Customer Service Quiz

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

  
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Question Excerpt

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