Common Learning Block 7 Practice Questions

Question 1

When should customer service begin?

Answer 1

Before a sale

Question 2

Customer Service applies to;

Answer 2

Internal and external customers

Question 3

Internal customers are individuals that work:

Answer 3

Within the company

Question 4

The customer order cycle occurs when:

Answer 4

Customers interact with suppliers

Question 5

Identify what can be used to gauge and measure performance and success.

Answer 5

Performance metrics

Question 6

Which of the following processes are used to provide various pieces of information about customer sales and trends?

Answer 6

Customer relationship management (CRM)

Question 7

Identify a type of challenging customer?

Answer 7

Antagonistic and aggressive

Question 8

Which of the following is not recognized as a method of communication?

Answer 8

Avoidance

Question 9

Identify the process used for the return of products.

Answer 9

Reverse logistics

Question 10

Identify why customer service representatives need to understand policies, rules, regulations, and laws.

Answer 10

Non-compliance has consequences, including potential fines and imprisonment