Answer:-  a.Extremely important


Question:-  What is the disadvantage of email based customer service?
Answer:-  d.It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.


Question:-  What general rule does phone etiquette require customer service representatives to follow?
Answer:-  a.Ask the other party how you can help them.


Question:-  What is a continuous improvement plan?
Answer:-  a.A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service


Question:-  What should be said to a customer when putting them on hold?
Answer:-  d.Tell them they need to hold for several minutes.


Question:-  How can a company's online ordering process be made more customer friendly?
Answer:-  c.Place ads on the order page for additional products.


Question:-  What is meant by taking a top down approach to creating a strategy?
Answer:-  c.Starting by building strategies upwards from the customer level


Question:-  What would be the two needs of a customer when visiting a theme park?
Answer:-  c. Efficiency and Seriousness


Question:-  Which of the following would be a measurable aspect of customer service?
Answer:-  b.An overall customer satisfaction rating of 90%


Question:-  Which of the following is a customer need?
Answer:-  c.Friendly customer service


Question:-  What does CRM software allow a company to do?
Answer:-  d.Create a one to one relationship with each customer