Customer Service Skills
Final Exam
Course Introduction
This course provides an in-depth exploration of the fundamental concepts and practical techniques essential for delivering exceptional customer service in various industries. Students will learn about key customer service principles, effective communication strategies, problem-solving methods, and conflict resolution skills. The course emphasizes the importance of professionalism, empathy, and adaptability when interacting with diverse customer populations. Through real-world scenarios and interactive activities, students will develop the necessary interpersonal skills to handle inquiries, resolve complaints, and contribute to positive customer experiences, equipping them for success in customer-facing roles.
Recommended Textbook
Professionalism Skills for Workplace Success 3rd Edition by Lydia E. Anderson
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16 Chapters
1680 Verified Questions
1680 Flashcards
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Chapter 1: Your Attitude and Personality
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134 Verified Questions
134 Flashcards
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Sample Questions
Q1) ________ are ideas that are important to you as an individual.
Answer: Values
Q2) A ________ is giving up something to do something else.
Answer: Trade-off
Q3) Choosing the right career is important because:
A) The wrong career won't reflect your personal interests
B) The wrong career won't assist you in achieving your life goals
C) People who are unhappy with their jobs are most likely to be unhappy with their lives
D) All of the above
Answer: D
Q4) Identifying areas for improvement is one of the most difficult things for an individual to do.
A)True
B)False
Answer: True
Q5) ________ is the interactions that occur with and through people.
Answer: Human relations
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Chapter 2: Goal Setting and Life Management
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95 Verified Questions
95 Flashcards
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Sample Questions
Q1) An example of an expense is rent.
A)True
B)False
Answer: True
Q2) When creating your budget, use:
A) Money left after taxes and deductions
B) Money you saved from working
C) Money you get from your parents
D) All of the above
E) None of the above
Answer: D
Q3) ________ is the amount of money that is yours after paying off debt.
A) Liability
B) Assets
C) Expenses
D) All of the above
E) None of the above
Answer: E
Q4) ________ are expenses that do not change from month to month.
Answer: Fixed expenses
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Chapter 3: Personal Financial Management
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82 Verified Questions
82 Flashcards
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Sample Questions
Q1) Don't keep extra supplies of items you routinely use in your desk drawers; this causes clutter. It is better to get them from the storage room as you need them.
A)True
B)False
Answer: False
Q2) If you seem to not have enough time to get work done in a typical work day, you need:
A) To work overtime
B) Time management
C) A new job
D) All of the above
E) None of the above
Answer: B
Q3) If you cannot surround yourself with positive people at work, quit your job.
A)True
B)False
Answer: False
Q4) ________ can cause headaches, ulcers, heart disease, or mental disturbances. Answer: Negative stress
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Chapter 4: Time and Stress Managementorganizational Skills
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) Your maturity is reflected in the way you behave at work.
A)True
B)False
Q2) When you are introducing two people who don't know each other:
A) First introduce a man to a woman
B) Let them tell each other their names
C) First introduce the most-important person to the least-important person
D) None of the above
Q3) Respect is defined as holding someone in high regard.
A)True
B)False
Q4) Basic rules for the appropriate use of mobile communication devices during business include:
A) Leaving the devices in your pocket during a meeting to lower the volume of the alert tone
B) Turning off your communication device when you are attending a meeting
C) Answering your device quickly and quietly if it alerts during a meeting and letting the caller know you cannot talk
D) All of the above
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Q5) Describe several activities that exhibit good etiquette during a business lunch.
Chapter 5: Ethics, Politics, and Diversity
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170 Verified Questions
170 Flashcards
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Sample Questions
Q1) ________ means to obtain and use power.
Q2) The bases of power include:
A) Connection
B) Management
C) Authority
D) All of the above
E) None of the above
Q3) ________ is making a generalized image of a particular group or situation.
Q4) Differences among coworkers in the workplace is called:
A) Workplace culture
B) Workplace diversity
C) Workplace communication
D) All of the above
E) None of the above
Q5) Issues such as policies and procedures at work should be kept confidential.
A)True
B)False
Q6) Telling a cultural joke at work can be considered discrimination.
A)True
B)False
Page 7
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Chapter 6: Etiquettedress
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93 Verified Questions
93 Flashcards
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Sample Questions
Q1) An abusive boss is someone who is constantly belittling or intimidating employees.
A)True
B)False
Q2) It is acceptable to sell and frequently ask coworkers to purchase fundraising items at work.
A)True
B)False
Q3) ________ is the attitude employees have toward a company.
Q4) If you date coworkers, customers, or vendors, you may:
A) Behave in a manner that does not represent your company favorably
B) Speak poorly of your boss, other employees, or your company
C) Share confidential information
D) All of the above
Q5) Consuming alcohol at work-related functions is:
A) Illegal
B) Acceptable if you limit yourself to two drinks
C) Not recommended
D) Both A and C
Q6) A(n) ________ is one who is respectful and fair.
Page 8
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Chapter 7: Customer Servicequality
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111 Verified Questions
111 Flashcards
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Sample Questions
Q1) A mission statement is:
A) A statement of the company's purpose
B) Legally required
C) Also called a divisional statement
D) A company's viable view of the future
Q2) A company's success and profitability depends on how you treat your customers.
A)True
B)False
Q3) A customer is:
A) Anyone
B) Anyone who buys a product
C) Both A and B
D) None of the above
Q4) Innovation is:
A) The reinvention of an old product
B) The introduction of a new product
C) The reintroduction of a new product
D) All of the above
Q5) ________ means to perform a function that adds value to the company.
Q6) Illustrate and label the three levels of management.
Page 9
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Chapter 8: Human Resource Management
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94 Verified Questions
94 Flashcards
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Sample Questions
Q1) The employee dress code is:
A) Often necessary for safety issues
B) A legally required policy
C) Both A and B
D) None of the above
Q2) A ________ identifies how an employee's performance is measured.
A) Performance appraisal
B) Performance evaluation
C) Job description
D) Job specification
Q3) Indirect benefits include:
A) Monetary benefits
B) Non-monetary benefits
C) Mandatory benefits
D) Cafeteria benefits
Q4) A(n) ________ outlines an employee's job duties and responsibilities.
Q5) Temporary employees are hired only for a specified period of time.
A)True
B)False
Q6) A(n) ________ works 40 or more hours per week.
Page 10
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Chapter 9: Communication
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106 Verified Questions
106 Flashcards
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Sample Questions
Q1) The goal of communication is to create a mutual understanding between the transmitter and the encoder.
A)True
B)False
Q2) A business letter includes all of the following EXCEPT:
A) A salutation or subject line
B) The sender's first and last name
C) Right alignment for date only
D) The receiver's name and business title
Q3) Examples of feedback include:
A) Written, verbal, or nonverbal communication
B) Noise, encoding, and decoding
C) Both A and B
D) None of the above
Q4) Formal ________ communication comes in the form of policies, procedures, directives, and through the organization chart.
A) Reverse
B) Horizontal
C) Vertical
D) Organizational
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Chapter 10: Accountability and Workplace Relationships
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94 Verified Questions
94 Flashcards
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Sample Questions
Q1) You do not need to dress professionally for a video conference meeting.
A)True
B)False
Q2) You electronic communication devices may be used in a business activity only if it is relevant to that activity.
A)True
B)False
Q3) Only important e-mail messages should be tagged with an exclamation point (!).
A)True
B)False
Q4) Some rules for the use of a speaker phone include:
A) Ask individuals included for permission to use the speaker phone
B) Let those on included in the call know there are others in the room
C) If others are in the room, make introductions
D) All of the above
Q5) Which of the following is not an appropriate e-mail subject line?
A) Hello
B) Important
C) Urgent
D) All of the above
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Chapter 11: Teamwork, Motivation, and Leadership
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123 Verified Questions
123 Flashcards
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Sample Questions
Q1) ________ is a way of identifying alternatives to a problem while withholding judgment.
A) Brain-teaming
B) Brainstorming
C) Symantics
D) Synetics
Q2) The two major types of teams are formal and informal.
A)True
B)False
Q3) Conflict is a natural part of team development.
A)True
B)False
Q4) When dealing with a poor team member:
A) Remain calm and logical in identifying a resolution
B) Confidentially speak with the team member to discuss the conflict
C) Not allow the negative member to negatively affect the team
D) All of the above
Q5) Effective teamwork is based on trust.
A)True
B)False
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Chapter 12: Conflict and Negotiation
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112 Verified Questions
112 Flashcards
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Sample Questions
Q1) Good communication skills are essential in the negotiation process.
A)True
B)False
Q2) The accommodating management style is used when you want the offender to have his or her way without knowing there was ever a conflict.
A)True
B)False
Q3) A(n) ________ is a coworker who is familiar with the union contract and is available to assist fellow employees in resolving a work-related conflict.
Q4) Sexual harassment is an unwanted advance of a sexual nature.
A)True
B)False
Q5) If you are a victim of workplace harassment:
A) Immediately contact your supervisor or human resources department
B) Talk directly to the individual whose behavior is offensive and tell him or her to stop if the harassment is relatively minor
C) Document all conversations and incidents
D) All of the above
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Chapter 13: Job Search Skills
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79 Verified Questions
79 Flashcards
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Sample Questions
Q1) Employers may contact ________ to verify your work experience and personal character.
Q2) Include your reference list, résumé, and cover letter in your job search portfolio.
A)True
B)False
Q3) Explain the importance of maintaining a job-search portfolio.
Q4) Most jobs are posted in a newspaper or professional magazine.
A)True
B)False
Q5) Job leads are limited to newspaper advertisements.
A)True
B)False
Q6) A job-search portfolio consists of:
A) Two copies of each item included in the binder
B) A binder
C) Sheet protectors
D) All of the above
Q7) A(n) ________ is a written testimony from another person that states that you are credible.
Page 15
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Chapter 14: Resume Package
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74 Verified Questions
74 Flashcards
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Sample Questions
Q1) Common functional résumé errors include all the following EXCEPT:
A) Using "I," "me," or "my"
B) Poor spelling and punctuation
C) Using colors and various fonts
D) Keeping your résumé to one page
Q2) A chronological résumé should:
A) List employment history after skills and education
B) List employment history before skills and education
C) Not include employment history
D) Not include skills and education
Q3) Résumés should include:
A) Job-specific skills
B) A career objective
C) Transferable skills
D) All of the above
Q4) A résumé:
A) Should only be given to individuals in your network
B) Is not necessary for a successful job search
C) Should be continually updated
D) Should be updated every four years
Page 16
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Chapter 15: Interview Techniques
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) A structured interview question is a probing open-ended question.
A)True
B)False
Q2) Explain Title VII of the Civil Rights Act and its application to a job interview.
Q3) When asked about a desired salary:
A) State that you do not care
B) Tell the interviewer that you will get back to him or her within 24 hours with a target salary
C) Ask for the amount at the top of the posted salary range
D) Conduct research prior to the interview and state a target salary
Q4) All of the above
A) Consider benefits offered and weigh these factors
B) Use silence and wait for the interviewer to respond
C) Both A and B
D) None of the above
Q5) At the close of an interview, ask for the job.
A)True
B)False
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Chapter 16: Career and Life Changes
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103 Verified Questions
103 Flashcards
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Sample Questions
Q1) On your last day of employment with your company, you should receive your final paycheck.
A)True
B)False
Q2) It is acceptable to approach your supervisor and human resources department and inform them of your job search when:
A) You are thinking of changing jobs
B) You are completing an educational goal
C) A coworker learns of your desire to change jobs
D) You have an upcoming interview
Q3) If others find out about your job search, it is appropriate to tell them it's none of their business.
A)True
B)False
Q4) After you have received your promotion:
A) Share opinions about how your boss can become a better boss
B) Say nice things about your boss even if they are not true
C) Verbally or in writing, thank your boss
D) All of the above
Q5) ________ enhances or increases existing skills.
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