1) What is a customer?  a) person who dresses up b) are people who request the goods and services of a company c) is a person who sells products 2) Which of the following images is considered a service? a) b) c) 3) what is the meaning of BPO? a) Buy Quiz Orange b) Business Product Ours c) Business Process Outsourcing 4) Which of the following images is a call center a) b) c) 5) What would happen if you do not provide good information to the customer? a) would cause the loss of a customer and sale in the company b) nothing would happen c) I don't know 6) Which of the following images is a contact center? a) b) c) 7) Which of the following images refers to a satisfied customer? a) b) c) 8) select the correct word in the sentence  ________________ They are crucial to the customer experience a) moments of truth b) eat ice cream c) ignore the customer 9) what is nonverbal communication? a) is what we express with words b) I don't know c) It is the information that we transmit through gestures and body language. 10) Which of the following images is an interested customer? a) b) c) d) 11) Which of the following images is a product?  a) b) c) 12) What is a customer service protocol? a) It is a guide document, addressed to all the collaborators of a company b) it's a text message c) it's a book 13) Which of the following images represents active listening? a) b) c) 14) what does kpo mean?  a) knowledge product ours b) Knowledge Process Outsourcing c) know process over 15) Is it important to understand the customer? a) Yes b) No c) Maybe

CUSTOMER SERVICE VOCABULARY Sara Sepulveda

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