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Customer Service Certificate CSFX This version is software.
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CSFX PDF DEMO:
QUESTION NO: 1
The most common time wasting activity is:
A. Personal disorganisation.
B. Frequent interruptions.
C. Excessive socialising.
D. Being indecisive.
Answer: B
QUESTION NO: 2
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: 3
A person who is unknown to an organisation who acts as a customer and then reports back to the organisation on their experience is called a:
A. Shopping experience tester.
B. Mystery shopper.
C. Unknown shopper.
D. Secret shopper.
Answer: B
QUESTION NO: 4
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: 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