Please read each question carefully and select the most appropriate answer. 1. What is the primary goal of customer service?(Required) a) To sell as many products as possible b) To resolve customer issues and ensure satisfaction c) To reduce company workload d) To promote new products only2. Which of the following is MOST important during a customer interaction?(Required) a) Speaking continuously b) Active listening c) Using complex terminology d) Maintaining a strict script3. What does “Lead Qualification” mean?(Required) a) Finding customers who have already purchased b) Identifying potential customers with purchase intent c) Making cold calls to random numbers d) Offering discounts to everyone4. In sales, the term “Upselling” means:(Required) a) Selling a cheaper version of a product b) Selling an additional product c) Persuading the customer to buy a higher-value product d) Offering free products5. Which of the following is an example of good email etiquette?(Required) a) Using all caps to highlight urgency b) Using a clear subject line and concise message c) Sending the email without proofreading d) Adding unnecessary CC recipients6. What is the main purpose of a marketing funnel?(Required) a) To entertain customers b) To guide potential customers from awareness to purchase c) To advertise on social media only d) To create company slogans7. In customer service, escalation is required when:(Required) a) The customer is too talkative b) The issue cannot be resolved at your level c) You don’t want to handle the customer d) The customer asks too many questions8. What should you do if you do not know the answer to a customer’s question?(Required) a) Guess a solution b) Ignore the question c) Admit honestly and seek help from a senior/team d) Tell the customer to search online9. Which of the following indicates a “qualified lead”?(Required) a) Someone who likes your social media post b) Someone who fits your target profile and shows buying intent c) Someone who walked past your store d) Someone who visited your website once10. CRM tools are mainly used for:(Required) a) Editing videos b) Tracking customer interactions and managing leads c) Designing websites d) Sending bulk SMS11. Which metric helps measure customer satisfaction?(Required) a) NPS (Net Promoter Score) b) SEO ranking c) Number of emails sent d) Social media likes12. A good sales pitch should focus on:(Required) a) Product features only b) Customer needs and how the product solves them c) Company history d) Using technical jargonName(Required) First Last Email(Required) Training Name(Required)Company Name(Required)HiddenScore(Required)
