Customer Service Test (Chapter 6 - 10) Name: Multiple Choice Questions (3 points each – please highlight your response) 1) ____ The Regional Sales Manager of a medical device company is an assertive person who proactively engages in confrontational dialogue during sales meetings of his company. Being a forceful businessman, he prefers firm handshakes in his interactions and is inclined to project a confident, arrogant demeanor. He is most likely to prefer what personality style: a. Inquisitive b. Rational c. Expressive d. Decisive 2) ____ An individual who favors solitary leisure activities over people-oriented activities is most likely to adopt what personality style: a. Decisive b. Expressive c. Inquisitive d. Rational 3) ____ People who adopt the inquisitive style differ from people who adopt the expressive style in that the former tends to be more like which of the following: a. Volunteers feelings freely b. Be very punctual and time conscious c. Enjoys engaging individuals in person d. Prefers informality and closeness in interactions 4) ____ A customer approaches a salesperson to discuss details of a product he is interested in. Given her preference for the expressive style, which of the following would the customer likely be interested in: a. The bottom line of using the product b. Instructions that discuss the use of the product c. Questions related to rebates and other technical information d. The color and sizes that the product is available in 5) ____ A good way to establish good relationships with an internal customer is to: a. Tell your co-worker about all your work and family challenges b. Wear strong fragrances to make sure you get noticed c. Stay connected by stopping by their work area periodically d. Forward your calls to him/her when you are away from your desk 6) ____ One strategy for dealing with talkative customers is to: a. Ignore all the other customers while listening to them b. Roll your eyes and look away c. Direct them to your co-workers d. Used closed-end questions to guide the conversation 7) ____ Which of the following is the last step of the problem solving model: a. Evaluate the alternatives b. Identify the alternatives c. Monitor the results d. Make a decision 8) ____ The Customer Experience Representative is confronted by an upset customers and uses a problem solving model to address the issue. She first identified the problem. The next step she should take is: a. Monitor the results b. Identify the alternatives c. Make a decision d. Evaluate the alternatives 9) ____ The last step of the service recover process is: a. Show compassion b. Conduct a follow up c. Take further action d. Apologize another time 10) ____ Which of the following statements is an example of an individualistic culture: a. A country that provides all of it citizens with complete healthcare b. A native tribe whose members pursue personal goals over the tribe’s c. An ethnic group that runs all its decis.

1. Customer Service
Test (Chapter 6 - 10)
Name:
Multiple Choice Questions (3 points each – please highlight
your response)
1) ____ The Regional Sales Manager of a medical device
company is an assertive person who proactively engages in
confrontational dialogue during sales meetings of his company.
Being a forceful businessman, he prefers firm handshakes in his
interactions and is inclined to project a confident, arrogant
demeanor. He is most likely to prefer what personality style:
a. Inquisitive
b. Rational
c. Expressive
d. Decisive
2) ____ An individual who favors solitary leisure activities over
people-oriented activities is most likely to adopt what
personality style:
a. Decisive
b. Expressive
c. Inquisitive
d. Rational
3) ____ People who adopt the inquisitive style differ from
people who adopt the expressive style in that the former tends
to be more like which of the following:
a. Volunteers feelings freely
b. Be very punctual and time conscious
c. Enjoys engaging individuals in person
d. Prefers informality and closeness in interactions
4) ____ A customer approaches a salesperson to discuss details
of a product he is interested in. Given her preference for the

2. expressive style, which of the following would the customer
likely be interested in:
a. The bottom line of using the product
b. Instructions that discuss the use of the product
c. Questions related to rebates and other technical information
d. The color and sizes that the product is available in
5) ____ A good way to establish good relationships with an
internal customer is to:
a. Tell your co-worker about all your work and family
challenges
b. Wear strong fragrances to make sure you get noticed
c. Stay connected by stopping by their work area periodically
d. Forward your calls to him/her when you are away from your
desk
6) ____ One strategy for dealing with talkative customers is to:
a. Ignore all the other customers while listening to them
b. Roll your eyes and look away
c. Direct them to your co-workers
d. Used closed-end questions to guide the conversation
7) ____ Which of the following is the last step of the problem
solving model:
a. Evaluate the alternatives
b. Identify the alternatives
c. Monitor the results
d. Make a decision
8) ____ The Customer Experience Representative is confronted
by an upset customers and uses a problem solving model to
address the issue. She first identified the problem. The next step
she should take is:
a. Monitor the results
b. Identify the alternatives
c. Make a decision

3. d. Evaluate the alternatives
9) ____ The last step of the service recover process is:
a. Show compassion
b. Conduct a follow up
c. Take further action
d. Apologize another time
10) ____ Which of the following statements is an example of
an individualistic culture:
a. A country that provides all of it citizens with complete
healthcare
b. A native tribe whose members pursue personal goals over the
tribe’s
c. An ethnic group that runs all its decisions through a
communal decision-making process to gain consensus
d. A family business when all the business decisions that are
make are to benefit the company profitability only
11) ____ Characteristics, values, beliefs, and factors that make
people different but similar:
a. Meritocracy
b. Culturalization
c. Diversity
d. Precarity
12) ____ The practice of transferring a call without announcing
the call is:
a. Robocall
b. Automatic call distribution
c. Instant messaging
d. Blind transfer
13) ____ The tool businesses use to share information, connect
with customers, and keep their name and products in front of

4. millions of people is:
a. Emoticon use
b. Media blending and streaming
c. Social media
d. Call waiting and product advertising while on hold
14) ____ Computer terminals with screen displays installed in
various areas of showrooms where customers can access
production information and complete various transactions, are
likely called:
a. Automated attendants
b. Predictive intelligence systems
c. Interactive kiosks
d. Customer touch points
15) ____ The technology that allow for remote storage of user
data which can be accessed through a web browser using a
module application on the user’s mobile devise is:
a. Internet telephony
b. Media blending
c. Cloud computing
d. Computer telephone integration
16) ____ The tool businesses use to share information, connect
with customers, and keep their name and products in front of
millions of people is:
a. Emoticon use
b. Media blending and streaming
c. Social media
d. Call waiting and product advertising while on hold
17) ____ The Hostess at a fine restaurant completes the
electronic transaction and asks about the customer’s meal and
dining experience as part of:
a. Automated survey
b. Exit interview
c. Service contact survey

5. d. Call waiting and product advertising while on hold
18) ____ The Office Manager wants to create a contingency
plan for the office and has identified the goal(s) the plan needs
to accomplish. The next step she should take to further her plan
is to:
a. Create an implementation plan
b. Examine and evaluate the situation
c. Identify alternative options
d. Select the best alternatives from existing options
19) ____ The goal of customer relationship management is to:
a. Utilize the CRM software to its fullest
b. Make new friends
c. Acquire, retain and satisfy customers
d. Keep the staff busy to minimize idle time
20) ____ Delivering exceptional customer/guest/patient
experiences in today’s business environment:
a. Goes beyond the normal to make the individual feel special
and valued
b. Is increasingly expected in today’s competitive environment
where others options and providers exist
c. Should be out of the ordinary and aimed to build loyalty and
repeat business
d. All of the above
True/False (1 point each – please highlight your response)
1) ____ Some behavioral styles are better than others.
a. True
b. False
2) ____ It’s helpful to assess an individual’s behavioral style
and tailor your communication accordingly.
a. True
b. False

6. 3) ____ Customer expectations do not impact how service is
delivered.
a. True
b. False
4) ____ Demanding customers often act in domineering ways
because they are self-confident.
a. True
b. False
5) ____ If the demands of an angry customer cannot be met, it’s
helpful to negotiate an alternative solution.
a. True
b. False
6) ____ Competency in communication can eliminate the need
for service recovery.
a. True
b. False
7) ____ An upset customer is typically annoyed with a specific
person rather than the organization or system.
a. True
b. False
8) ____ Values are the “rules” that people use to evaluate
situations, make decisions, interact with others, and deal with
conflict.
a. True
b. False
9) ____ When a customer has a disability, the disability should
be de-emphasized by thinking of the person first and the
disability second.
a. True

7. b. False
10) ____ Because of the cost of technology, small businesses
cannot effectively benefit from its use as a customer service
tool.
a. True
b. False
11) ____ To ensure accurate communication has taken place,
you should summarize key points at the end of a telephone
conversation.
a. True
b. False
12) ____ E-commerce is a term that means that the commerce of
the United States is in excellent condition.
a. True
b. False
13) ____ As customers develop long-term relationship with a
company, they become more tolerant of poor service.
a. True
b. False
14) ____ An important step often overlooked in dealing with a
customer is the follow up.
a. True
b. False
15) ____ Trust is not a major concern for most customers.
a. True
b. False
Two Essay Questions (25 points each)
Building and Maintaining Customer Relationships
· Chapter 6 Customer Service and Behavior
· Chapter 7 Service Breakdowns and Service Recovery
· Chapter 8 Customer Service in a Diverse World

8. · Chapter 9 Customer Service via Technology
· Chapter 10 Encouraging Customer Loyalty
During our class time together we have broadly focused on
shifting the mindset from a traditional lens of customer services
to one of showcasing exceptional customer experiences.Given
that context, our last five chapters involved essential discussion
to building and maintaining customer relationships. You role
now is to focus on (1) an exceptional customer experience you
have enjoyed and (2) an exceptional negative experience that
you were party to.
(Part A of your examples) In both cases use the Situation –
Action – Results formula to summarize your example and
experience. Be clear and provide enough details that the reader
can visualize your experience and outcomes.
(Part B of your examples) Now that you have identified the
experiences, use the elements discussed in chapters 6 – 10 to
critique what went right (for your exceptional experience) and
what went wrong (for your exceptionally bad or negative
experience). Remember – you are the customer experience
expert and your discussion should be detailed enough for the
reader to appreciate your depth of knowledge and meaningful
critique.
7 | Page