CSFX Leak Questions

Customer Service Questions and Answers

Question 9

Market segmentation means that:

Organisations can deal more quickly with customers.

The market the organisation is selling to has become saturated.

Customers are sub divided into smaller groups to distinguish purchaser behaviour.

There is only a small market that is available to consumers.

Question 10

Good time management recommends that if you are busy and someone rings you then you should:

Ignore the phone call and let it ring.

Answer the phone and ask them to ring you later at a more convenient time.

Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.

Answer the call and deal with it as you know you will eventually have to deal with it.

Question 11

Positioning a product in the market place should be done by firstly:

Targeting.

Segmenting.

Positioning.

Marketing.

Question 12

Measuring how your organisation is performing with customer service in relation to your competitors is known as:

Comparing.

Standardising.

Benchmarking.

Contrasting services.