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Sherrod ware

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Identify the option that is unlike the others. 07:21 Options Nose enest Ear Up
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In which order would the following events most likely occur? 1. Consultation 2. Illness 3. Doctor 4. Treatment 5. Recovery 08: 46 ) Options 2-3-1→4-5 2- 3-4-1-5 4-3-1-2-5 1-3 -2-4-5
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Which option is most similar in relation to the following word pair? Chalk: Blackboard 09: 18 Options Type: Point Table: Chair Door: Handle Ink: Paper
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The time needed for cutting and molding a workpiece is 8 minutes and 13 minutes respectively. A welder must produce 5 such pieces. If he begins working at 1 PM, what time will he complete the 1:45 PM work? 2:30 PM 2:45 P...
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Your company failed to send an overnight delivery that was promised to a customer. When the customer calls to complain, you should take all of the following steps EXCEPT: Blame the overnight delivery service for the erro...
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A customer calls to say that he can't install your company's product. Questioning him, you find he misread the instructions. It is BEST to: Tell the customer how to install the product correctly and ask him to call back...
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Which of the following is the LEAST effective way to provide exceptional service to a customer while you troubleshoot their issue? Provide the customer with an accurate estimate of the time it will take to solve their is...
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A customer angrily complains that the billing department has not returned her call about an error she discovered in a bill. Before offering to help the customer contact the billing department it is BEST to say: "The bill...
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Which of the following are examples of open ended questions you can ask a customer? (Check all that apply) "Have you received your order yet?" "Could you please tell me more about that?" "What steps have you taken so far...
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A customer who failed to fill out a refund application correctly is angry and wants to know why she did not receive her refund. It is BEST to say: "You made a mistake filling out the refund form." "You did not fill out t...
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Which of the following is the BEST way to tell a customer that the product they want will NOT be available until next month? "Unfortunately, that product isn't available until next month. However, I can take your order r...
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Which of the following behaviors is NOT a sign of active listening? • Taking notes regarding the caller's problem Reflecting your understanding of the problem or question back to the customer Using phrases such as "I see...
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What is the BEST way to proceed with a customer if you know that there will be a delay in delivering a product or service? Apologize to any customer who calls to complain about the delay, and provide an updated estimate...
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When building rapport with a customer over the phone, which of the following is the MOST important aspect of your phone communication? • Your body language Your tone of voice The words you use How fast or slow you speak
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When dealing with a customer who is complaining about a mistake your company has made, it is BEST to: Apologize for your company's mistake, even if you were not the one who made the mistake. Transfer blame for the error...
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After successfully solving a problem for a customer, you should take all of the following steps, if possible, EXCEPT: Notify the customer that the problem has been resolved and what, if anything, should be done next. Tha...
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Which of the following is NOT a good way to show that you are listening carefully to a customer's problems? Say "uh-huh" or "I see" from time to time. Ask questions when you need more information or do not understand the...
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When ending a service call, you should do all of the following EXCEPT: Say something positive, such as "Thank you for your time" or "I have enjoyed talking to you." Let the customer hang up first to be sure they have com...
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A customer calls in and asks you to help troubleshoot his mobile phone, but he is using the phone that needs troubleshooting. Which of the following is the BEST thing to say to him? "I'd be happy to help you now, but I'l...
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Which of the following would help you build the BEST connection with a customer who is frustrated because she hasn't. received the package she ordered 2 weeks ago? "I understand that you are frustrated. I will do my best...
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What is the BEST way to tell a caller that a product that was scheduled to ship on March 15 will not be available until April 1? "The product will not be available until April 1." "The product will no longer ship on Marc...
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