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Customer Experience Practice Exam

Customer Experience


Customer experience has become an essential part of businesses and companies. With the increase in the use of technology, it has become necessary to interact with customers. There are professionals that listen to the customers and provide them with the services like turning in enquiries, customer feedback, retaining customers, etc. It has become necessary to grow your customer service network to understand the needs and expectations of the users and hence led activities for customer satisfaction.


Roles and Responsibilities

Some of the major roles and responsibilities of a customer service professional are as follow:

Keeping the customers in loopin order to sync with their complaints and demands.

Focus on retaining customers, serving your audience, or turning inquiries

Focusing on good customer service is one of the main factors in organizational success.


Who should take the exam?

Students in the management, marketing, or sales related field can take this exam for better job opportunities. It is a good career choice for anyone who wants to experience growth in their career.


Skills Required

Communication skills

Empathy

Self-control

Basic computer skills

Taking responsibility


Career Prospects

People manager

Social media specialist

Support specialist

Guest service agent

Call centre representative

Customer service representative


Table of Content

The Customer Experience Exam covers the following topics - 

Customer Service

Who is a customer

Learning Customer Service Basics

Customer Handling

Understanding Customer Behaviour

Learning Customers Expectations

Learning Building Customer Relationship

Customer Focus

What is Customer Focus

Learning Customer Focus Elements

Learning Customer Focus Levels

Customer Expectations

What is customer expectations

Why customer expectations

Learning Types of Expectations

Expectations Model

Managing Expectations

Learning Customer Latest Expectations

Getting Customer Feedback

Handling Customer Expectations

Customer Needs

Learning Consumer Need

Understanding Customer Needs

Hulls Drives Reduction Theory

Learning Maslow’s Hierarchy of Needs

McClelland’s Three Needs Theory

Learning Consumer Motivation Concept

Values

Means – End Chain Model

Consumer Perception

Perception Basics

Learning Elements of Perception

Learning The Absolute Threshold

The Differential Threshold

Subliminal Perception

Process of Perception

What is value?

Choosing a Value Proposition

Learning Dynamics of Perception

Perceptual Organization

Consumer Imagery

Consumer Attitudes

Attitudes

Learning Models of Attitude

Attitude Formation

Learning Strategies of Attitude Change

Customer Focused Organization

Customer Focus Strategies

Building a Customer Focussed Culture

Maintaining Customer Focus

Learning Customer Focus Development

Developing Customer Orientated Culture

Learning Checklist for Customer Focus

Customer Focused Interaction

Social Media

Applying Knowledge Management

Using Mobile Technology

Learning Customer Focused Employees

Customers Listening and Tools

Customer Complaints

Learning Complaint Barriers

Customer Journey Mapping (CJM)

Voice Of the Customer

Learning Benchmarking

Learning Business Performance Measures

Developing skills

Skills Development

Learning Public Speaking

Personality Development

Learning Self Grooming Tips

Positive Attitude

Different Negativities

Steps to Be Positive

Positive Behaviour

Traits for Positive Behaviour

Behaviour for Successful Sale Person

Learning Listening skills

Learning vocal skills

Telephone Usage

Learning Telephone Manners

Learning Telephone Etiquettes

Voice Mail Etiquettes

Team Work

Formation of a Team

Stress Management

Learning Consequences of Stress

Reason/Causes of Stress

Learning Signs of stress

Learning Techniques of Stress Management

Time Management

Learning Time Management Techniques

Negotiation Skills

Learning Negotiation Basics

Preparing for the Negotiation Process

The Seven Basic Steps in Negotiation

Learning Best Alternative to a Negotiated Agreement (BATNA)

Learning Tactics for Negotiation Process

Office Communications and Mailing Skills

Mailing Services

Learning Addressing Envelopes

Effective Office Meetings

Learning Office memos

Incoming Mail

Outgoing Mail

Learning Fundamentals activities of mail handling department

Mail Automation

Managing Office Records

Filing and Record Keeping

Purpose of Record Management

Learning Features of Effective Record Management

Information Types

Information Access

Learning Type of Files

Procedure of Classification

Learning Methods of Filing

Systems of Filing

Word Processing – MS-Word 2013

Learning MS-Word Basics

Working With Documents

Customize the Word Environment

Learning Editing a Document

Formatting Text

Learning Formatting Paragraphs

Styles

Graphics

Proofing a Document

Learning Page Formatting

Macros

Lists

References and Citations

Track Changes

Spreadsheet – MS-Excel 2013

Learning Excel 2013 Basics

Workbook and Worksheet

Manipulating Data

Learning Worksheet Formatting

Page Properties and Printing

Excel Formulas

Learning Sort and Filter

Charts

Macros

Networking and Internet

Learning Networking Concepts

Network types

Windows Networking terms

Sharing Local Printer

Connecting to a Network Printer

Internet

Web Browser

Learning Uploading and download files

E-mail

Managing E-mail Accounts

Sending an E-mail from Outlook

Learning Web based E-mail or Gmail

Learning Digital Signature

Future Developments

Social Media

Learning E-Commerce

Learning Big Data

Learning Internet of Things (IoT)

Learning Automation and AI


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