2025年客户满意试题及答案英文.docVIP

2025年客户满意试题及答案英文

I.Multiple-choicequestions(10questions,2pointseach)

1.Whatisthemostimportantfactorinachievinghighcustomersatisfaction?

A.Productfeatures

B.Price

C.Excellentcustomerservice

D.Brandreputation

Answer:C

2.Whichofthefollowingcandirectlyimprovecustomersatisfaction?

A.Offeringdiscountsfrequently

B.Improvingresponsetimetocustomerinquiries

C.Increasingproductvariety

D.Changingthecompanylogo

Answer:B

3.Asatisfiedcustomerismorelikelyto:

A.Switchtoacompetitor

B.Makerepeatpurchases

C.Demandmorediscounts

D.Spreadnegativeword-of-mouth

Answer:B

4.Whatdoespersonalizedservicecontributetocustomersatisfaction?

A.Itmakescustomersfeelspecial

B.Itincreasesservicecost

C.Itslowsdownservicedelivery

D.Itconfusescustomers

Answer:A

5.Measuringcustomersatisfactionhelpsacompanyto:

A.Identifyareasforimprovement

B.Increasepricesimmediately

C.Reducemarketingefforts

D.Cutdownonproductdevelopment

Answer:A

6.Whichofthefollowingisanexampleofacustomertouchpoint?

A.Acompanysannualreport

B.Acustomersinteractionwithasalesperson

C.Acompetitorsadvertisement

D.Thecompanysinternalmanagementmeeting

Answer:B

7.Highcustomersatisfactioncanleadto:

A.Higheremployeeturnover

B.Reducedmarketshare

C.Increasedcustomerloyalty

D.Lowerqualityproducts

Answer:C

8.Whatroledoescustomerfeedbackplayincustomersatisfaction?

A.Itisnotimportant

B.Ithelpscompaniesignorecustomerneeds

C.Itprovidesinsightsforimprovement

D.Itonlycomesfromcomplaints

Answer:C

9.Acompanythatfocusesoncustomersatisfactionismorelikelyto:

A.Haveashort-termbusinessview

B.Innovatetomeetcustomerneeds

C.Avoidlisteningtocustomers

D.Cutcornersonproductquality

Answer:B

10.Whichofthefollowingcanenhancethecustomerexperienceandsatisfaction?

A.Usingoutdatedtechnologyinservicedelivery

B.Havingafrien