SERVICE CULTURE 9.

In addition to a compensation strategy and learning

QUIZ 1 opportunities, little performance acknowledgments will help
team members stick to a team.
I. Multiple Choice a. Celebrations
Directions: Select the correct answer for the following b. Continuous Feedback
questions. Write the letter of your choice in the space c. Shared Responsibility
provided before each question. STRICTLY NO ERASURES. d. Common Language
10. Collaboration and helping co-team members regardless of
1. Which of the following is an example of a favorable service job title is an example of ________.
culture? a. Celebrations
a. A sales associate at a large sporting goods retailer b. Continuous Feedback
shows the exact item the customer was looking for c. Shared Responsibility
and gives them a tip on additional items they might d. Common Language
need. 11. Asking for surveys, comments, and suggestions from
b. An insurance company asked a customer to customers to improve products and services.
complete a survey with their honest thoughts on a. Celebrations
customer care, but most of the customers refused b. Continuous Feedback
and failed to do so. c. Shared Responsibility
c. A CFO blames an accounting manager for financial d. Common Language
mismanagement. 12. Act of providing and giving customers a complete,
d. High employee turnover. cohesive experience that aligns with an organization's
2. An environment where employees are seized with purpose.
providing excellent customer service to their clients. a. Customer handler
a. Organizational Culture b. Customer Service
b. Service Culture c. Customer Support
c. Customer Service d. Customer Service Representative
d. Customer Care 13. A key principle of good customer service that starts with
3. One of the core principles of good customer service. a human touch.
a. Patience a. Personalized
b. Ritualism b. Competent
c. Convenient c. Convenient
d. Friendliness d. Proactive
4. It refers to basic workplace civility 14. If one of your products is back ordered, you need to
a. Patience _______ reach out to your customer to explain the problem.
b. Personalized a. Convenient
c. Owed Respect b. Personalized
d. Earned Respect c. Proactively
5. Which of the following statements is NOT true? d. Competent
a. A powerful sign of respect is letting people think for 15. Which of the following is true about good customer
themselves. service?
b. Customers remember how they were treated at the a. A customer service representative must have adept
beginning and end of the conversation. knowledge of the company and the products they
c. Common language unites your team's services sell.
approach, so customers know what to expect when b. Indefinite interactions greatly improved customer
contacting your company. service.
d. Leaders have a contagious effect on their employees. c. Customers want to be reactive in reaching out to
6. This creates a culture that fosters confidence, trust, and them.
clever problem-solving. d. Customer Service representative offers only one
a. Respect channel of communication to the customer.
b. Ritualism 16. Businesses offer their customers excellent customer
c. Friendliness service will ________ except?
d. Empowerment a. Stand out.
7. Being easily available, making eye contact, and smiling is b. Stay ahead of the competitors.
a good basis for customer service c. Enjoy a loyal customer base.
a. Friendly d. Received customer objection.
b. Healthy 17. Remain polite even if customers ask irritating questions is
c. Empathy an example of __________.
d. Kindly a. Respect
8. Makes it easier for a team to keep a conversation friendly b. Listening
and concise, which may lead to quicker resolutions. c. Serving
a. Celebrations d. Understanding
b. Continuous feedback 18. Effectively ____________ to the customer and giving
c. Shared Responsibility him or her undivided attention even in an online environment
d. Common Language are particularly important.
a. Respect
b. Serving
 c. Listening 29. A characteristic of a leader who acts and delivers good
d. Understanding results.
19. Which of the following is not a key element of excellent a. Flexibility
customer service? b. Creativity
a. Serving c. Accountability
b. Listening d. Responsibility
c. Understanding 30. Leadership style wherein the manager makes decisions
d. Empowering unilaterally.
20. It recognizes the employee's valued qualities, behaviors, a. Autocratic
and achievements. b. Democratic
a. Customer Behavior c. Laissez-faire
b. Agents Behavior d. Paternalistic
c. Owed Respect 31. Effective leadership style during an emergency.
d. Earned Respect a. Autocratic
21. John is a team leader at ASE Company. He let go of his b. Democratic
usual routines and embraced the styles of their team member c. Laissez-faire
when he was in a working place. As a good leader, what d. Paternalistic
character does he possess? 32. One of the strengths of this leadership is a team feels
a. Flexible engaged in the process.
b. Creative a. Autocratic
c. Patience b. Democratic
d. Perceptive c. Laissez-Faire
22. An awareness of the people he or she is leading. d. Paternalistic
a. Serving 33. In this style group members are expected to solve
b. Listening problems on their own.
c. Understanding a. Autocratic
d. Empowering b. Democratic
23. A leader who thinks of ways to get what they want. 34. Subordinates have an opportunity to collaborate with the
a. Determination decision-making process.
b. Resourcefulness a. Autocratic
c. Being Objective b. Democratic
d. Planning Ahead c. Laissez-Faire
24. A leader who does not make hasty decisions. d. Paternalistic
a. Flexible 35. In this leadership the leader might say "Let's work
b. Creative together".
c. Patience a. Autocratic
d. Perceptive b. Democratic
25. A good leader who is open to different opinions. c. Laissez-Faire
a. Determination d. Paternalistic
b. Resourcefulness 36. This leadership may be popular in certain regions of the
c. Being Objective world.
d. Planning Ahead a. Autocratic
26. A characteristic of a leader who has good judgment in b. Democratic
predicting what may happen in the future and can make work c. Laissez-Faire
decisions based on that. d. Paternalistic
a. Determination 37. A group of people who commit to producing a result.
b. Resourcefulness a. Team
c. Being objective b. Group
d. Planning Ahead c. Teamwork
27. A characteristic of a leader who understands that whatever d. Employees
might happen in his team whether good or bad is his 38. Importance of teamwork except.
responsibility. a. Increase Stress
a. Flexibility b. Reduce Stress
b. Accountability c. Motivates Unity
c. Creativity d. Fosters Friendship
d. Responsibility 39. Benefits of teamwork.
28. Grey a manager of Connect Us initiated an idea on his a. Customer Loyalty
team on how to close more accounts with customers but their b. Diversity of Idea
team failed to do so His team members want to give up the c. Communication is one-way.
accounts they hold. Instead of giving up, Grey as a manager d. Collaboration takes time.
motivates his team and gives them advice not to give up. As 40. He or she coaches employees.
a leader, what characteristics he does possess? a. CEO
a. Determination b. Boss
b. Resourcefulness c. Leader
c. Being objective d. Manager
d. Planning Ahead.
 SERVICE CULTURE a. Average income of the customer and the portion of
QUIZ 2 their income they spend on the type of products or
services you sell.
I. Multiple Choice b. Customer's spending habits and their monthly
Directions: Select the correct answer for the following salaries.
questions. Write the letter of your choice before the number. c. Total income of the customers and their expenses.
d. Financial obligations of the customers and their
1. A psychological construct, a mental and emotional entity financial capacity to buy certain products.
that inheres in or characterizes a person.
a. Morale 11. Listed below are the elements of compassion EXCEPT
b. Norms one.
c. Attitude a. Selflessly helping others in need.
d. Culture b. Follow a give-and-take approach.
2. How could you possibly exceed customer satisfaction? c. Loving and caring for others.
a. Collect customer feedback. d. Understanding and empathizing with others and
b. Present yourself appropriately. their problems.
c. Ethically conduct a business. 12. _________ involves an understanding of the business as
d. Respecting the diversity of people. a whole.
3. How do you create a good first impression? a. Valuing customer relationships.
a. Collect customer feedback. b. Identifying customers' needs.
b. Present yourself appropriately. c. Anticipating customers' needs.
c. Ethically conduct a business. d. Identifying co-worker's needs.
d. Respecting the diversity of people. 13. _____________ is like to trust.
4. The following are simple ways by which any business can a. Respect
look to exceed customer expectations EXCEPT. b. Rapport
a. Create a world-class Customer Service model. c. Collaborate
b. Don't make a sale instead build a relationship. d. Teamwork
c. Knowing how to behave in difficult situations. 14. A customer who is simply browsing a product with no
d. Don't hesitate to apologize. specific goal in place.
5. Professional dress can be defined as dressing in such a a. Bargain Hunters
manner as to enhance your authority, promote respect, and b. Impulse Shoppers
promote advancement opportunities in the workplace. It c. Wandering Customers
involves appropriate clothing selections based on the d. Need-Base Customers
following considerations EXCEPT. 15. Advertising sales is the best way to attract this kind of
a. Overall cleanliness. customer.
b. Company policies a. Bargain Hunters
c. Geographic Location b. Impulse Shoppers
d. Level of customer and client interaction c. Wandering Customers
6. A good work relationship requires _________. d. Need-Base Customers
a. Listening effectively.
b. Speaking correctly. II. Identification
c. Assuming responsibility. Directions: Identify the following terms. Write your answer
d. Open communication. before the number,
7. Understanding these needs can be useful in building better
relationships. Customer Retention 16. A variety of activities aimed at
a. Practice mindful listening. keeping customers for the long term and turning them into
b. Identify your relationship needs. loyal buyers.
c. Focus on your Emotional Intelligence. Profession 17. It means a job or an occupation, that helps a
d. Schedule time to build relationships. person earn his living.
8. Listed below are the methods to identify customer needs Public Good 18. A part of professional ethics where each
EXCEPT? occupation is intended to serve the welfare of the public,
a. Focus Groups. directly or indirectly to a certain extent.
b. Social Listening Professionalism 19. It comprehensively covers all areas of
c. Keyword Research practice of a particular profession.
d. Product Research Email 20. One of the most widely used forms of
9. One of the earliest ways to determine a customer's need. communication both in and out of the workplace.
a. Focus Groups Subject Line 21. This is a short phrase that summarizes the
b. Social Listening reason for a message or the goal of an email.
c. Keyword Research Signature 22. This is where you identify yourself by name,
d. Product Research title, and any other information relevant to your
10. Things to consider in finding out what financial capacity communications.
and spending habits of a customer.
Self-Regulation 23. An organization that provides a T 48. Bad reviews hurt and can sometimes be downright
profession, plays a major role in setting standards for cruel.
admission to the profession, drafting codes of ethics, and F 49. Saying sorry shows that you care about your
enforcing the standards of conduct. customers and that you are very proud to own up to your
Language 24. An important aspect of communication is mistakes.
whether you are talking with a coworker in the privacy of T 50. When dealing with negative feedback, try to avoid
your own office or with a customer. cookie-cutter responses.
Wandering Customers 25. A kind of customer is somewhat T 51. Before you write an email, ask yourself what you want
related to impulse shoppers, but they're much less likely to the recipient to do after they've read it.
make purchases. T 52. When a positive attitude in customer service exists, the
NATO Phonetic Alphabet 26. A spelling Alphabet. service staff will appear more amenable.
Facial Expression 27. Responsible for a huge proportion of F 53. Someone you are meeting for the first time will be
nonverbal communication. interested in your "good excuse" for running late.
Manner and Etiquette 28. It is important in the overall T 54. Your attitude shines through in everything you do. So,
professional image you project. project a positive attitude, even in the face of criticism or in
Professionalism 29. an individual's conduct at work or in a the case of nervousness.
business environment. T 55. In the business environment, you must understand
First impression 30. An event when one person first what constitutes a professional image to effectively meet the
encounters another person and forms a mental image of that standards and expectations you set for yourself.
person.
Professional Image 31. It consists of personal appearance
concerning clothing, grooming, manners and etiquette,
personal behavior, and communication effectiveness.
Personal Appearance 32. A composite of professional dress
and grooming.
Compassion 33. It is regarded more as an action rather than
an emotion.
Professionalism 34. An individual's conduct at work or in a
business environment.
Closing 35. Last line of an email before signature.

III. True or False

Directions: Write T if the statement is TRUE and F if it is
FALSE. Write your answer before each number.

T 36. Customer service is all about meeting and exceeding

the expectations of the customer.
T 37. Maintaining a positive attitude in customer service is
about putting oneself in the customer's position and viewing
the problem from their eyes.
F 38. The key to a good impression is to present yourself
inappropriately.
F 39. Often the biggest things make the biggest difference.
F 40. In the business environment, you must understand
what constitutes a personal image to effectively meet the
standards and expectations you set for yourself.
T 41 People respond better to those who truly listen to what
they have to say.
T 42. Employers have an obligation to provide their
employees with a work environment free from
discrimination, harassment, and unsafe conditions.
T 43. We only have 7 seconds to make a first impression in
someone.
T 44. Loyal customers make up the bedrock of any business.
T 45. Projecting an enthusiastic, natural, and attentive tone
while on the phone can help a customer feel comfortable
during a conversation.
T 46. Effective telephone communication skills result in
more productive relationships that lead to better customer
service and perhaps increased sales.
F 47. A beautiful email demonstrates diligence and
professionalism.