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Customer Service Certificate CSFX Try it now!
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CSFX PDF DEMO:
QUESTION NO: 1
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: 2
The most common time wasting activity is:
A. Personal disorganisation.
B. Frequent interruptions.
C. Excessive socialising.
D. Being indecisive.
Answer: B
QUESTION NO: 3
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: 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
When a product or service has not been differentiated in the market place then it is best to use:
A. A quick sales strategy.
B. A differentiated targeting strategy.
C. A market segment.
D. An undifferentiated targeting strategy.
Answer: D
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Updated: May 27, 2022