Question 1. If you lose one customer who spends $50 per month, what is the net loss over a decade?

• $50
• $5,000
• $2,600
• $6,000

Question 2. What is one of the benefits of treating customers fairly to generate customer loyalty?

• They will always refer 15 people to you.
• It will generate positive feelings.
• They will always put up positive reviews online.
• It will generate a sense of accomplishment.

Question 3. Which of these core customer service competencies requires an ability to listen to the customer and assess their situation?

• Ability to communicate effectively
• Acceptance of ownership
• Ability to manage knowledge
• Ability to use empowerment

Question 4. Which of these is not true of electronic customer service via websites?

• Electronic customer service can produce frustrated customers.
• Electronic customer service can completely replace phone calls.
• Your company can end up with a failed website.
• Installing an electronic customer service solution can be costly.

Question 5. Which one of these is not regarded as a potential turnoff to customers?

• Merchandise prices not marked; price check required
• Having to wait too long
• Dirty facilities, particularly restrooms
• Product bundling

Question 6. Which of the following is not a best practice for phone conversations?

• Address people with courtesy titles
• Keep your conversation businesslike
• Keep your conversation tactful
• Always try to sell the customer an upgrade

Question 7. Which of these company behaviors can prevent receiving customer feedback entirely?

• Having a minimum phone conversation time
• Mailing thank-you notes
• Having a "no complaints" policy
• Creating a recognition culture in your company

Question 8. What is it called when people pretend to be listening, but aren't really paying attention?

• Being a wide asleep listener
• Being a fake friend
• Being in the no-attention zone
• Being an active-automatic listener

Question 9. Which of these is not a nonverbal cue that can help with active listening?

• Appearing concerned
• Maintaining good eye contact
• Nodding
• Asking for clarification

Question 10. What does the concept of service recovery mean?

• Problem situations can be prevented entirely
• Customer loyalty is destroyed by any problem, even if resolved
• Customers can perform services for your business in exchange for goods
• Acknowledging and addressing complaints helps create loyalty