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Section 13.1 Assessment
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1

External customers are/can be either consumers or vendors.
A)True
B)False
2

Good internal customer service can translate into improved employee morale.
A)True
B)False
3

Customer service principles need to be supported by specific directives from upper management.
A)True
B)False
4

Employees who work on the company mailroom are considered external customers.
A)True
B)False
5

No matter what job you may choose, you will end up having to deal with customers.
A)True
B)False
6

The concept of customer service encompasses all of the following EXCEPT:
A)Providing products and services at competitive prices.
B)Submitting the customer's name and contact information to consumer list buying/selling services.
C)Making the customer feel valued and that his business is appreciated.
D)Ensuring that customer concerns are handled in a diplomatic and timely manner.
7

Which of the following is NOT considered an internal customer?
A)The director of personnel
B)The company president
C)The company courier service
D)The marketing manager
8

Good customer service can help a company increase profits due to all of the following reasons EXCEPT:
A)It will reduce the number of product returns.
B)It will improve the company's reputation and attract new customers.
C)It will make existing customers come back for repeat business.
D)It will generate customer referrals.
9

Maintaining good relationships with internal customers helps:
A)To reduce overhead costs
B)To maintain recycling programs
C)To reduce health benefit costs
D)To improve product quality
10

Which of the following is NOT an option for communicating with external customers?
A)E-mail messages
B)Interdepartmental memos
C)Faxed order forms
D)Internet inquiries





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