Customer Service Industry Leading Experience
Customer Service Expertise Quiz
Assess your knowledge and gain insights into the customer service industry with our comprehensive quiz. Dive into key concepts and strategies that separate top-tier service providers from the rest.
- Test your understanding of core values
- Learn about effective communication techniques
- Explore customer personality types and effective engagement strategies
What separates FACS from the competition
A. Our difference & core values
B. We are the lowest cost provider
C. We have a better understanding of the environment
D. Our 30 years in business
E. We have the most certified experts
Which is not one of the 4C's to exceeding customer expectations
A. Communication
B. Connection
C. Collaboration
D. Coordination
E. Convince
The best way to improve your communication techniques are
A. Listening to understand the client’s WIFM
B. Delivering proposals and reports instead of emailing
C. Speaking the client’s language
D. Following up to ensure satisfaction
E. All of the above
All people have multiple personalities
True
False
Our reward for achieving the 4 C's with a client
A. We are a partner rather than a vendor
B. Satisfied client with additional work
C. Reduces or eliminates competition
D. Our value is greater than our price
E. All of the Above
Dominant People
A. Strong social need
B. Are non emotional
C. Their real question – Are you good enough for me?
D. Tough sell for a confident person
In order to be most effective in connecting with a detached personality, you need to focus on
A. Appealing to their emotional side
B. Asking open ended questions
C. Trying to build a personal relationship
D. Facts and figures
E. Doing most of the talking
Dependent people will typically be most agreeable
True
False
Why is proposal delivery more effective than email
A. Opportunity for instant feedback
B. Confirms client’s WIFM both corporate and personal
C. Enables you to better define buying criteria
D. Increases influence and trust
E. All of the Above
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