Question $22\mathrm{.}5$ pts

How is getting an angry customer feel he$/$she is winning occasionally helpful?

Group of answer choices

The customer often settles down.

It increases the probability that the customer becomes a repeat customer.

It reinforces the belief that the customer is always right.

All of the answers are possibilities.

Flag question: Question $3$

Question $32\mathrm{.}5$ pts

When a dissatisfied customer is only satisfied by talking to a supervisor, collecting information first is less important than immediately sending the customer to the supervisor.

Group of answer choices

true

false

Flag question: Question $4$

Question $42\mathrm{.}5$ pts

A concern that is problematic and compels a company to take action is:

Group of answer choices

the quality of service

an employee lack of courtesy

all are correct

the quality of merchandise

Flag question: Question $5$

Question $52\mathrm{.}5$ pts

Always ask as many questions as it takes to undestand the full scope of the issue even if it takes longer than the customer likes.

Group of answer choices

false

true

Flag question: Question $6$

Question $62\mathrm{.}5$ pts

Trigger phrases you should avoid using with customers unless absolutely necessary are $"$ I can" and $"$we do$".$

Group of answer choices

false

true

Flag question: Question $7$

Question $72\mathrm{.}5$ pts

It is Important to remember that establishing blame will usually assist in fixing the problem.

Group of answer choices

false

true

Flag question: Question $8$

Question $82\mathrm{.}5$ pts

To exceed customer expectations and provide excellent service, successful companies should anticipate and solve problems after they occur.

Group of answer choices

false

true

Flag question: Question $9$

Question $92\mathrm{.}5$ pts

A mystery shopper is one that gets in and out of the store so fast you can't learn anything about them.

Group of answer choices

True

False

Flag question: Question $10$

Question $102\mathrm{.}5$ pts

A post$-$episodic strategy focuses on how long you can keep a customer shopping in your store.

Group of answer choices

True

False

Flag question: Question $11$

Question $112\mathrm{.}5$ pts

A quiet customer who finds conflict distasteful and will avoid it is called a$($n$)\_\_\_\_\_\_\_$

Group of answer choices

runner

avoider

thinker

accumulator

Flag question: Question $12$

Question $122\mathrm{.}5$ pts

The most important reason many angry custoerms behave as they do is$\_\_\_\_\_\_\_$

Group of answer choices

all are correct

potential loss of money

bad prior experiences

they felt aloss of control

Flag question: Question $13$

Question $132\mathrm{.}5$ pts

Positive approaches that help when interacting with customers are referred to as $\_\_\_\_\_$

Group of answer choices

soft skills

softening techniques

service recovery

none are correct

Flag question: Question $14$

Question $142\mathrm{.}5$ pts

A popular proactive approach in customer service that empowers customers to go to a company's website to solve a problem is called$\_\_\_\_\_\_\_$

Group of answer choices

customer self service

softening approach

proactive problem solving

customer service option

Flag question: Question $15$

Question $152\mathrm{.}5$ pts

The mental state customers have about a company and its products when their expectations have been met or exceeded is referred to as$\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_$

Group of answer choices

customer satisfaction

customer exhileration

customer euphoria

all are correct

Flag question: Question $16$

Question $162\mathrm{.}5$ pts

Which of the following is not a step you would use to resolve a conflict?

Group of answer choices

determine if the problem really exists

respect the other person's opinion

ask for feedback while you are speaking

discuss the problem in an open setting

Flag question: Question $17$

Question $172\mathrm{.}5$ pts

Because of the global economy, most customer service jobs today require an associate or bachelors degeree.

Group of answer choices

True

False

Flag question: Question $18$

Question $182\mathrm{.}5$ pts

The CSR position affords the opportunity to learn solid business skills and often can lead to promotions in other departments.

Group of answer choices

True

False

Flag question: Question $19$

Question $192\mathrm{.}5$ pts

Mirroring a customer's tone and emotion is an effective way of building$\_\_\_\_\_\_$:

Group of answer choices

Unity.

loyalty.

Hard skills.

Rapport.

Flag question: Question $20$

Question $202\mathrm{.}5$ pts

Maddie sets three goals for each of her CSR$\text{'}$s every year. She individualizes them, but the focus is on call$-$backs, holds and satisfaction. Maddie uses what type of leadership style?

Group of answer choices

Magnetic.

Innovative.

Fast thinker.

Goal setter.

Flag question: Question $21$

Question $212\mathrm{.}5$ pts

Valuable leaders of customer service departments are usually well organized and know how to motivate employees.

Group of answer choices

True

False

Flag question: Question $22$

Question $222\mathrm{.}5$ pts

Managers build trust by treating all per