It is generated by examining the goods and services sold in the community.

It is a process of making new products which will be sold to the customers.

These are luxuries, advantages and desires thatevery individual considers beyond necessary.

It is a factor or consideration presented by a seller as the reason that a product or service is different from and better than that of the competition.

A stage in which the needs of the target market are identified, reviewed, and evaluated.

It is the introduction of new ideas to make the product and services more attractive and saleable to the target customers.

It is a managerial tool used to assess the environment and to gather important information that can be used for strategic planning.

It is creating names, symbol, or designs that identifies and differentiates a product from the other products.

It is a meaningful and unforgettable statement that captures the essence of the brand.

These are things that people cannot live without.

It refers to the management of one or more specific business processes or functions by a third party.

Software development, data entry, programming, and web development services are examples of services under _________.

t includes customer-related services such as marketing or technical support.

It includes internal business functions such as billing, purchasing, payroll of employees and other similar tasks.

When a Singapore-based company subcontracts a Philippine- based company to do software programming, it is called _________.

HSBC, a US-based finance company, hired an Indian-based BPO to manage its online credit card inquiry and funds transfer. The type of outsourcing shown here is ____________.

It is system is being carried out online with the data being held at a third party’s premises and accessed via the web. This type of BPO is a means to save physical office space so one may retrieve information quickly and easily.

It involves managing requests for information or proposals and recommending the best potential suppliers, selecting suppliers, and issuing/managing legal contracts.

It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and outbound telephone calls

It is a set of measurements to quantify performance and results in the call center world.

In a call center, this measures how effective your agents are in utilizing their time and how efficient they are in balancing the various aspects of their jobs.

Customer Service, Satisfaction Score, Escalation Rate and Resolution time are all under_______________.

The customer became angry, and speaking to someone of higher authority will be a prerequisite to calming him down. This example falls under ________________.

These criteria includes things like building rapport and using proactive, service-oriented language.

An example of this include opening the call with the appropriate greeting and asking if thereare any other issues which the customer needs assistance.

It refers to how well agents accomplish their tasks, especially their primary function of customer contact.

Refers to an important resource for updated telephone lists, addresses and names.

It main task is providing customers with products and service information.

Basic knowledge of computer usage, windows applications, e-mail and internet and that ability to learn organization-specific-software.

Offering support and guidance to co-workers is called __________.

Managing multiple priorities or assignments simultaneously.

There are factors to consider when complaint arises

Issues and concerns of customers to be satisfied are listed below except ___________.

Customer complaints are also considered as treasures in the enterprise except ___________.

Skill not related in handling customers’ complaints.

It is a way to make the customer feel that his call is important to you.

How do agents accept ownership of the problem then apologize?

Let the customer talk of his complain and say something to make him feel comfortable.

"Okay, I really understand and agree with you that this is very stressful to you, but for me to help you I must work within our process.” The statement implies_____.

“I can understand why you feel the way you do Sir Robert.” The statement implies _____.

The reason for using the following dialogue is _____. “What do you think we should do that will solve the problem and be fair to you and the company?”

This refers to the people who are current or potential buyers, subscribers, account owners or patrons of the industry who enters into transactions.

This involve online tutorial call centers andother academic instructions such as ESL for Japanese learners.

It is a contact center representative’s skill where customers want you to understand their issue with the hope you will be able to assist them.

It requires you to have the fundamental sincerity to helpothers. This skill is known as _____.

This means you need to be a patient and calming influence when interacting with customers at all times.

Identify to which part of a log incident the next statement belongs.

The customer is calling because he recently visited store branch 1and claims that the representative at the cash register was rude and arrogant.

Identify to which part of a log incident the next statement belongs.

Calling Store branch no. 1, will confirm employees for January 20,2014 and register a formal complaint on behalf of the customer.

Identify to which part of a log incident the next statement belongs.

The customer states that on January 8, 2014 he went to store branch 1 to purchase grocery items and when he went to pay, he encountered some issues with the PIN number for his debit card. The customer states that at this point the cashier became rude and made comments about the customer's PIN number.

Identify the skills demonstrated in the statement.

“I understand that you are upset, and rightly so, that the gadget you bought is not working well.”