Modul Customer Service
Modul Customer Service
Modul Customer Service
Supervisory/Operational Management
Level
* Required
MODULE: CUSTOMER SERVICE
OPTIONAL MODULE
PART 1
Part 1 consists of 20 multiple-choice questions. You must attempt all the questions in this part. For each
question, there is only one correct answer. If you put more than one answer, you will get zero marks for the
question. Please thick the answer in the space provided.
[Q36785] Regarding customer service, the most useful information about the
performance of a department is: *
[Q36794] In logistics, customer expectations drive the provision of the service. When
analysing customer expectations *
[Q36795] Satisfied customers – those who stay with the business over the years –
tend to be more profitable than new customers because *
there is less investment in logistics and transport
satisfied customers will accept a reduced serviced or reduction in quality
satisfied customers don't complain
the business does not have to incur the marketing costs associated with finding new
customers
[Q36796] A business has many responsibilities to customers. Some of these include *
Value for money service, To deliver goods on time, To ensure services are available at the
time scheduled, To inform customers of deviation from schedules and make alternative
arrangements to ensure the service is maintained
Value for money service, To deliver goods on time, To ensure services are available at the time
scheduled, To inform customers of price increases
Value for money service, To deliver goods on time, To ensure services are available, To inform
customers of upcoming promotions
Value for money service, To deliver goods, To ensure services are available, To inform
customers of deviation from schedules and make alternative arrangements to ensure the service
is maintained
[Q36807] Types of Analytics Key Performance Indicators are used in four main
areas: *
Revenue improvement, Time reduction, Process cycle-time improvement, Increased customer
satisfaction
Revenue improvement, Price reduction, Process cycle-time improvement, Increased customer
satisfaction
Revenue improvement, Value improvement, Process cycle-time improvement, Increased
customer satisfaction
Revenue improvement, Cost reduction, Process cycle-time improvement, Increased
customer satisfaction
[Q36823] The essential CRM focus of any organisation should be on developing core
competencies, and an overall strategy of building customer relationships. In this way,
all efforts in the organisation can be aligned to: *
• customers and the culture of exceeding of customer expectation • the value of relationship-
building being valued • service being seen as a value-adding activity
• customers and the culture of exceeding of customer expectation • the value of
relationship-building being valued • establish and maintain customer rapport
• streamlining the offer to what the customer requires, not want the organisation can make • the
value of relationship-building being valued • service being seen as a value-adding activity
• customers and the culture of exceeding of customer expectation • the value of relationship-
building being valued • Responsiveness
[Q36824] The following characteristics are associated with delivery of excellent CRM *
• focused • responsiveness • accessibility • consideration • coherent
• reliability • responsiveness • accessibility • consideration • communication
• reliability • coherent • accessibility • consideration • focused
• reliability • responsiveness • relevant • on time • communication
[Q36827] Opening the lines of communications with customers gives direct constant
market reaction to *
prices, services and performance
products, services and quality
products, services and performance
prices, services and competitors
[Q36828] The relationship drivers why customers do business with you include *
quality • price • product • location • Lead-time
quality • price • product • location • Customer service
quality • Delivery specifications • product • location • Customer service
Quality • Price • Product • Quantity • Customer service
[Q36830] From the point of view of an overall sales process engineering effort,
customer service plays an important role in an organisation's ability to generate: *
income and revenue
new business
sales
a good customer service experience
[Q36839] Under the Consumer Rights Act consumers are entitled to *
a warranty
a refund
customer service
clear and honest information
[Q36840] If a customer complains, make sure that a relevant account manager knows.
If the complaint is, for example, about product quality, ensure the person responsible
for *
Sales is informed and that action is taken to avoid a recurrence
Marketing is informed and that action is taken to avoid a recurrence
Manufacture is informed and that action is taken to avoid a recurrence
Warehousing is informed and that action is taken to avoid a recurrence
PART 2
Part 2 consists of 4 short answer questions. You must answer all the questions.
These questions require answers of only a few words and you should write your answers in the space provided
on the paper below each question.