Module 6 Quiz

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Question 1 of 5

1. Question
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Business is changing and companies also need to change to keep up with customer expectations and competitors. Why is customer service so important for businesses to provide?
- It has a direct impact on the bottom line
- It builds word of mouth recommendations and referrals
- It provides great value and experiences for clients, and generates more customers
- All of the above
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Question 2 of 5

2. Question
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Successful companies believe and benefit from the following: Customer service is not a department – it is a ………………………………………..
- Division
- Team
- Philosophy
- Paradigm
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Question 3 of 5

3. Question
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What would be ways to uplevel your sales and service to keep clients coming back?
- Focus on the sale and upselling as much as possible to maximise the opportunity
- Do things others don’t, focus on keeping customers for ‘life’, reward clients with incentives, loyalty or VIP programs, give resources for free, and focus on them not the sale
- Provide the level of customer service that is necessary to get the sale over the line
- Ensure the level of service matches the amount of profit the sale brings the business
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Question 4 of 5

4. Question
1 point(s)
Often the best way to grow sales is through word of mouth recommendations and referrals.
The closing ratio of a non-qualified lead is: …………………….. vs …………………….. the closing ratio of referred leads.
- 30% vs 60%
- 20% vs 70%
- 10% vs 60%
- 50% vs 80%
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Question 5 of 5

5. Question
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Once we receive a referral, what is most important to do to acknowledge it, and encourage further referrals from business contacts, colleagues, friends and family?
- Treat referrals like ‘gold’, follow up with referrer and update them of progress, say ‘thank you’ for the referral and business, and try to refer in return or offer an introduction where able
- Leave it to the new client to update the referrer of progress and outcomes of working together
- Focus on working with the client and say thank you next time you see the referrer
- Get back to them when you have time and update them then when you get a chance
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