Guys, patulong naman sa pag sagot ng customer service exam na ito.
1. Which of the following does not show "active" listening?
a. Repeating and reflecting back your understanding to the customer
b. Asking your manager to speak with the customer
c. Making notes
d. Using words such as, "I see, go on, right"
2. What is the opposite of "reactive" customer service?
a. Inactive
b. Overactive
c. Non-active
d. Proactive
3. "You mentioned...how would you feel...?" is an example of what kind of question?
a. Leading
b. Assumptive
c. Clarification
d. Closed
4. The "lifetime value" of a client refers to what?
a. The total amount a company spends on keeping a customer happy
b. The money spent on a product or service by a customer each year
c. The company revenue spent on advertising
d. The monetary value per customer accrued to a company over a measured period
5. Which of the following words / phrase is not "positive" as perceived by most customers?
a. Certainly
b. You’re welcome
c. I’ll do my best
d. What I can do is...
6. Which of the following is most likely to help in calming an angry customer when face to face?
a. Crossing your arms
b. Rapid nodding of the head
c. Smiling
d. Slow, deliberate nodding of the head
7. When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:
a. Matching their perceived needs to potential solutions
b. Giving as many of the features of the product or service as possible
c. Finding out why they called us
d. Offering the best deal
8. The act of reflecting back to a face to face customer certain meaningful body language signals is known as:
a. Mirroring and Matching
b. Copying and Mimicking
d. Reflecting and Marking
e. Matching and Marking
9. Which of the following does not contribute to the "image" you project?
a. body language
b. Choice of words
c. Your specific job title
d. Tone of voice
10. The most effective salespeople use which ratio of questions to statements?
a. 2:1
b. 1:1
c. 4:1
d. 1:2
11. Which of the following statements most closely reflects your own view?
a. I need to change my personality to match that of the customer
b. I am never a ‘stressed-out’ customer, so why should I put up with difficult behaviour from customers?
c. The customer has a perfect right to be rude if necessary
d. In any given service or sales situation I can choose my own behaviour for the best possible outcome.
12. "Treat others as you’d like to be treated" is a good guiding principle behind offering outstanding service or sales through service.
a. True
b. False
English Exam
I. Structure
1. ……………………………………… about the Organisation?
A. Asked any questions B. Were any questions C. Any questions be
anyone asked asked
2. We walked………………the entrance of the library.
A. as far as B. until C. till to
3. What time………………………yesterday?
A. you arrived B. arrived you C. did you arrive
4. ………………….his carelessness our work was ruined.
A. Result of B. Since C. Because of
5. It is time …………………… to the meeting.
A. go B. for go C. to go
6. Mr. Smith …………………..there because of the interesting work.
A. is enjoying B. enjoys C. enjoys it
7. Do you understand……………………………..?
A. what he means B. what he is meaning C. what means he
8. My…………………….. is from 12.30 to 1.30.
A. hour lunch B. lunch hour C. lunch’s hour
9. “Which of your two colleagues is here? ” “…………………………….”
A. Neither of them is B. None of them is C. No-one is
10. He solved the problem…………………………two minutes.
A. at B. in C. with
II. Vocabulary (sample)
1. This report……………part of a study on the fishing industry.
A. shares B. owns C. intends D. forms
2. We…………….neither water nor food, but we do need medical supplies.
A. lack B. spill C. risk D. treat
3. It usually takes more than just a few weeks to really…………………down
in a new job.
A. arrange B. contain C. settle D. follow
4. We have so little money that we cannot even…………….to employ a typist.
A. afford B. provide C. permit D. depend
5. His ………………..to the problem is that of an administrator.
A. design B. review C. approach D. detail
6. ………………..destroys almost as much wheat as rats.
A. Frost B. Wet C. Freeze D. Hot
7. Even when wheat or rice is ……………………well, rats find ways of
reaching it.
A. drawn B. stored C. heaped D. mended
8. Until about 1960 its growth was fairly…………………, but then it began to
grow by large jumps.
A. straight B. equal C. steady D. firm
9. His interest in the work ……………….. from his desire always to learn.
A. leads B. extends C. springs D. produces
10. They cannot……………………the food to feed any more mouths.
A. Apply B. shape C. arrange D. stretch
III. Gap Filling
When we moved to that small market town in the north of the country, we had (1)
…………………….…to live. Thus, our first priority was to look (2)……………………
some kind of dwelling. The ideal situation (3) …………………….have been a nice
three-bedroom house with a garden but it was not quite as simple and straightforward
(4)…………………….. that! Having booked into a small (5) ……………………for the
first night, we set out to find a reputable estate agency. Friends (6)……………………..
already recommended the name of one (7)………………………us, and so we decided
to try there first. We made our (8) …………………….to the address and the caretaker
showed us up to the first (9) ………………………. Nailed on the door in front of
(10) ……………………..was a shining brass name-plate. Someone had obviously
(11)……………………a long time polishing it !
We (12) ………………………..the bell and a young lady asked us (13)…………….
We explained what we (14) …………………… and she showed us numerous photographs
of properties on the (15)…………..... It (16) ……………………us some time to choose
with a (18)………………………..that was within our range, but we eventually made up
our (19)……………………… The following day we viewed the property and
(20)…………………… in love with it at once! However, we thought we (21)……………
later (22) ……………………… We examined the wooden roof structure, making sure
there was (23)…………………..dry rot in the beams, we checked the wiring and the
drainage system, and only when we were sure that the house was sound (24)………………
we finalise things and (5)………………………..the contract.
Advance many thanks sa mga sasagot ^_^
1. Which of the following does not show "active" listening?
a. Repeating and reflecting back your understanding to the customer
b. Asking your manager to speak with the customer
c. Making notes
d. Using words such as, "I see, go on, right"
2. What is the opposite of "reactive" customer service?
a. Inactive
b. Overactive
c. Non-active
d. Proactive
3. "You mentioned...how would you feel...?" is an example of what kind of question?
a. Leading
b. Assumptive
c. Clarification
d. Closed
4. The "lifetime value" of a client refers to what?
a. The total amount a company spends on keeping a customer happy
b. The money spent on a product or service by a customer each year
c. The company revenue spent on advertising
d. The monetary value per customer accrued to a company over a measured period
5. Which of the following words / phrase is not "positive" as perceived by most customers?
a. Certainly
b. You’re welcome
c. I’ll do my best
d. What I can do is...
6. Which of the following is most likely to help in calming an angry customer when face to face?
a. Crossing your arms
b. Rapid nodding of the head
c. Smiling
d. Slow, deliberate nodding of the head
7. When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:
a. Matching their perceived needs to potential solutions
b. Giving as many of the features of the product or service as possible
c. Finding out why they called us
d. Offering the best deal
8. The act of reflecting back to a face to face customer certain meaningful body language signals is known as:
a. Mirroring and Matching
b. Copying and Mimicking
d. Reflecting and Marking
e. Matching and Marking
9. Which of the following does not contribute to the "image" you project?
a. body language
b. Choice of words
c. Your specific job title
d. Tone of voice
10. The most effective salespeople use which ratio of questions to statements?
a. 2:1
b. 1:1
c. 4:1
d. 1:2
11. Which of the following statements most closely reflects your own view?
a. I need to change my personality to match that of the customer
b. I am never a ‘stressed-out’ customer, so why should I put up with difficult behaviour from customers?
c. The customer has a perfect right to be rude if necessary
d. In any given service or sales situation I can choose my own behaviour for the best possible outcome.
12. "Treat others as you’d like to be treated" is a good guiding principle behind offering outstanding service or sales through service.
a. True
b. False
English Exam
I. Structure
1. ……………………………………… about the Organisation?
A. Asked any questions B. Were any questions C. Any questions be
anyone asked asked
2. We walked………………the entrance of the library.
A. as far as B. until C. till to
3. What time………………………yesterday?
A. you arrived B. arrived you C. did you arrive
4. ………………….his carelessness our work was ruined.
A. Result of B. Since C. Because of
5. It is time …………………… to the meeting.
A. go B. for go C. to go
6. Mr. Smith …………………..there because of the interesting work.
A. is enjoying B. enjoys C. enjoys it
7. Do you understand……………………………..?
A. what he means B. what he is meaning C. what means he
8. My…………………….. is from 12.30 to 1.30.
A. hour lunch B. lunch hour C. lunch’s hour
9. “Which of your two colleagues is here? ” “…………………………….”
A. Neither of them is B. None of them is C. No-one is
10. He solved the problem…………………………two minutes.
A. at B. in C. with
II. Vocabulary (sample)
1. This report……………part of a study on the fishing industry.
A. shares B. owns C. intends D. forms
2. We…………….neither water nor food, but we do need medical supplies.
A. lack B. spill C. risk D. treat
3. It usually takes more than just a few weeks to really…………………down
in a new job.
A. arrange B. contain C. settle D. follow
4. We have so little money that we cannot even…………….to employ a typist.
A. afford B. provide C. permit D. depend
5. His ………………..to the problem is that of an administrator.
A. design B. review C. approach D. detail
6. ………………..destroys almost as much wheat as rats.
A. Frost B. Wet C. Freeze D. Hot
7. Even when wheat or rice is ……………………well, rats find ways of
reaching it.
A. drawn B. stored C. heaped D. mended
8. Until about 1960 its growth was fairly…………………, but then it began to
grow by large jumps.
A. straight B. equal C. steady D. firm
9. His interest in the work ……………….. from his desire always to learn.
A. leads B. extends C. springs D. produces
10. They cannot……………………the food to feed any more mouths.
A. Apply B. shape C. arrange D. stretch
III. Gap Filling
When we moved to that small market town in the north of the country, we had (1)
…………………….…to live. Thus, our first priority was to look (2)……………………
some kind of dwelling. The ideal situation (3) …………………….have been a nice
three-bedroom house with a garden but it was not quite as simple and straightforward
(4)…………………….. that! Having booked into a small (5) ……………………for the
first night, we set out to find a reputable estate agency. Friends (6)……………………..
already recommended the name of one (7)………………………us, and so we decided
to try there first. We made our (8) …………………….to the address and the caretaker
showed us up to the first (9) ………………………. Nailed on the door in front of
(10) ……………………..was a shining brass name-plate. Someone had obviously
(11)……………………a long time polishing it !
We (12) ………………………..the bell and a young lady asked us (13)…………….
We explained what we (14) …………………… and she showed us numerous photographs
of properties on the (15)…………..... It (16) ……………………us some time to choose
with a (18)………………………..that was within our range, but we eventually made up
our (19)……………………… The following day we viewed the property and
(20)…………………… in love with it at once! However, we thought we (21)……………
later (22) ……………………… We examined the wooden roof structure, making sure
there was (23)…………………..dry rot in the beams, we checked the wiring and the
drainage system, and only when we were sure that the house was sound (24)………………
we finalise things and (5)………………………..the contract.
Advance many thanks sa mga sasagot ^_^
