Customer Service Quiz
25 Questions I 1312 Attempts I Created By edwarda2436 1512 days agoThis quiz tests the basic understanding of customer service information gained in the customer service training class.
Question Excerpt From Customer Service Quiz
| Q.1) | What is the first thing that you should do when making eye contact with a customer? |
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| Q.2) | When selling alcohol or tobacco products, name two forms of identification of age that are acceptable. |
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| Q.3) | What are the two main purposes of a bar code? |
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| Q.4) | What is the maximum amout of times that the phone should ring before being answered? |
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| Q.5) |
Red rules are |
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| Q.6) | Customer satisfaction is a step_____________________ customer service. |
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| Q.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 _____________ |
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| Q.8) | An external customer ________________________ while an internal customer is/are ____________. |
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| Q.9) | When dealing with a difficult customer it is important to remember_________________. |
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| Q.10) | Customers are not always right, but they are always____________________________. |
| Q.11) | It is important to make eye contact with a customer because? |
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| Q.12) | What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring? |
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| Q.13) | Walgreens has a model called our _________ service basics. |
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| Q.14) | What is Walgreens number one priority according to their mission statement? |
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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. |
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Closed questions are used to _____________________ |
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| Q.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. |
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| Q.18) | In face-to-face communications, ________ per cent of the communication you have with a customer is body language. |
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| Q.19) |
An effective way to approach a problem is: |
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| Q.20) | Communication is a give and take process. As a speaker it is your job to: |
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| Q.21) |
A supervisor may criticize an employee in order to: |
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| Q.22) | When a misunderstanding happens with a co-worker you should: |
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| Q.23) | When a misunderstanding happens with a customer you should: |
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| Q.24) |
When working on a team it is important to: |
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| Q.25) | When learning a new job, it is important to: |
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Related Topics
customer service
service training class
customer service information
Customer Service Quiz
basic understanding
