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CSFX Questions and Answers

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CSFX Questions and Answers

Question # 6

When you are using a phone to give a customer a serial number you should:

A.

Speak in your normal voice.

B.

Speak slower than normal.

C.

Be enthusiastic.

D.

Be unenthusiastic.

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Question # 7

Chronic Complainers are referred to in time management as:

A.

Customers who repeatedly complain about service.

B.

A customer who will complain immediately something goes wrong.

C.

Work colleagues who constantly complain.

D.

Groups of customers who complain about the same thing.

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Question # 8

A weekly planning schedule is an effective:

A.

Time management planning tool.

B.

Waste of time.

C.

Management system.

D.

Way of looking back at the week.

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Question # 9

When communicating with a customer using email you should:

A.

Make sure the email title lets the person know what it is about.

B.

Keep the email courteous, short and to the point.

C.

Read through the email before sending.

D.

All of the above.

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Question # 10

Organisations need to gather information from customers if:

A.

They are likely to return again.

B.

They are not likely to return again.

C.

They are regular customers.

D.

All of the above.

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Question # 11

Email communication is effective because it is:

A.

Suitable for global markets.

B.

Expensive.

C.

Not possible to trace.

D.

None of the above.

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Question # 12

When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:

A.

Time.

B.

Time bound.

C.

Trustworthy.

D.

Tested.

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Question # 13

Multitasking is:

A.

Doing things in sequence.

B.

Doing more than one task at a time.

C.

Only for people in busy jobs.

D.

Doing one task and then doing another.

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Question # 14

When communicating with a customer by writing a letter you should:

A.

Sign the letter yourself.

B.

Keep the letter courteous, short and to the point and spell check it.

C.

Read through the letter before sending.

D.

All of the above.

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Question # 15

For organisations to improve their customer service they need to:

A.

Gather information when they first meet a customer.

B.

Gather information when a customer may not return.

C.

Gather information from regular customers.

D.

All of the above.

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Question # 16

Organisations need to gather information from customers if:

A.

They are likely to return again.

B.

They are not likely to return again.

C.

They are regular customers.

D.

All of the above.

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Question # 17

If it is not possible to establish personal communication with a customer face-to-face then the next best method is:

A.

Email.

B.

Letter.

C.

Phone.

D.

Leaflet.

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Question # 18

The car maker Henry Ford who said that 'customers could have any colour car they wanted as long as it was black' was operating in a:

A.

Undifferentiated market.

B.

Differentiated market.

C.

Segmented market.

D.

None of the above.

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Question # 19

In business you must ensure that when you have internal customers you treat them:

A.

The same as external customers.

B.

Better than external customers.

C.

Worse than external customers.

D.

As soon as you have dealt with external ones.

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Question # 20

It is important for organisations to know that customer expectations:

A.

Can sometimes not be met.

B.

Can rarely be met.

C.

Must be met.

D.

Are always realistic.

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Question # 21

In order to improve the overall customer experience it is important to get:

A.

Customer feedback.

B.

Sales figures.

C.

Sales projections.

D.

None of the above.

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Question # 22

A key customer exchange is when:

A.

Customers enter a shop.

B.

There are a number of important events in customer interactions.

C.

Customers leave a shop.

D.

Customers talk to each other.

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Question # 23

Attitudes and assumptions that we make about people are:

A.

A good first impression of customers.

B.

A common barrier to communication.

C.

Useful when selling to customers.

D.

Likely to help with product placement.

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Question # 24

An organisation that has distinguished itself in the automobile market by offering free insurance and petrol for a year would claim to have a:

A.

BPS.

B.

USP.

C.

SPU.

D.

CSP.

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