Effective Communication In Customer Service Industry

22 Questions  I  By Nicoleandzoe
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Customer Service Quizzes & Trivia
Taking this quiz will test your knowledge in the customer service industry and how well you communicate with your customers.

  
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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. 
    Customers who complain:
    • A. 

      Had unhappy childhoods

    • B. 

      Are genetically predisposed to be sourpusses

    • C. 

      Have trouble in their primary relationships

    • D. 

      Are doing you a service in identifying what isn’t working in your business or organization


  • 3. 
    What is the maximum amount of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4


  • 4. 
    Customer Service Culture is:
    • A. 

      A new form of yogurt where the lid removes itself for you

    • B. 

      Behavior being analyzed in a Petrie dish for contagions

    • C. 

      A mythical civilization in which everyone smiles and welcomes you when they meet

    • D. 

      An environment where customer service permeates the thinking of the entire company


  • 5. 
    Customer satisfaction is a step_____________________ customer service.

  • 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. 

      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


  • 7. 
    An external customer ________________________ while an internal customer is/are ____________.
    • A. 

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

    • B. 

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

    • C. 

      Are the people who work within your company; are the customers

    • D. 

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


  • 8. 
    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


  • 9. 
    A complaining customer is:
    • A. 

      Always right

    • B. 

      Almost right

    • C. 

      Often lying

    • D. 

      Always the customer


  • 10. 
    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


  • 11. 
    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


  • 12. 
    The service industry has a model called _________ steps to customer satisfaction.
    • A. 

      5

    • B. 

      6

    • C. 

      7

    • D. 

      8


  • 13. 
    What is the service industry’s number one priority?
    • A. 

      Return on investment to shareholders

    • B. 

      Customer service

    • C. 

      Technology advancement

    • D. 

      Growth opportunities for employees


  • 14. 
    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


  • 15. 
    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


  • 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. 

      38, 18

    • B. 

      7, 18

    • C. 

      18, 55

    • D. 

      82, 18


  • 17. 
    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


  • 18. 
    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


  • 19. 
    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


  • 20. 
    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


  • 21. 
    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


  • 22. 
    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


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