Question 1

Employees need to understand what the vision and goals for customer service are and what their responsibility is to achieve them.

Accepted Answer

A) True 
 B)False

Question 2

Both up selling and cross selling methods encourage customers to spend a little more, and that results in boosting overall sales.

Accepted Answer

A) True 
 B)False

Question 3

Forward-thinking companies conduct a SWOT analysis after they write the strategic plan document.

Accepted Answer

A) True 
 B)False

Question 4

A data warehouse provides a common location for all crucial business data regardless of the data's source.

Accepted Answer

A) True 
 B)False

Question 5

Goals are specific steps to be taken to implement the strategies and identify who is responsible for their completion.

Accepted Answer

A) True 
 B)False

Exam 4: Customer Service Strategy

Employees need to understand what the vision and goals for customer service are and what their responsibility is to achieve them.