1. Experienced technology users who need information on advanced topics are likely to need a ____.

2. The three prescriptions of a presentation strategy are ________.

3. Reviewing training opportunities with a user normally occurs ____.

4. A client asks for help and the solution you're trained to use doesn't help. What is the best way forward?

5. Pick the the statement that best applies to the customer service experience:

6. Your client comes to you with a problem you've seen before. You understand its cause and what effects their particular issue can have. Which of the following decisions are the next best step?

7. A customer is being verbally abusive to you and is not responding when you ask him to stop. What should your next step be?

8. You are at the front desk and swamped with customers demanding your attention and help. Several of them are talking to you at the same time. What is your best course of action?

9. After giving a long, detailed explanation to a client, they tell you that they couldn't understand you. What is the correct response?

10. You have been left alone to handle the office for a short time. A customer comes in and asks you to do something for them that you're not sure how to do. You should:

11. Select the following true statements: Note: There may be more than one right answer.

12. Select the phrase or phrases that display negative language: Note: There may be more than one right answer.

13. Customer's touchpoints include:  (check all that apply)Note: There may be more than one right answer.

14. A customer asks you how your day is going. How should you reply?

15. Once you have identified a problem faced by a customer, which of the following is the best next step?

16. You are speaking with a customer who has a limited vocabulary and seems confused by some of the words you use. You should:

17. A regular client asks you to bend the rules for them, making an exception because of their loyalty to your business. What is the best way to defuse the situation?

18. Two customers are talking to you at the same time, making it impossible for you to help either of them. What is your best course of action?

19. A client asks you when a new service will be available. Choose the best example of positive language to use when giving them the answer:

20. What is the first step in understanding the changing needs of your customers over time?

21. Which are examples of Intelligent Assistants?

22. Your client complains to your supervisor that you are difficult to work with, then comes to talk to you about it. What is the best response?

23. Once you've implemented a solution for a client's problem, what is the best next step?

24. Your supervisor surprises you with an additional project for a client that is urgent. How should you react?

25. You've just finished helping a customer with a complicated request when they ask you to help them with another request that is not part of your normal duties. How should you proceed?

26. You are helping an elderly client face-to-face, and they are very hard of hearing. What is the best way to speak to them?

27. Companies need to view their Customer Service Departments as a:

28. A customer calls you with a problem, but you're having a hard time understanding the exact issue because they don't use the same jargon you do at your company. What is the best way to narrow down the problem to better identify it?

29. A customer speaks with a heavy accent that you are having a hard time understanding. Choose the best option available:

30. Your employer explains that several tasks that your coworkers used to perform for customers will now be part of your duties. How should you proceed?

31. Select the statement or statements that are True:

32. Page Design and the layout design process for the arrangement of text and graphics elements on the page can be included in which of the following? (choose all that apply)

33. What is the #1 thing customers want when using social media?

34. A few elements of customer service are:

35. Your role is to handle questions related to products, you receive a billing inquiry:

36. Can Instagram be used for customer service purposes

37. What is a care token?

38. What is customer strategy?

39. A colleague promised a customer that the company would explore a feature recommendation. What is the most appropriate response:

40. Why is customer feedback important?

41. Active listening skills include: (mark all that apply)

42. Identify the statement that reflects the use of positive language in interacting with the customer around product availability and shipping:

43. Recently, there has been a high call volume around the issue of setting up email addresses.Your manager is asking for input for better processes and a decrease call volume (Check all that apply):

44. A customer has a question that you do not know the answer to. What step should you take?

45. What is customer motivation?

46. A customer calls in and you need to transfer them to sales. What's the best way to do this:

47. A customer of an eCommerce clothing store with retail locations has called in about a rush order for a sweater they cannot find online. What is the best option to provide a positive customer experience:

48. After a recent flight, a customer tweets out that the handle on their suitcase was broken in the baggage handling process. What are two pro-active steps that can be done? (Check all that apply):

49. What are some of the key questions to have in mind when trying to identify a problem that might not be obvious when the customer calls in:

50. Communication skills include:

51. Which is an example of positive language?

52. What are the components of a good customer service strategy

53. What are general marketing techniques for social media? (check any that apply)

54. Which of the following is an example of 'describing your actions' in a live chat with a customer (check all that apply)

55. Why is good customer service important for companies?

56. Good customer service results in: (check all that apply)

57. What are the main benefits for leveraging online forums as part of your customer service program:

58. What 2 elements are involved in CRM (Customer Relationship Management)?

59. An influential twitter user tweeted publicly they weren't happy with the view from their hotel room. What is the best response:

60. During a customer online chat, you discover that you've been 'trolled' and the customer is insulting both you and the company. What is the best way to deal with this person?

61. You are about to go on vacation for a week and have outstanding service tickets that need attention. How do you handle this?

62. Why is live chat an effective part of a customer service program?

63. What are some best practices around social media and customer service:

64. It's the end of your shift and you've found yourself on the other end of a telephone call with an irate customer who called in to fix an issue on their account. How do you handle the call?

65. What are examples of gamification in customer service

66. What are the benefits of using Facebook chat bots in customer service( check all that apply)

67. A customer received a gift from a friend that was ordered online and wishes to order the return labels themselves. The general policy states that the gift giver is suppose to order these. What is the best response:

68. The grandchildren of an elderly lady arrive at the airport to discover that the grandma's connecting flight had been cancelled. They didn't know where their grandma could be contacted:

69. You found yourself dealing with an angry customer and it seems they've called into the company before. What are some of the best statements to express: (check all that apply)

70. What is an example of a 'soft skill'? (select all that apply)

71. What is a service oriented company?

72. A company has been sending representatives to rural locations for several years to discuss issues with their clients, These clients like 'Face to Face' interactions. What can be done to lower costs (check all that apply)

73. Customer loyalty is the key objective of:

74. In order to resolve a problem with the customer you must:

75. Which statement is true for a B-tree?

76. What is meant by a 'care token'?

77. Which of the following will be a potential segmenting factor for the customers?

78. What is meant by inflection?

79. Which of the following is a customer need?

80. What would be a good opening line in replying to an irate customer's email?

81. Which of the following would a customer not expect from a customer service agent?

82. What approach should a firm take when they need to say 'no' to a customer?

83. What is customer profiling?

84. Why would a company want to know the profitability and sales history of customers?

85. What should be done with an irate customer after they have vented out and explained their situation?

86. What is the first step in mollifying a customer who has received bad service?

87. What general rules does phone etiquette require customer service representatives to follow?

88. What would perfect customer relationship management entail?

89. How should a customer service strategy plan be distributed to the employees?

90. What is the purpose of FAQ's (frequently asked questions)?

91. What is a data warehouse?

92. Which of the following would be considered going the extra mile in resolving a past customer service issue?

93. How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

94. How should a customer service representative determine what avenues to pursue to make a customer happy?

95. Why do customers feel the need of some control in working to resolve an issue with a company?

96. How important is the tone of voice when talking to someone on the phone?

97. What does CRM software allow a company to do?

98. What is the importance of consistency while offering customer service to different people?

99. Where should firms start while working on a strategy for customer service?

100. What is meant by 'data mining'?