Friday, August 3, 2007
today... boring... lolx...
had one test... GEMS test... if u ppl dunno... i took customer service as my GEMS tis sem...
well...the test is sort of easy... i hope i do well... all u hav to do is to try the online sample test... almost everything came out lo... plus plus... the online sample test hor... got giv answers one lehz... lolx... some sample questions that came out... go ahead... try doing it!!
1) The key component of a customer-focused environment is _____________________.
2) By asking questions that start with a _________ word (e.g. don't, can't, or wouldn't) you can subtly be creating a potentially hostile situation.
3) "Verbal finger pointing" occurs when which of the following words is used in a conversation?
(Don't/No/You/Why)
4) All of the following are indicators that a customer might perceive you as a poor listener except:
A) A customer requests that someone else serve her or him
B) You put a lot of effort into focusing on customer messages
C) You find yourself daydreaming or being easily distracted
D) You request people to continually repeat information
5) Movements of the head, hands, arms, and shoulders to accentuate a verbal, message are known as _________________.
know the answer?? u think u got it rite?? quite simple rite? as i say... no nd study one lo... very general... for those who needs to take up a business GEMS... i recommend tis... HOWEVA!!! the lessons can bore u to death... lolx...
anyway... time for revealing of answers...
question 1, the key component of a customer-focused environment is??? ANS: The customer... lame rite tis answer?? lolx...
question 2, by asking questions that start with a _________ word, you can subtly be creating a potentially hostile situation. well... for this the examples shows it liao... ANS: negative
question 3, "verbal finger pointing" occurs when which of the following words is used in a conversation?? the is simple... finger pointing...of cos the ANS:you lo...
question 4, all of the following are indicators that a customer might perceive you as a poor listener except?? lolx... all the choices negative except one... so of cos is that one... ANS:B
question 5, movements of the head, hands, arms, and shoulders to accentuate a verbal, message are known as?? hmm...general question... ANS: Gestures.
well... this is why i would call it an easy pass module... (scar-ly i fail...) ... not say hao lian la... but u can c for urself... so i recommend ppl to take this GEMS for the sake of easy assessment...
well... til the next time...
=D
