Quiz Over Customer Service Concepts And Ideas

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| By Dlog

Dlog

Community Contributor

Quizzes Created: 1 | Total Attempts: 971

Questions: 10 | Attempts: 971 | Updated: Mar 21, 2023

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Questions and Answers

1.

What are the key reasons for customer dissatisfaction?
- A.
  
  Employees who don't listen to what the customer is saying.
- B.
  
  Employees who ignore customers completely.
- C.
  
  Employees who don't follow up or follow through.
- D.
  
  Employees who ask too many questions.
Correct Answer(s)
A. Employees who don't listen to what the customer is saying.
B. Employees who ignore customers completely.
C. Employees who don't follow up or follow through.

Explanation
The key reasons for customer dissatisfaction are employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors indicate a lack of attention and care towards the customer's needs and concerns, leading to frustration and dissatisfaction. By not listening, ignoring, or failing to follow up, employees demonstrate a lack of commitment to resolving customer issues and meeting their expectations, which ultimately results in dissatisfaction.

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1
0
2.

To understand customers, you need to get close to them, stay tuned in to them, and think like them.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
To understand customers, it is necessary to establish a close relationship with them, stay informed about their needs and preferences, and empathize with their perspectives. This involves actively engaging with customers, listening to their feedback, and putting oneself in their shoes to gain insights into their thoughts and behaviors. By doing so, businesses can better understand their customers' expectations and make informed decisions to meet their needs effectively. Therefore, the statement "To understand customers, you need to get close to them, stay tuned in to them, and think like them" is true.

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3.

Giving great customer service is a matter of doing

Correct Answer
what your customers want.

Explanation
The correct answer is "what your customers want." This means that providing excellent customer service involves understanding and fulfilling the needs and desires of your customers. By listening to their feedback, addressing their concerns, and tailoring your services to meet their expectations, you can ensure a positive customer experience and build strong relationships with your clientele.

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4
4.

When a customer enters a busines the employees should do which of the following? Check all the apply.
- A.
  
  Greet the customer, and give your name.
- B.
  
  Make eye contact and smile to show your positive attitude.
- C.
  
  Ask the customer to wait so that you may finish a conversation with a co-worker.
Correct Answer(s)
A. Greet the customer, and give your name.
B. Make eye contact and smile to show your positive attitude.

Explanation
When a customer enters a business, the employees should greet the customer and give their name to establish a friendly and welcoming environment. Making eye contact and smiling further reinforces a positive attitude and makes the customer feel valued. Asking the customer to wait while finishing a conversation with a co-worker is not appropriate as it may give the impression of indifference towards the customer's needs.

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5.

As an employee in customer service, how would you learn your business? Check all that apply.
- A.
  
  Learn about your entire company operation.
- B.
  
  Learn only those products and services that are related to your job.
- C.
  
  Learn about the offerings of your competitors.
Correct Answer(s)
A. Learn about your entire company operation.
C. Learn about the offerings of your competitors.

Explanation
To be effective in customer service, it is important to have a comprehensive understanding of your company's operations. This includes knowing about all the different departments, processes, and functions within the organization. Additionally, learning about the offerings of your competitors can help you better understand your own company's strengths and weaknesses in the market. By being knowledgeable about both your company and its competitors, you can provide better assistance and guidance to customers, and also contribute to the overall success of your business.

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6.

If you are uncertain how to dress, stay on the conservative side.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Staying on the conservative side when uncertain about how to dress means opting for more traditional or formal attire. This approach ensures that you won't be underdressed or appear inappropriate for the occasion. By choosing conservative clothing, you can maintain a level of professionalism and respect for the event or environment. Therefore, the statement "If you are uncertain how to dress, stay on the conservative side" is true.

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7.

When you look professional, you will act professionally.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
When you look professional, it often influences the way you carry yourself and behave. Presenting oneself in a professional manner can boost confidence, command respect, and create a positive impression on others. This can lead to more professional interactions and behavior. Therefore, the statement suggests that there is a correlation between looking professional and acting professionally, implying that when someone looks professional, they are more likely to behave in a professional manner.

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8.

Selling yourself means bragging on your accomplishments and your abilities.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Selling yourself refers to promoting and highlighting your achievements and skills to make a favorable impression on others. It involves confidently presenting your accomplishments and abilities to showcase your value and persuade others to believe in your capabilities. Therefore, the statement "Selling yourself means bragging on your accomplishments and your abilities" is true, as it accurately captures the essence of self-promotion and self-marketing.

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9.

There are times when it is in the best interest of the customer not to be honest.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Sometimes, being completely honest with a customer may not be in their best interest. For example, if a customer asks for an opinion on their appearance and they are feeling insecure, it may be more beneficial to provide a kind and supportive response rather than blunt honesty. Additionally, in certain situations, withholding certain information may be necessary to protect the customer from harm or to maintain confidentiality. Therefore, there are instances where it is indeed in the best interest of the customer not to be completely honest.

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10.

What are some examples of objective measurements or concrete results? Check all that apply.
- A.
  
  Sales figures
- B.
  
  Attendance
- C.
  
  Peer feedback
Correct Answer(s)
A. Sales figures
B. Attendance
C. Peer feedback

Explanation
Objective measurements or concrete results are quantifiable and can be measured or observed without any bias or personal interpretation. Sales figures are a clear example of an objective measurement as they represent the actual amount of products or services sold. Attendance can also be objectively measured as it represents the number of individuals present at a particular event or location. Peer feedback, although subjective to some extent, can also be considered an objective measurement as it represents the opinions and evaluations of peers based on specific criteria or observations.

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Feb 08, 2011

Quiz Created by
Dlog

Quiz Over Customer Service Concepts And Ideas

What are the key reasons for customer dissatisfaction?

To understand customers, you need to get close to them, stay tuned in to them, and think like them.

Giving great customer service is a matter of doing

When a customer enters a busines the employees should do which of the following? Check all the apply.

As an employee in customer service, how would you learn your business? Check all that apply.

If you are uncertain how to dress, stay on the conservative side.

When you look professional, you will act professionally.

Selling yourself means bragging on your accomplishments and your abilities.

There are times when it is in the best interest of the customer not to be honest.

What are some examples of objective measurements or concrete results? Check all that apply.