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Customer Service Exam

15 Questions  I  By Wbsi
Customer Quizzes & Trivia
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Question Excerpt

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1.  A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? 
A.
B.
C.
D.
2.  A person approaches you and tells you of many complaints he has about your department. You should first: 
A.
B.
C.
D.
3.  Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the 
A.
B.
C.
D.
4.  A customer has come into your office and submitted an application. When you give her some more forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of her application. In which of the following ways should you respond to the customer? 
A.
B.
C.
D.
5.  As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?
A.
B.
C.
D.
6.  You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
A.
B.
C.
D.
7.  You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
A.
B.
C.
D.
8.  A person is telling you a story, but taking forever to get to the point. What do you do?
A.
B.
C.
D.
9.  Your friend/co-worker starts to get on your nerves. What would be your most likely response?
A.
B.
C.
D.
E.
10.  When having a disagreement, I typically:
A.
B.
C.
D.
11.  When conversing with clients who have a less extensive vocabulary (e.g. lower education level):
A.
B.
C.
D.
E.
12.  When conversing with a person who takes forever to get to the point:
A.
B.
C.
D.
13.  When it comes to resolving conflicts:
A.
B.
C.
D.
14.  When it comes to conflict:
A.
B.
C.
15.  You are asked to push a particular viewpoint with a client. The request makes perfect business sense but you happen to not believe in the particular notion you are to advocate. How do you deal with the situation?
A.
B.
C.
D.
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