Question

Bank

Customer Relation Executive Level-IV

1. for nearly every business, the most profitable customers tend to be

(a) Corporate customers
(b) Existing customers
(c) New customers
(d) Local customers
2 Employees who have the most direct contact with customers are often referred to as
(a) Front line staff
(b) Customer service reps
(c) Operatives
(d) Back room staff
3. the most important factor in determining customer satisfaction is usually
(a) Friendliness of staff
(b) Speed in handling complaints
(c) Quality of product or service
(d) Availability of stock
4. Many trade associations and professional bodies set standards for customer service
through
(a) Codes of practice
(b) Focus group research
(c) Peer reviews
(d) After sales service reviews
5. It is important that all staff that carries out physical activities in their day-to-day job
role have:
(a) Appropriate life cover
(b)Appropriate training
(c) At least three other people supervising their work
(d)At least two days off after carrying out physical activities
6. Which of these best describes "the likelihood of an incident occurring"?
(a) Risk
(b) Hazard
(c) An event
(d)An episode
7. Which of these is the first step to take when conducting a risk assessment?
(a) Evaluate the risk
(b)Identify the hazards
(c) Review your findings
(d)Update risk assessments

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Customer Relation Executive Level-IV

8. Which of these is most likely to cause an accident in a workplace?

(a)Administration
(b) Manual handling
(c) Adequate lighting
(d)Excessive noise
9. Trailing electrical cables which trail through the middle of a busy walkway:
(a)Are very unlikely to cause any injury
(b)Are likely to injure someone if they trip over it
(c)Can be defined as high level health and safety hazards
(d)Can be defined as high level fire hazards
10. Why should near misses be reported?
(a) To educate employees
(b)To test the first aider
(c)To ensure complete recovery
(d)To stop a more serious event occurring
11. Which of these is the first step to take when conducting a risk assessment?
(a)Evaluate the risk
(b)Identify the hazards
(c)Review your findings
(d)Update risk assessments
12. Which of these is most likely to cause an accident in a workplace?
(a) Administration
(b)Manual handling
(c)Adequate lighting
(d)Excessive noise
13. Hazardous communication training must include:
a. Where the Hazard Communication Program manual is located
b. Health hazards associated with all chemicals used in the workplace
c. How to detect the release or presence of hazardous chemical & proper chemical handling
procedures
d. All of the above
14. to help you perform your job safely, you must be trained in for specific hazards in your
work area like:
(a)Health
(b)Safety
(c)Emergency Procedures

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(d)Chemical Compounds
(e) All of the above
15. Identify the indication of the sign
(A). No Entry
(B). No walking in the workplace
(c). No strolling at this workplace
(d). No posing allowed
16. Explain how you could have dealt with the situation safely
(A). Reported the hazard to her supervisor
(B). Speak to your Health and safety Representative in her area
(c). speak up with the teammates about the issue.
(d). All of the above
(E). None of the above
17. What do you do if nothing changes and you still feel unsafe?
(A). Tell a safety rep
(b). politely refuse to do the work
(c). Tell your teacher or a relative
(d). All of the above
18. The risk of manual task injuries is increased by:
(A). the length of time spent handling the load
(B). twisting sideways, bending and stretching
(c). using trolleys and hoists
(d). wearing a back brace
19. Isolating and locking out machinery means:
(A). switching off the machine while it's not in use
(b). locating the machinery away from busy work areas
(c). fitting a padlock or a locking device so the machine cannot be accidently turned on
(d). switching the machine off during maintenance, cleaning and repair
20. Employers have a duty of care to provide personal protective equipment:
(A). to control all workplace hazards
(b). when hazards in the workplace cannot be eliminated or to increase protection
(c). in hot weather to increase protection
(d). in preference to eliminating the hazards

Customer Relation Executive Level-IV

21. under Work Health and safety regulations, it is compulsory for employers in all
workplaces to:
(A). identify the smoking habits of workers
(b). identify, assess and control all health problems of workers
(c). identify hazards and assess and control risks
(d). all of the above
22. Employers should give instructions to workers on how to deal with emergencies and
tell them where to find:
(A). emergency services such as the ambulance
(b). first aid items, emergency exits and fire extinguishers
(c). personal protective overalls
(d). all of the above
23. If you feel unsafe at work, what do you do first?
(A). Go home
(b). Work out what is worrying you
(c). Take a break
(d). Resign
24. Which of these is not a key feature of a team?
a) Mutual independence
b) Mutual purpose
c) Shared responsibility
d) Working in the same department that is called a team
25. Which of the following is a particular benefit of teamwork to the organization as a
whole, rather than the individual?
a) Transfer of skills and technical expertise
b) Learning skills from others
c) Job enrichment
d) Increased motivation
26. What is it to be de-individualized?
a) Dehumanization that occurs by being part of a team
b) A person who is not allowed a personality
c) Transformed thinking and the feeling to feel psychologically intertwined with the
group
d) Made to do the same as everyone else
27. Why can teamwork increase management control?
a) a) Team members monitor and control each other's actions.
b) People within the team compete with each other for management's favor.
c) People can share more information and knowledge so individual skill diminishes.

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Customer Relation Executive Level-IV

a) Creating high performance teams increases managements control.

28. What is groupthink?
a) Negotiation a solution as part of the group
b) Learning to compromise to fit within the group
c) A meeting where everyone shares their ideas
d) Social pressure put on individuals to think in a particular way
29. Effective teams can:
a) Be bought
b) Not be faked
c) Be created through trust and safety
d) Exist without having a common goal
30. A team can only be a team when:
a) People know each other and willingly form a group
b) The principle of consultative decision-making is applied
c) They have a leader
d) Team members are interdependent
31. Conditions for effective teaming include:
a) Adequate sharing amongst team members
b) A common purpose
c) Passion in the team
d) Commitment to the team
32. The key aspects of any team dynamic are:
a) Personalities of team members
b) Power games
c) Leadership
d) The climate in the team
33. in the first phase of group development, the forming phase the key tasks to complete
include:
a) Defining who is in charge
b) Get to know the skills and resources in the team
c) Confronting the hard issues
d) Asking for feedback
34. Experiential team-building focuses on:
a) Personal awareness and insights
b) Team behaviours and team leadership
c) Personal storytelling
d) Key performance areas

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Customer Relation Executive Level-IV

35. Key building blocks for any team building should include:
a)
b)
c)
d)

Social get-togethers
Playing as a team
Defining a mission and vision
Giving people the opportunity to relax together

36. Effective teams:

a) Play the politics better than other teams
b) Have more power
c) Never need to ask for help
d) Do not tolerate failure
37. Innovation in teams is largely dependent on:
a) The IQs of team members
b) Personality types in the team
c) The team culture
d) Having clear rules
38. When teams focus only on their own priorities and what is convenient for them, they
fell into the trap of:
a) Our world is the only world
b) Poor communication
c) A lack of new stimuli
d) Reality distortion
39. To motivate a team you need to:
a) Know the theories of motivation
b) Show unconditional trust
c) Challenge the team
d) Be known to staff
40. The biggest factors impacting on how teams react to change include:
a) Perceptions of loss
b) Fear of the unknown
c) Lack of emotional resilience
d) Rumours
41. Reasons why leaders often neglect reward and recognition in teams are:
a) There is no time
b) They feel embarrassed to do it
c) They cannot afford it
d) They dont believe in recognition

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Customer Relation Executive Level-IV

42. Diversity in teams is caused by:

a) Religion
b) The culture in the team
c) Gender ratios
d) Educational backgrounds
43. Which of the following is not an element of physical evidence?
a) Employee dress
b) Employee Training
c) Equipment
d) Facility design
44. Which of the following is not an element of People?
a) Motivation
b) Teamwork
c) Flow of activities
d) Customer training
45__________is the difference between customer expectations and perceptions.
a) Customer Delight
b) Customer Satisfaction
c) Customer Gap
d) The supplier Gap
46... Which of the following is difficult to evaluate?
a) Jeweler
b) Auto repair
c) Furniture
d) Clothing
47.________is defined as the caring, individualized attention that the firm provides its
customers.
a) Empathy
b) Responsiveness
c) Sympathy
d) Assurance
48________is a tool for simultaneously depicting the service process, the points of
customer contact, and the evidence of service from the customers point of view.
a) Front end planning
b) Service Blueprinting
c) Service Standardization
d) None of these

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Customer Relation Executive Level-IV

49.________is the physical surroundings or the physical facility where the service is
produced, delivered and consumed.
a) Service space
b) Services cape
c) Service place
d) Service scope
50.______are the only service distributors which do not require direct human interactions.
a) Electronic Channels
b) Direct Service Channels
c) Speculative channels
D).All of the above
51. What information is the most vital for employees to know about hazardous
substances in the workplace?
a) Related health hazards and safety precautions
b) Names of the substances and their elemental makeup
c) Where substances are store and who gets to use them
d) Names of the manufacturer and distributor
52. Creating ____________ is at the very heart of modern marketing thinking & practice.
a) profit maximization
b) increased stock value
c) award winning products
d) customer value and satisfaction
53. The twofold goal of marketing is to attract new customers by promising superior value
&:
a) Win advertising and industry awards for excellence.
b) To keep and grow current customers by delivering satisfaction.
c) Enhance shareholder value.
d) Pay as few taxes as possible.
54. With respect to customer satisfaction, smart companies aim to:
a) Give the customer anything and everything they want.
b) Make customers addicted to their products and services.
c) Delight customers by promising only what they can deliver, and then
delivering more than they promise.
d) Always save the customers money, time, and other resources.
55. the most basic concept underlying marketing is that of:
a) Products and services.
b) Human needs.
c) Barter.
d) Transactions.

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Customer Relation Executive Level-IV

56. When backed by buying power, wants become:

a) Needs.
b) Relationships.
c) Object relationships.
d) Demands.
57. in outstanding companies, people at all levels, including top management,
a) Work more than eight hours a day.
b) Are constantly inventing new products.
c) Are addicted to time management.
d) Stay close to customers.
58. A _______________ is any activity or benefit offered for sale that is essentially
intangible and does not result in the ownership of anything.
a) demand
b) basic staple
c) product
d) service
59. _________________ depend(s) on a products perceived performance in delivering
Value relative to a buyers expectations.
a) Customer satisfaction
b) Customer quality
c) Customer value
d) Customer needs
60. Which of the following is NOT an alternative if a consumer decides to retain a
product's package?
a) store it
b) use it for original purpose
c) recycle it
d) use it for a new purpose
e) all of the above are alternatives in this situation
61.Which of the following is NOT a possible outcome once a consumer is satisfied?
a) committed customer
b) discontinued use
c) repeat purchases
d) increased use
all of the above are possible outcomes

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62. Identify the indication of the sign

A) No Smoking
b) No cigarettes kept at the workplace
c) No lighting flares
d) All of the above
63. Which of the following is an alternative once a consumer has decided to get rid of a
product?
a) sell it
b) give it away
c) loan it to someone
d) throw it away
e) all of the above
64. Which type of sale occurs when one consumer sells a product directly to another with
or without the assistance of a commercial intermediary?
a) direct-to-consumer sale
b) consumer-to-consumer sale
c) personal sale
d) private sale
e) direct marketing
65. An outlet or brand whose performance confirms a low-performance expectation
generally will result in _____.
a) satisfaction
b) dissatisfaction
c) no satisfaction
d) elation
e) anger
66.A brand whose perceived performance falls below expectations generally produces
_____.
a) satisfaction
b) dissatisfaction
c) no satisfaction
d) elation
e) fear
67. When perceptions of product performance match expectations that are at or
above the minimum performance level, _____ generally results.
a) satisfaction
b) dissatisfaction
c) no satisfaction
d) elation
e) surprise

Customer Relation Executive Level-IV

68. Which of the following means that the consumer is enthusiastic about a particular
brand and is somewhat immune to actions by competitors?
a) satisfaction
b) commitment
c) market maven
d) brand leverage
e) brand fanatic
69. Which of the following factors are the MOST likely reason consumers change
providers of a service?
a) core service failure
b) service encounter failure
c) pricing
d) attraction by competitors
e) ethical problems
70. Service employees that are uncaring, impolite, unresponsive, or unknowledgeable will
cause consumers to switch providers for which reason?
a) core service failure
b) service encounter failure
c) pricing
d) attraction by competitors
e) ethical problems
71. Which of the following does NOT indicate a need to improve customer service (to
improve your customer retention program)?
a) Customer satisfaction is your primary management objective.
b) The company has employee turnover problems.
c) The company does not care about lost customers.
d) The company is not consistent about keeping its promises to customers.
72. Which choice is part of establishing a customer retention program?
a) Begin work without identifying specific objectives to be accomplished by the program
b) Examine who the customers are and their specific needs.
c) Create the most complicated program possible.
d) Create a culture that does not stimulate customer interest.
73. Which of the following is a possible source of information about customers'
satisfaction?
a) Verbal comments
b) Informal surveys
c) Toll-free phone numbers
d) All of the above.
74. Which of the following is a question that you should ask when creating a format for
measuring customer satisfaction?
a) Who are your customers?
b) How could you do a better job?
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Customer Relation Executive Level-IV

74. Which of the following is a question that you should ask when creating a format for
measuring customer satisfaction?
a) Who are your customers?
b) How could you do a better job?
c) When did the customers conduct business with the company?
d) All of the above
75. Which choice indicates why some surveys do not reflect reality?
a) Only angry customers respond.
b) The sample is a good representation of the customer base.
c) Surveys do not always ask enough questions to get an accurate picture.
d) Survey statistics always lie.
76. Which statement about measuring customer satisfaction is true?
a) We do not need to consider customer expectations, only their level of
satisfaction.
b) We don't need to encourage sharing of ideas. We only need to get data.
c) Seeking feedback results in positive customer retention.
d) Just measuring satisfaction does not affect our relationship with customers.

77. Which question might you ask to evaluate your own performance?
a) What skills could I develop to assist my customers better?
b) Do I convey enthusiasm and interest in my customers?
c) Am I well informed about what my company has to offer customers?
d) All of the above
78. Which statement about verbal comments is correct?
a) Customer service providers should keep a log of customer comments.
b) Verbal comments are difficult to collect.
c) Most customer service providers pay special attention to verbal comments.
d) Useful information cannot be obtained from customer comments. They're never
honest.

79. Why are existing customers important?

a) Advances in technology mean that we won't get any more customers.
b) Existing customers don't care how well we serve them.
c) Replacing lost customers is very costly.
d) Existing customers will always be loyal.
80. A customer-centered company is one that focuses upon the customer
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Customer Relation Executive Level-IV

a) Useful information cannot be obtained from customer comments. They're never

honest.

79. Why are existing customers important?

a) Advances in technology mean that we won't get any more customers.
b) Existing customers don't care how well we serve them.
c) Replacing lost customers is very costly.
d) Existing customers will always be loyal.
80. A customer-centered company is one that focuses upon the customer developments
in designing its marketing strategies and on delivering superior value to its target
customers. What are the things that customer-centered companies need to do?
a) Build customer relationships.
b) Conduct market engineering of products.
c) Deliver superior value to their target customers.
d) All of the above.
e) None of the above.
81. Customer satisfaction with the purchase of a product is dependent upon what?
a) Service.
b) The product's performance relative to the buyer's expectations.
c) Quality.
d) Price.
82. Customer expectations are based upon a wide range of factors, which of the following
is not a factor influencing customer expectation?
a) Political endorsement.
b) Opinions of friends.
c) Opinions of family.
d) Competitor information.
e) Past experiences.
83. Successful organizations monitor customer service aggressively. Which of the
following methods would be suitable for following up on the customers who have
purchased a new car?
a) Complaint and suggestion system.
b) Lost customer analysis.
c) Customer satisfaction survey.

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Customer Relation Executive Level-IV

a) None of the above.

84. What is the first decision a dissatisfied customer will make?
a) whether to complain to the store or to the manufacturer
b) whether or not to stop buying that brand
c)whether or not to take any external action
d) whether or not to initiate legal action
e) whether or not to complain to a government agency

85. A consumer's decision of whether or not to take action when he or she is

dissatisfied is a function of which of the following?
a) importance of the purchase to the consumer
b) ease of taking action
c) consumer's existing level of overall satisfaction with the brand or outlet
d) characteristics of the consumer involved
e) all of the above

86. Even if a dissatisfied consumer takes no external action, which of the following is
likely?
a) will engage in negative work-of-mouth
b) will stop buying that brand
c) will have a less favorable attitude toward the store or brand
d) will stop buying at that store
e) all of the above
87.Consumers that exhibit a positively biased behavior toward a specific brand are
exhibiting _____.
a) brand loyalty
b) brand leverage
c) brand image
d) brand equity
88. Jason will only drink Pepsi cola and he feels an emotional attachment to it. That is the
brand he was brought up on and is the one he continues to drink every day. Jason
is exhibiting _____.
a) brand loyalty
b) brand leverage
c) brand image
brand equity

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Customer Relation Executive Level-IV

89.Which type of customer has an emotional attachment to the brand or firm?

1. repeat purchaser
2. satisfied buyer
3. total buyer
4. committed customer
90. The way in which the product is delivered to meet the customers' needs refers to:
a) New product concepts and improvements.
b) Selling.
c) Advertising and promotion activities.
d) Place or distribution activities.
91. When customer expectations regarding product quality, service quality, and valuebased price are met or exceeded, _____ is created.
a) customer satisfaction
b) planning excellence
c) a quality rift
d) a value line
92. If you notice your co-worker not following the safety procedure, you
a) Encourage him
b) Discourage him
c) Inform it to superior to avoid accidents
d) Slap Him
93. which of the following might help in understanding better understand customer
expectations
(a) Analysis of products rejected for sub quality standards
(b) Prize competition via direct mailing
(c) Off the job training course for senior managers
(d) Focus group meeting with regular and potential customers
94. Which of the following defines team characteristics?
a) Members listen to one another and provide constructive feedback
b) Everyone takes initiative to get the work done
c) Team willing to take risk
d) All of the above
95. Which are the basic customer service principles?
a) Speed and accuracy of service
b) Products and services offered
c) Dealing with complaints and problems

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a) all the above

96. Which is a characteristic of high performance teams where members believe in the
integrity, character, and ability of each other?
a) Openness
b) Loyalty
c) Trust
d) Reliability
97. When carrying or transporting sharp objects, you should:
a) Cover the sharp portion so as not to hurt anyone
b) Carry the sharp objects above your head
c) Carry it anyways, you are just few steps away from the destination
(d) All of the above
98. Which of the following does not send a positive message to a customer when entering
a shop floor?
a) Greeting the customer at the entrance
b) Understanding the need of the customer
c) Assisting the customer to the right product
d) Passing by the customer without greeting or offering help
99. An upset customer walks in and starts shouting for not getting a response. How should
you deal with the situation?
a) You shout at the customer for not maintaining silence
b) You will let her shout till she wants
c) You will walk to her, take her to a secluded area where others dont hear her
shouting, apologize
d) and assure that the work will be done
e) Slap Her
100. Identify the indication of the sign
a) Must wear silly hat
b) Hard hat to be worn
c) Sun hats must be worn
Only construction workers allowed

ANSWER KEY
1. B
2. A
3. C
4. A
5. B
6. A
7. B
8. D
9. B
10. D
11. C
12. E
13. D
14. E
15. A
16. D
17. B
18. D
19. C
20. A
21. D
22. D
23. B
24. D
25. A
26. C
27. A
28. D
29. C
30. D
31. D
32. D
33. B
34. B
35. C
36. E
37. C
38. D
39. D
40. B
41. D
42. D
43. B
44. C
45. C
46. B
47. A
48. B
49. B
50. A