PRISM C-Ser TEST 2024

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All question are compulsory and carries 1 marks each. (info@prismphilosophy.com) for any insights / learning

Name

Organisation

Designation

Date of Birth

YYYY

Trainer's Name *

Ayan Banerjee

Q1. What does CRM stand for in the context of customer service?

*

1 point

Customer Relationship Management

Customer Response Method

Customer Retention Method

Q2. Which skill is essential for active listening during customer interactions? *

1 point

Focusing on the customer’s words and emotions

Interrupting customers to offer quick solutions

Asking multiple questions simultaneously

Q3. How should customer complaints be handled? *

1 point

Dismiss the complaint as insignificant

Escalate the complaint to a supervisor immediately

Listen actively, empathize, and offer a suitable solution

Q4. What is mapping the customer journey? *

1 point

A way for companies to track competitor information

A way for companies to track customer purchases at competitors

A way for companies to track the entire story of a customer experience from beginning to end

Q5. Mapping the customer journey includes ________? *

1 point

Purchase

Upgrade

Complaint

All the above

Q6. How can customer service representatives create a personalized experience for customers? *

1 point

Use scripted responses for consistency

Share personal anecdotes to build rapport

Tailor interactions based on individual customer needs and preferences

Q7. How can customer service representatives create a personalized experience for customers? *

1 point

Use scripted responses for consistency

Share personal anecdotes to build rapport

Tailor interactions based on individual customer needs and preferences

Q8. Which of the following is an example of an open-ended question? *

1 point

“Is there anything else I can help you with?”

“Would you like to speak with a supervisor?”

“Can you provide more details about the issue you’re facing?”

Q10. What does it mean to “underpromise and overdeliver” in customer service? *

1 point

Make unrealistic promises to win customer loyalty

Avoid making any promises to customers

Set low expectations and exceed them to impress customers

Which you resonate most with / which aspect of PRISM you feel is important for life *

0 points

PREPARE

RESPECT

IMPLEMENT

MAINTAIN

10 Experience of PRISM PHILOSOPHY Program *

Poor

Excellent

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