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IBT Communication in the Workplace TEST

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1.
1 point
Customer Service is only a company's ability to supply a customer's need.
2.
1 point
Shorthand is not appropriate in work related emails.
3.
1 point
Good customer service is a company's ability to meet a customer's expectations.
4.
1 point
A company's ability to supply wants and needs to customers.
5.
1 point
To determine what problems exist and how to correct them.
6.
1 point
When dealing with a "rip-off" customer forgo company policy and give him whatever he wants.
7.
1 point
A customer with an unresolved complaint will tell 9 to 10 other people.
8.
1 point
Work related email should be treated just as any other business correspondence.
9.
1 point
Person in the company that most often interacts with the customer before and after a transaction.
10.
1 point
If you want to get a message across to a customer or another employee you should use the correct tone of voice.
11.
1 point
A person who has control or direction of a company or business.
12.
1 point
A customer who wants to get something they are not entitled to receive.
13.
1 point
Visualization is an important component of following directions.
14.
1 point
When a manager trains employees how to properly handle given situations.
15.
1 point
Communication from a customer that alleges deficiencies after a purchase has been made.
16.
1 point
It is not appropriate to send work related emails with lots of exclamation marks.
17.
1 point
During meetings you should text message instead of taking phone calls.
18.
1 point
A common customer complaint is associated with employees being rude.
19.
1 point
Verbal communication is the only form of communication needed in the workplace.
20.
1 point
An active listener does not need to make eye contact.
21.
1 point
A customer who will generally not complain, most dangerous because they will complain to others.
22.
1 point
The clients of a company or a business.
23.
1 point
A customer who readily complains, often loudly and at length.
24.
1 point
Never get aggressive with and "aggressive" customer.
25.
1 point
A customer who expects the absolute best and is willing to pay for it.
26.
1 point
When dealing with customers it is appropriate to model the emotion of the customer.
27.
1 point
A customer who is never satisfied and feels that there is always something wrong.
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