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. 
    What is the first thing that you should do when making eye contact with a customer?
    • A. 

      Say hello

    • B. 

      Smile

    • C. 

      Ask if you can be of assistance

    • D. 

      Refer them to the manager


  • 2. 
    When selling alcohol or tobacco products, name two forms of identification of age that are acceptable.
    • A. 

      Social security card and state ID

    • B. 

      State ID and Birth certificate

    • C. 

      Driver' s license and State ID

    • D. 

      Driver's license and Social security card


  • 3. 
    What are the two main purposes of a bar code?
    • A. 

      Pricing and Inventory

    • B. 

      Pricing and Location

    • C. 

      Receipt and Inventory

    • D. 

      Receipt and Location


  • 4. 
    What is the maximum amout of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4


  • 5. 
    Red rules are
    • A. 

      Rules that are designed to make things run smoothly

    • B. 

      Rules that cover personality traits

    • C. 

      Rules that are established based on previous situations

    • D. 

      Rules that cannot be broken


  • 6. 
    Customer satisfaction is a step_____________________ customer service.
    • A. 

      Below

    • B. 

      Around

    • C. 

      Into

    • D. 

      Beyond


  • 7. 
    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. 

      The degree of caring that you show customers

    • B. 

      Your ability to provide service that is dependable and accurate

    • C. 

      The physical representations of your company including the facility, equipment and your appearance

    • D. 

      The respect, competence and confidence you show to the customer


  • 8. 
    An external customer ________________________ while an internal customer is/are ____________.
    • A. 

      Are the people who buy your company's products or services;arethe people who work within your company.

    • B. 

      Are the people who work within your company;arethe department heads of each section.

    • C. 

      Are the people who work within your company;arethe customers

    • D. 

      Are the people who buy your company's products or services; are the customers


  • 9. 
    When dealing with a difficult customer it is important to remember_________________.
    • A. 

      To not take it personally

    • B. 

      To use positive self-talk

    • C. 

      Both a and b above

    • D. 

      None of the above


  • 10. 
    Customers are not always right, but they are always____________________________.

  • 11. 
    It is important to make eye contact with a customer because?
    • A. 

      Eye contact is natural

    • B. 

      Eye contact is not important

    • C. 

      Eye contact reassures customers that your attention is focused on them

    • D. 

      Eye contact is common courtesy and it shows your willingness to serve


  • 12. 
    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
    • A. 

      We value your business

    • B. 

      We are to busy to handle your business

    • C. 

      As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D. 

      None of the above


  • 13. 
    Walgreens has a model called our _________ service basics.
    • A. 

      5

    • B. 

      6

    • C. 

      7

    • D. 

      8


  • 14. 
    What is Walgreens number one priority according to their mission statement?
    • A. 

      Return on investment to shareholders

    • B. 

      Customer service

    • C. 

      Technology advancement

    • D. 

      Growth opportunities for employees


  • 15. 
    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. 

      True

    • B. 

      False


  • 16. 
    Closed questions are used to _____________________
    • A. 

      Get specific information from the customer

    • B. 

      Draw the customer into a conversation

    • C. 

      Begin with words like "what", "how" and "why"

    • D. 

      Are used whey you need a lengthy explanation from a customer


  • 17. 
    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. 

      38, 18

    • B. 

      7, 18

    • C. 

      18, 55

    • D. 

      82, 18


  • 18. 
    In face-to-face communications, ________ per cent of the communication you have with a customer is body language.
    • A. 

      82

    • B. 

      38

    • C. 

      18

    • D. 

      55


  • 19. 
    An effective way to approach a problem is:
    • A. 

      Complain to the supervisor

    • B. 

      Offer a reasonable alternative solution to your customer or supervisor

    • C. 

      Ignore the customer's odd requests

    • D. 

      Listen attentively and then pass it on to the boss


  • 20. 
    Communication is a give and take process. As a speaker it is your job to:
    • A. 

      Speak loudly and roughly in order to intimidate people into listening

    • B. 

      Intentionally speak over a person 's ability to understand or communicate

    • C. 

      Determine if the listener understands

    • D. 

      Always ensure that you have the first and the last words said


  • 21. 
    A supervisor may criticize an employee in order to:
    • A. 

      Assist that employee in understanding a better or more effective way to do something

    • B. 

      Show an employee who is the boss

    • C. 

      Feel good about themselves

    • D. 

      Ensure the employee knows exactly who the persons are in their chain-of-command


  • 22. 
    When a misunderstanding happens with a co-worker you should:
    • A. 

      Be honest and admit there is a problem

    • B. 

      Work together to come up with solutions

    • C. 

      Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

    • D. 

      Both A and B


  • 23. 
    When a misunderstanding happens with a customer you should:
    • A. 

      Apologize for the error even though it may not have been your error

    • B. 

      Tell them it was some one else' s fault

    • C. 

      Ask them what you can do to make them happy

    • D. 

      Both A and C


  • 24. 
    When working on a team it is important to:
    • A. 

      Take credit for all the parts of the projects that you contributed especially if the project was successful

    • B. 

      Make sure to blame the ones that did not do their part if the project was unsuccessful

    • C. 

      Ensure that you are the leader of the project because that person will get all the praise

    • D. 

      Share responsibility for both the success and challenges that occurred during the project


  • 25. 
    When learning a new job,it is important to:
    • A. 

      Ask questions on anything you do not totally understand

    • B. 

      Understand the importance of the order of steps to be completed

    • C. 

      Find out where the break room is

    • D. 

      Realize that if you make a mistake,many people before you probably made the same mistake


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