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Customer Service Certificate CSFX .
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CSFX PDF DEMO:
QUESTION NO: 1
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
QUESTION NO: 2
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: 3
If it is not possible to establish personal communication with a customer face-to-face then the next best method is:
A. Email.
B. Letter.
C. Phone.
D. Leaflet.
Answer: C
QUESTION NO: 4
When communicating with a customer using email you should:
A. Make sure the email title lets the person know what it is about.
B. Keep the email courteous, short and to the point.
C. Read through the email before sending.
D. All of the above.
Answer: D
QUESTION NO: 5
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
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Updated: May 27, 2022