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 Excerpt

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