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Customer Service Certificate CSFX The free demo has three versions.
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CSFX PDF DEMO:
QUESTION NO: 1
When a business is always looking for small things to improve the overall customer experience we call it:
A. Better business.
B. Improving the business.
C. Continuous improvement.
D. Getting better.
Answer: C
QUESTION NO: 2
The most cost effective 24/7 way of gathering and storing customer information for an organisations customer database is by:
A. Phone communication.
B. Face-to-face communication.
C. Written communication.
D. Internet communication.
Answer: D
QUESTION NO: 3
Market segmentation occurs when customers are sub divided into:
A. The same groups.
B. Smaller groups to distinguish purchaser behaviour.
C. Different marketing areas.
D. None of the above.
Answer: B
QUESTION NO: 4
Benchmarking is used to:
A. Compare your competitors' prices.
B. Measure how your organisation is performing in relation to your competitors.
C. Test customer purchases.
D. Keep track of your daily sales targets.
Answer: B
QUESTION NO: 5
The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:
A. Undifferentiated market.
B. Differentiated market.
C. Segmented market.
D. None of the above.
Answer: A
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Updated: May 27, 2022