Check Your Customer Service Knowledge With This Quiz

12 Questions

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Customer Service Quizzes & Trivia

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Questions and Answers
  • 1. 
    As an employee in customer service, how would you learn your business? Check all that apply.
    • A. 

      Learn about your entire company operation.

    • B. 

      Learn only those products and services that are related to your job.

    • C. 

      Learn about the offerings of your competitors.

  • 2. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 3. 
    Which one of the following are not one of the key reasons for customer dissatisfaction?
    • A. 

      Employees who don't listen to what the customer is saying.

    • B. 

      Employees who ignore customers completely.

    • C. 

      Employees who don't follow up or follow through.

    • D. 

      Employees who ask too many questions.

  • 4. 
    Why should you smile every time you answer a phone call?
    • A. 

      Because you're laughing at your co-workers while picking up the phone

    • B. 

      Because the person on the other end of the line can tell that you are smiling

    • C. 

      Because it will relax the muscles in your face

    • D. 

      Because smiling is fun

    • E. 

      Because you are having a bad day

  • 5. 
    You should greet and say the company's name when you answer the phone
    • A. 

      True

    • B. 

      False

  • 6. 
    • A. 

      True

    • B. 

      False

  • 7. 
    Apologize to the customer even if the fault was done by another staff.
    • A. 

      True

    • B. 

      False

  • 8. 
    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

  • 9. 
    • 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

  • 10. 
    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

  • 11. 
    What is the maximum amout of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 12. 
    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