MISC 01 - Practice Test Flashcards
What is a key principle of customer service that encourages customers to solve their own issues?
a. Empowerment
b. Accountability
c. Consistency
d. Quality
a. Empowerment
Which of the following best describes the importance of quality in customer service?
a. Quantity of service provided
b. Providing the best service possible
c. Offering discounts to customers
d. Reducing the number of support calls
b. Providing the best service possible
How should customer service representatives treat customers according to the principle of respect?
a. With indifference
b. With kindness and humanity
c. With strictness and authority
d. With impatience
b. With kindness and humanity
Which is essential for maintaining a well-functioning customer service team?
a. High employee turnover
b. Process stability
c. Frequent changes in procedures
d. Ignoring customer feedback
b. Process stability
What is a recommended method for improving customer service quality?
a. Reducing the number of staff
b. Ignoring customer complaints
c. Asking for customer feedback
d. Limiting communication channels
c. Asking for customer feedback
In the context of interpersonal communication, what does the term “sender” refer to?
a. The person who receives the message
b. The person who transmits the message
c. The person who encodes the message
d. The person who provides the feedback
b. The person who transmits the message
What does the “message” in interpersonal communication encompass?
a. Only verbal communication
b. Only written communication
c. Thoughts, ideas, emotions, and information
d. Only nonverbal cues
c. Thoughts, ideas, emotions, and information
In the Shannon-Weaver model, what is the role of the receiver?
a. To create the message
b. To transmit the message
c. To decode the message and assign meaning
d. To provide feedback to the sender
d. To provide feedback to the sender
What is feedback in the context of interpersonal communication?
a. The initial message sent by the sender
b. The process of receivers communicating their understanding back to senders
c. The barriers that may distort the message
d. The channel through which the message is sent
b. The process of receivers communicating their understanding back to senders
Which of the following is NOT one of the five essential parts of the Shannon-Weaver model?
a. Sender
b. Message
c. Receiver
d. Audience
d. Audience
What is a common barrier in interpersonal communication?
a. Clear and concise messages
b. Nonverbal cues
c. Misinterpretation of the message
d. Effective feedback
c. Misinterpretation of the message
Why is it important for customer service teams to listen to customer feedback?
a. To maintain the status quo
b. To improve service strategies and marketing efforts
c. To reduce the number of customers
d. To increase the complexity of processes
b. To improve service strategies and marketing efforts
What is considered a basic expectation in customer service interactions?
a. Offering discounts to all customers
b. Politeness and good manners
c. Providing lengthy explanations
d. Ignoring customer complaints
b. Politeness and good manners
Why is professionalism important in customer service?
a. It allows for casual interactions
b. It ensures clients are treated with respect and dignity
c. It focuses solely on sales
d. It minimizes the need for training
b. It ensures clients are treated with respect and dignity
How can personalization impact customer service?
a. It makes interactions longer
b. It can make clients feel values and appreciated
c. It complicates the service process
d. It is irrelevant to customer satisfaction
b. It can make clients feel valued and appreciated
