HIGHLINE COMMUNITY COLLEGE
Managing Customer Service
Winter - 2006

Name: __________________________ Date: _____________

1.|Personalizing service, using the customer's name, soliciting opinions, and giving special treatment all address what common customer need? |
A)|To be comfortable |
B)|To feel important |
C)|To feel understood |
D)|To feel appreciated |

2.|According to the text, all of the following are ways to save time while you serve, except: |
A)|Allocate enough time to handle customer issues |
B)|Observe other service providers to see how to handle tasks |
C)|Ask others to take some of your workload |
D)|Be prepared with information and materials |

3.|All of the following are potentially viewed as negative nonverbal signals except |
A)|Yawning |
B)|Brief eye contact (3-5 seconds) |
C)|Crossed arms |
D)|Leaning away from a speaker |

4.|Three criteria categories for assignment of tasks are: |
A)|Category 1, Category 2. and Category 3 |
B)|Must do, can do, and might do |
C)|Priority A, Priority B, and Priority C |
D)|Can do, will do, and should do |

5.|The three categories of factors responsible for service breakdowns are: |
A)|Organizational. human, and customer |
B)|Customer, technical, employee |
C)|Organizational, employee, technical |
D)|Organizational, employee, customer |

6.|Which is not a warning sign of violence? |
A)|History of violence |
B)|Unmarried |
C)|Romantic obsession |
D)|Depression |

7.|Which of the following is not a personal characteristic exhibited by many successful service providers? |
A)|Adaptiveness |
B)|Complacency |
C)|Decisiveness |
D)|Enthusiasm |

8.|All of the following are qualifications and competencies that customers expect service providers to have, except: |
A)|Broad general knowledge of products and services |
B)|Technical expertise related to