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.

  
Changes are done, please start the quiz.


Question Excerpt

Removing question excerpt is a premium feature

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


to post comments.

Removing ad is a premium feature

Upgrade and get a lot more done!
Take Another Quiz