Practice Test
Chapter 12:
Customer Service
Practice Test
1.
Empowerment means letting management make decisions.
a.
TRUE
b.
FALSE
2.
Customer service isn't necessary for Internet sales.
a.
TRUE
b.
FALSE
3.
New employees provide the same customer service as do long-term employees.
a.
TRUE
b.
FALSE
4.
Customer service perceptions have to do with how customers feel they should be treated.
a.
TRUE
b.
FALSE
5.
Customer complaints can provide information about the quality of customer service.
a.
TRUE
b.
FALSE
6.
A customer service feedback form is used for what kind of information?
a.
complaints
b.
praise
c.
suggestions
d.
all of the above
7.
An employer's ability to keep workers employed is known as:
a.
employee workability
b.
employee retention
c.
employee turnover
d.
employment turnout
8.
When staff changes frequently, this is known as:
a.
employee retention
b.
high employee turnover
c.
low employee turnover
d.
employee frequency
9.
This kind of customer service is often practiced by catalog companies:
a.
face-to-face customer service
b.
customer survey
c.
telephone customer service
d.
customer contact service
10.
This is a series of employee benefits or incentives:
a.
compensation package
b.
employee empowerment
c.
retention
d.
employee recognition
•
Chapter 1
•
Chapter 2
•
Chapter 3
•
Chapter 4
•
Chapter 5
•
Chapter 6
•
Chapter 7
•
Chapter 8
•
Chapter 9
•
Chapter 10
•
Chapter 11
•
Chapter 12
•
Chapter 13
•
Chapter 14
•
Chapter 15
•
Chapter 16
•
Preparation
•
Retail Glossary
•
Retail Web Links
•
DECA Practice Test
