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Customer Service Quiz

25 Questions  I  By Edwarda2436
Customer Service Quiz
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

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