The main reason why customers buy

1. and stay with one company over

another is:
A. relationship.
B. service.
C. products.
D. brand.

A.

A successful company is defined based

2.
on:
A. money.
B. customer retention.
C. product upgrades.
D. service contracts.

B.

Business development concerns itself

3.
with:
A. attracting and qualifying prospective customers.
B. soliciting and qualifying prospective products.
C. attracting and qualifying internal customers.
D. empowering and aligning people.

A.

A marketing tool such as cold calling is

4.
classified as a/an:
A. premium and incentive.
B. outdoor solicitation.
C. telemarketing tool.
D. discount program.

C.

To ensure products and services reach

5. intended customers, ____________ is
required.
A. analysis
B. technical skill
C. pricing
D. follow-up

D.

Word-of-mouth advertising is defined

6.
as:
people who have never seen your marketing
A.
campaign but like your internal customers.
people who have never seen your marketing
B. campaign but are currently in your business
arena.
people who have seen your marketing campaign
C. and have heard good things about your services
from other external customers.
people who have seen your marketing campaign
D. but may not necessarily know how to get your
products.

C.
 Potential customers responding to
7. your marketing campaign are called
____________ sales.
A. involuntary
B. voluntary
C. incidental
D. general

B.

Effective customer service operations

8.
will:
A. increase customer loyalty and retention.
B. increase overall sales revenues.
C. provide competitive advantage.
D. All of the above

D.

Continuous improvement in the

9.
customer service picture means:
using customer feedback to improve the overall
A. operations of the company, its products and
services.
using customer feedback to increase customer
B.
callbacks and recalls.
using customer feedback to extend overall
C.
company bureaucracy, its products and services.
using customer feedback to avoid empowerment,
D.
discussion groups and exchanges.

A.

10. Integrity requires:

A. fully trained employees.
B. unrestricted access to information and tools.
C. reliability and trustworthiness
D. all of the above

D.

Chapter 3

The time at work seems to

pass more quickly when
you concentrate on the
activities you are planning
after quitting time than it
does when you are deeply
involved in a work project.
A. True
B. False
 B.

If the company doesn’t seem to

be paying you as much as you feel
2. you are worth, there is no reason
to devote your best efforts to your
work.
A. True
B. False

B.

Since a public library is usually a

tax-supported service, the idea of
3. being a pro-profit employee does
not apply to that type of
employee.
A. True
B. False

B.

You work for a mass

merchandiser. After parking in
the large parking lot, you could
take one of the shopping carts
4.
back into the building and put it in
the cart pick-up area, but you
don’t. This is not an example of a
pro-profit employee.
A. True
B. False

A.

A good reason to do no more than

5. absolutely required at your work
is:
management gets paid much
more in proportion than the
A.
workers, so why help them
out?
coworkers think you are
stupid if you do little things,
B.
unrequired, which conserve
time or resources.
unions discourage such
C.
helpful actions.
you are quite ill, but the boss
wants you at work anyway if
you can come in and he/she
D.
specifies that he/she doesn’t
want you to do any more
than the minimum.

D.

Which of the following might be

6.
considered pro-profit actions?
Making sure service
A. literature or product catalogs
are filed in proper order
B. Smoking in the rest room,
 rather than at your bench
Taking a bundle of ball point
pens (which advertise the
C.
company’s products) home
for personal use
Stopping work in plenty of
D. time to be prepared to clock
out right at quitting time

A.

Which of the following would be

7.
considered pro-profit activities?
Building relationships with
A. fellow workers by discussing
last evening’s bowling
Submitting an employee
B. suggestion for improving
efficiency or safety
Leading your coworkers in
asking management to
C.
relieve your department
workers of clean-up details
Calling in sick because you
D. can’t be at your best with a
hangover

B.

If you have poor handwriting, you

8.
should:
A. always type your messages.
speed up in order to hurry
B. through the unpleasant task
of writing longhand.
slow down and try to
C.
improve the legibility.
ask others to do your
D.
writing.

C.

9. "AVO" stands for:

A. Always Voice your Opinion.
B. Avoid Verbal Orders.
C. Anti Verifi able Operation.
D. A Very Obstinate person.

B.

If you aren’t a good writer,

10. because of bad grammar, spelling
or punctuation, you should:
avoid writing any more than
A.
necessary.
ask someone else to write it
B.
for you.
just tell people what you
want, thus avoiding the
C. embarrassment of not
knowing the English
language.
D. write as often as possible.
 D.

Chapter 4
1. You keep things simple to free up your time.
True
A.
False
B.
2. Using lies keeps client relations simple.
True
A.
False
B.
3. You cannot make complicated things simple.
True
A.
False
B.
4. Asking clients to demonstrate what they understand is not a good policy.
True
A.
False
B.
5. Going for a walk is a waste of your precious time.
True
A.
 False
B.
6. A note pad with a pencil is a great tool for organizing your thoughts.
True
A.
False
B.
7. Universal remote controls are simple for everyone to understand.
True
A.
False
B.
8. Developing routines is a bad idea because you can get stuck in them.
True
A.
False
B.
9. Using a sophisticated phone message system can simplify office communications.
True
A.
False
B.
10. Most office/service center software is too costly to be effective.
True
A.
False
B.

Because customer service

is a complex and
demanding field, it
requires you to have:
A. intelligence.
B. technical skills.
C. discipline.
D. all of the above

D.

Commitment to success means to

2. be compulsive in your drive to
succeed.
A. True
B. False

B.

Nearly all successful customer

3.
service specialists are:
A. glad to have a job.
hoping to get into a
B.
position to boss others.
C. success-oriented.
D. happy to know-it-all.

C.

The part of the brain concerned

4.
with success should be:
A. ready when it’s time to
 work.
utilized only when you face
B.
diffi cult decisions.
calmed down after you
C.
have reached your goal.
D. on call at all times.

D.

Which of the following is not one of

5. Dr. Ing’s Objectives of Customer
Service?
A. Inquire
B. Educate
C. Inform
D. Relate

A.

The only way to become successful

in customer service, or as a
6.
business leader, is to actively work
80 hours a week at it.
A. True
B. False

B.

To properly display Business

7.
Leadership you need to:
A. learn to boss others.
have a “healthy” appetite
B.
for success.
stay aloof with coworkers
C. so they always feel you’re
busy.
never try to learn more
D. because you appear
inadequate if you do.

B.

To be a successful customer service

8.
specialist, you should:
have a great desire to be
A.
successful.
always be aiming for
B.
something.
have your mind concerned
C.
with success at all times.
D. all of the above.

D.

A Personal Rule for Success should

9.
include:
A. keep up-to-date.
always point out coworker’s
mistakes to the boss,
B.
thereby making you look
better.
C. never do more than a job
requires, as it will lead to
 less mistakes.
D. none of the above

A.

Patterns for successful customer

10.
service workers include:
getting ahead as a goal
A.
unto itself.
working just enough to get
B.
the job completed.
never put yourself on the
C.
line.
“curiosity killed the cat.”
D.
Never ask questions.

Chapter 6

Preparing to unload the

service van, you back up to a
loading area. Unfortunately,
you also back over another
worker, who claims you were
negligent. Most likely:
the injured worker has
no claim as he or she
A.
should have been
watching out.
the company will have
B.
to pay the injury claim.
you, the driver of the
van, will be held
C.
personally responsible
for the accident.
the injured worker will
have health and
D. accident insurance and
that will cover the costs
of the accident.

B.

It is unfair for a company to refuse

2. to hire you, just because you have a
history of drug abuse.
A. True
B. False

B.

You know some of the employees

are stealing small items from the
3.
company you work for. The best
thing for you to do is:
A. ignore these activities.
 It is none of your
concern.
B. call the police.
bring the activity to the
C. attention of
management.
plead with the workers
D.
to quit stealing.

C.

If the company is paying you less

than comparable workers in similar
4. businesses, it is fair to steal a few
things or to take care of personal
business while on duty.
A. True
B. False

B.

Wasting time, or taking care of

personal business while being paid
to take care of company business, is
5.
stealing, just as if you were taking a
tool or product of the company for
yourself.
A. True
B. False

A.

If you knowingly are working as an

employee and the company is
6. treating you as a contract laborer,
both you and the company are
violating the law.
A. True
B. False

A.

Not offering to give the customer a

receipt, with the intent of not
7.
including the income in sales for the
day, is a criminal act.
A. True
B. False

A.

Tech support is an expense for a

company. If a company claims to
have technical support for the
products it sells, but then knowingly
8.
hires fewer help desk workers than
it needs, it is shifting these costs to
the purchaser of its products and is
defraudin
A. True
B. False

A.

9. A good way to punish a deadbeat

 customer who didn’t pay his service
bill is to:
take him or her to
A.
small claims court.
post the unpaid invoice
B. in plain view for future
customers to see.
publish a notice naming
C. that customer in the
local newspaper.
take several big guys,
go back to the home
D.
and take your parts
back.

A.

Help desk workers should make

clear to the caller that they have
very limited technical knowledge,
10. only what is printed on their
‘trouble-symptom’ card, and thus
cannot help if the problem isn’t
listed.
A. True
B. False

B.