The quality of voice that describes how softly or loudly you speak is
a. tone
b. volume
c. pitch
d. enunciation
Ques. 2When you need to refuse a customer request
a. use a direct approach
b. do not explain reasons for the refusal
c. use positive words that show empathy
d. both a and c
Ques. 3To provide quality customer service
a. be courteous to all customers
b. do not let the customer talk at length if you think you know what the problem is
c. convince the customer to buy another product if you do not have the product the
customer needs
d. tell customers only favorable product information
Ques. 4When using e-mail for customer contact
a. do not worry about responding promptly
b. place lengthy messages in the body of the e-mail
c. state the purpose of the message clearly
d. key the message in all capital letters
Ques. 5A company with a strong customer service culture
a. has policies that make it easy for employees to satisfy customers
b. allows employees to use their own initiative in solving customer problems
c. provides customer service training for employees
d. all the above
Ques. 6An internal customer is
a. someone from outside the company who buys the company's products
b. another employee who works for your company
c. not concerned about receiving good customer service
d. both b and c
Ques. 7Customer service
a. involves performing activities to ensure customer satisfaction
b. is important for external customers only
c. is important for internal customers only
d. both a and b
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