Customer Service Quiz

25 Questions  I  By Edwarda2436
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Customer Service Quiz
This quiz tests the basic understanding of customer service information gained in the customer service training class.

  
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Questions and Answers

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1.  When working on a team it is important to:
A.
B.
C.
D.
2.  What is Walgreens number one priority according to their mission statement?
A.
B.
C.
D.
3.  What is the first thing that you should do when making eye contact with a customer?
A.
B.
C.
D.
4.  Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
A.
B.
C.
D.
5.  An external customer ________________________ while an internal customer is/are ____________.
A.
B.
C.
D.
6.  An effective way to approach a problem is:
A.
B.
C.
D.
7.  When learning a new job, it is important to:
A.
B.
C.
D.
8.  In face-to-face communications, ________ per cent of the communication you have with a customer is body language.
A.
B.
C.
D.
9.  When dealing with a difficult customer it is important to remember_________________.
A.
B.
C.
D.
10.  What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
A.
B.
C.
D.
11.  Communication is a give and take process. As a speaker it is your job to:
A.
B.
C.
D.
12.  When a misunderstanding happens with a co-worker you should:
A.
B.
C.
D.
13.  Walgreens has a model called our _________ service basics.
A.
B.
C.
D.
14.  The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
A.
B.
15.  Customers are not always right, but they are always____________________________.
16.  Closed questions are used to _____________________
A.
B.
C.
D.
17.  Customer satisfaction is a step_____________________ customer service.
A.
B.
C.
D.
18.  A supervisor may criticize an employee in order to:
A.
B.
C.
D.
19.  When selling alcohol or tobacco products, name two forms of identification of age that are acceptable.
A.
B.
C.
D.
20.  It is important to make eye contact with a customer because?
A.
B.
C.
D.
21.  In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.
A.
B.
C.
D.
22.  What are the two main purposes of a bar code?
A.
B.
C.
D.
23.  Red rules are
A.
B.
C.
D.
24.  What is the maximum amout of times that the phone should ring before being answered?
A.
B.
C.
D.
25.  When a misunderstanding happens with a customer you should:
A.
B.
C.
D.
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