CSFX 試験問題を無料オンラインアクセス

There are a number of important events in customer interactions. These are called:

• A.Key customer exchanges.
• B.Key interactions.
• C.Critical moments.
• D.Important customer events.

Market segmentation means that:

• A.The market the organisation is selling to has become saturated.
• B.There is only a small market that is available to consumers.
• C.Organisations can deal more quickly with customers.
• D.Customers are sub divided into smaller groups to distinguish purchaser behaviour.

A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:

• A.Relaxed type.
• B.Amiable type.
• C.Authoritative type.
• D.Analytical type.

When a customer starts to make a complaint and you think that you know what the problem is you should:

• A.Listen, acknowledge, apologise and then say how you will resolve the issue.
• B.Listen and then immediately say how you are going to resolve the issue.
• C.Listen, apologise and say how you will resolve the issue.
• D.Listen, acknowledge the issue and say how you will resolve the issue.

If a colleague enters your office unexpectedly and you are sat at your desk, then a time management technique which should lead to a shorter interruption is to:

• A.Remain seated and ignore them.
• B.Ask them to leave and come back later.
• C.Stand up and greet them and do not sit back down.
• D.Explain you are very busy.