BC Ghana Customer Service Week 2011 Quiz
This is a fun quiz to test your appreciation of the basics of customer Service. Have fun, print your certificate and enjoy every bit of the celebrations. Your Service throughout the year is highly appreciated!
- 1.
1. Which of the following is more important during telephone communication?
- A.
Words used
- B.
Ideas Used
- C.
Tone of voice
Correct Answer
C. Tone of voiceExplanation
During telephone communication, the tone of voice is more important than the words used or the ideas conveyed. This is because the tone of voice can convey emotions, attitudes, and intentions, which can greatly impact the overall message and how it is received by the listener. The tone of voice can help establish rapport, convey sincerity, and enhance understanding. It can also influence the listener's perception of the speaker and the message being communicated. Therefore, having a positive and appropriate tone of voice is crucial in effective telephone communication.Rate this question:
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- 2.
Saying "You'll have to..." is an appropriate answer to guide your customer through instructions.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
"Have To" has a negative and directive conotation. A more customer-senstive phrase would be "Need To".Rate this question:
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- 3.
The most appropriate phrase when you don't know the answer to a customer's question is:
- A.
"I don't know."
- B.
"Just a second."
- C.
"I'll find out."
Correct Answer
C. "I'll find out."Explanation
When faced with a customer's question to which you don't know the answer, the most appropriate phrase is "I'll find out." This response shows that you are willing to assist the customer and find a solution to their query. It conveys a sense of proactive customer service and assures the customer that you will make an effort to provide them with accurate information.Rate this question:
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- 4.
Which of the following statements is true?
- A.
A. Keeping loyal customers is less expensive than finding new customers.
- B.
B. Keeping loyal customers is more expensive than finding new customers.
- C.
C. Keeping loyal customers and finding new customers are equally expensive.
Correct Answer
A. A. Keeping loyal customers is less expensive than finding new customers.Explanation
Keeping loyal customers is less expensive than finding new customers because acquiring new customers often involves marketing and advertising costs, as well as the cost of educating them about the product or service. On the other hand, loyal customers already have knowledge and trust in the brand, reducing the need for extensive marketing efforts. Additionally, loyal customers are more likely to make repeat purchases, resulting in higher customer lifetime value and reducing the need for constant customer acquisition.Rate this question:
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- 5.
When listening actively, affirm to show the customer that you:
- A.
A. Are paying attention.
- B.
B. Are busy with other matters.
- C.
C. Have other customers to deal with.
Correct Answer
A. A. Are paying attention.Explanation
The correct answer is A. Are paying attention. When listening actively, affirming shows the customer that you are engaged and focused on what they are saying. This can include nodding, making eye contact, and providing verbal cues such as "yes" or "I understand." By actively affirming, you are indicating to the customer that you are paying attention to their needs and concerns.Rate this question:
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- 6.
What should be the best response to this customer who says: "I took my IELTS test last week and am here for my results"
- A.
A. Did you read your confirmation letter?
- B.
B. Sorry, your result will be out 13 working days after the exams date.
- C.
C. Your result is not ready please.
Correct Answer
B. B. Sorry, your result will be out 13 working days after the exams date.Explanation
The best response to the customer who says "I took my IELTS test last week and am here for my results" is option B. This response acknowledges the customer's statement and provides them with the information that their result will be available after 13 working days from the exam date. This response addresses the customer's query and provides them with a specific timeline for when they can expect their results.Rate this question:
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- 7.
Which of these statements best describes a good customer service person
- A.
A. Strict, Straight to the point and Policy oriented
- B.
B. Firm and time Conscious
- C.
C. Nice but firm.
- D.
D. Firm but nice
Correct Answer
C. C. Nice but firm.Explanation
A customer service person at first sight must be seen to be smiling, welcoming, accomodating, tolerant and generous to error. Panic, fear and extra carefulness do not occur when you are approaching a good service person. Firmness is demonstrated only when it matters most.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Aug 22, 2011Quiz Created by
Andyamanor
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