Customer Service Satisfaction Quiz Questions

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Customer Service Quizzes & Trivia

Questions and Answers
  • 1. 
    What are 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.

  • 2. 
    To understand customers, you need to get close to them, stay tuned in to them, and think like them.
    • A. 

      True

    • B. 

      False

  • 3. 
    Giving great customer service is a matter of doing
  • 4. 
    When a customer enters a busines the employees should do which of the following?  Check all the apply.
    • A. 

      Greet the customer, and give your name.

    • B. 

      Make eye contact and smile to show your positive attitude.

    • C. 

      Ask the customer to wait so that you may finish a conversation with a co-worker.

  • 5. 
    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.

  • 6. 
    If you are uncertain how to dress, stay on the conservative side.
    • A. 

      True

    • B. 

      False

  • 7. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 8. 
    Selling yourself means bragging on your accomplishments and your abilities.
    • A. 

      True

    • B. 

      False

  • 9. 
    There are times when it is in the best interest of the customer not to be honest.
    • A. 

      True

    • B. 

      False

  • 10. 
    What are some examples of objective measurements or concrete results?  Check all that apply.
    • A. 

      Sales figures

    • B. 

      Attendance

    • C. 

      Peer feedback

  • 11. 
    If you had a customer who had a problem or query, what might you do to help them?
    • A. 

      Ignor them

    • B. 

      Wait for them to ask someone else

    • C. 

      Ask them what the problem is

  • 12. 
    If you where unable to answer the customer's question, query or problem what might you do?
    • A. 

      Tell them to come back later

    • B. 

      Ask a colleague or supervisor

    • C. 

      Tell them you do not know the answer

  • 13. 
    What might give a customer a positive impression of yourself?
    • A. 

      Uniform and hygiene

    • B. 

      Body language

    • C. 

      Language used

    • D. 

      Telling customers you don't know the answer to their question

  • 14. 
    What might give a customer a negative impression of you or the company?
    • A. 

      Rude

    • B. 

      Ignor the customer

    • C. 

      Scruffy appearance

    • D. 

      Chat to colleagues all the time

    • E. 

      Asking questions all the time

  • 15. 
    What sort of questions might you be able to ask customers?
    • A. 

      May I help you?

    • B. 

      What are you looking for today?

    • C. 

      Did you find everything your were looking for today?

    • D. 

      What's wrong?

    • E. 

      Are you crazy?

  • 16. 
    Good customer service always involves...
    • A. 

      Giving the customer what they ask for.

    • B. 

      Listening to your customer and showing you care.

    • C. 

      Enforcing the rules.

  • 17. 
    Face to Face, what per cent of communication  is the words used?
    • A. 

      7%

    • B. 

      5%

    • C. 

      25%

  • 18. 
    You are talking to a customer over the phone, they are explaining a complicated query . You should...
    • A. 

      Tell the customer you can't help them, it sounds way too complicated.

    • B. 

      Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.

    • C. 

      Interrupt the customer to offer a solution to their query, they are taking too long!

  • 19. 
    If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?  
    • A. 

      You value their custom.

    • B. 

      You are too busy to help them.

    • C. 

      Your company has lots of business, so you must be giving good customer service.

  • 20. 
    When customers call to get support resolving queries, the best Customer Service Representative will be... 
    • A. 

      The employee who resolves their problem most quickly.

    • B. 

      The most knowledgeable employee.

    • C. 

      The employee who listens and shows they understand the customer's query and cares about resolving it.

  • 21. 
    When making eye contact with a customer, the first thing you should do is...
    • A. 

      Smile.

    • B. 

      Ask if you can help.

    • C. 

      Say hello.

  • 22. 
    A difficult customer is... 
    • A. 

      Always right.

    • B. 

      Never happy.

    • C. 

      Always the customer.

  • 23. 
    When a customer complains you should always... 
    • A. 

      Apologise.

    • B. 

      Defend your or the companies actions.

    • C. 

      Tell the customer it wasn't your fault.

  • 24. 
    You come into work and see some rubbish near the front door. You should...
    • A. 

      Pick it up, it would create a bad impression to customers.

    • B. 

      Leave it, it's the cleaners job.

    • C. 

      It's outside, it doesn't matter.

  • 25. 
    Your colleague is complaining about the team's Supervisor in front of their customer. Should you...  
    • A. 

      Let them carry on, the customer might feel sorry for you and leave a tip.

    • B. 

      Say nothing, you don't like the Team Supervisor either.

    • C. 

      Take them to one side away from the customer and politely ask them to stop.

  • 26. 
    A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?
    • A. 

      You need to call back next week. We will have your results then.

    • B. 

      The lab hasn't sent us your results. We'll call you when they come in.

    • C. 

      I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

    • D. 

      We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.

  • 27. 
    Customer loyalty is an emotional tie of trust.
    • A. 

      True

    • B. 

      False

  • 28. 
    Satisfied customers are usually loyal customers.
    • A. 

      True

    • B. 

      False

  • 29. 
    Which of the following phrases shows excellent customer service?
    • A. 

      I can...

    • B. 

      You need to...

    • C. 

      It's company policy.

    • D. 

      That's just the way it's done.

  • 30. 
    When listening actively, empathize to show the customer that you:
    • A. 

      Prefer to talk about yourself.

    • B. 

      Care about his or her concerns.

    • C. 

      Consider his or her problems unimportant.

    • D. 

      Have your own problems to deal with.

  • 31. 
    Which of the following statements is true?
    • A. 

      Keeping loyal customers is less expensive than finding new customers.

    • B. 

      Keeping loyal customers is more expensive than finding new customers.

    • C. 

      Keeping loyal customers and finding new customers are equally expensive.

  • 32. 
    When listening actively, affirm to show the customer that you:
    • A. 

      Are paying attention.

    • B. 

      Are busy with other matters.

    • C. 

      Have other customers to deal with.

    • D. 

      Are not responsible for his or her problems.

  • 33. 
    Which of the following is an excellent customer service practice?
    • A. 

      Not taking responsibility for a customer's problem.

    • B. 

      Blaming someone else for a customer's problem, and referring the customer to your supervisor.

    • C. 

      Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

    • D. 

      Following up with a customer to make sure his or her problem was corrected.

  • 34. 
    A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:
    • A. 

      Satisfied with the customer service at your facility.

    • B. 

      Delighted with the customer service at your facility.

    • C. 

      Dissatisfied with the customer service at your facility.

  • 35. 
    What is the maximum amout of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 36. 
    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

  • 37. 
    Customer satisfaction is a step_____________________ customer service.
    • A. 

      Below

    • B. 

      Around

    • C. 

      Into

    • D. 

      Beyond

  • 38. 
    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

  • 39. 
    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

  • 40. 
    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

  • 41. 
    Customers are not always right, but they are always____________________________.
  • 42. 
    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

  • 43. 
    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

  • 44. 
    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

  • 45. 
    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

  • 46. 
    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

  • 47. 
    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

  • 48. 
    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

  • 49. 
    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

  • 50. 
    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

  • 51. 
    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

  • 52. 
    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

  • 53. 
    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

  • 54. 
    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

  • 55. 
    You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and ask for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:
    • A. 

      Look at her in annoyance and say "what do you want?".

    • B. 

      Just look at her, take her order, and walk away.

    • C. 

      Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.

    • D. 

      Ask her if she would like her usual order. You have a small conversation with her and every time after that.

  • 56. 
    Later in the day at the grocery store a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:
    • A. 

      Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.

    • B. 

      Say "Yeah that happens sometimes. I'll get the manager"

    • C. 

      Say "I'm sure its not that bad, what do you want us to do?"

    • D. 

      Say nothing. You just walk away and go get the manager.

  • 57. 
    You are working at the grocery store as a cashier. As you are finishing up with a customer and bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a BBQ he is going to have. You are almost done with his items, and you see there are people lined up behind him. You: 
    • A. 

      Say "That's great, sir. I have customers behind you and I need to start working."

    • B. 

      Say nothing at all. You just ignore him and start to help the next customer.

    • C. 

      Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.

    • D. 

      Stop working and talk to him about his BBQ. You keep talking to him for several minutes.

  • 58. 
    Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her sick son at home. She asks you a few question about different medications are you are very helpful. She leaves and is thankful for all your help. You: 
    • A. 

      Say "bye" as she leaves.

    • B. 

      Call the customer in a few days and ask her if her son is feeling better. Ask her if she needs an refill on his prescription or any other medication.

    • C. 

      Tell her you hope her son feels better

    • D. 

      Hand her the medication and just walk away.

  • 59. 
    As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?
    • A. 

      Ignore her and continue to assist the client.

    • B. 

      Get on the phone and request assistance from a department administrator.

    • C. 

      Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."

    • D. 

      Ask another employee to help the client while you escort Mrs. W. to a room away from the public area

  • 60. 
    When it comes to conflict:
    • A. 

      I can "agree to disagree". I accept that other people have different viewpoints than my own

    • B. 

      Even though I usually think I am right, I can accept that others have different viewpoints.

    • C. 

      I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right

  • 61. 
    Your friend/co-worker starts to get on your nerves. What would be your most likely response?
    • A. 

      Would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.

    • B. 

      I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.

    • C. 

      I would avoid that person until s/he got the point that I need a break

    • D. 

      I would explain what is bothering me, and ask for some time to myself.

  • 62. 
    When having a disagreement, I typically:
    • A. 

      Lower my voice to an ominous whisper

    • B. 

      Maintain a normal voice level.

    • C. 

      Raise my voice slightly.

    • D. 

      Raise my voice level markedly

  • 63. 
    When conversing with a person who takes forever to get to the point:
    • A. 

      I keep myself from finishing his/her sentences

    • B. 

      I try not to finish his/her sentences but do not always succeed.

    • C. 

      I tell them to hurry up and get to the point.

    • D. 

      I finish his/her sentences for him/her.

  • 64. 
    At the tail end of Saturday morning of errands, I leave my husband and daughter in the car while I dash into Chik-Fil-A. The plan was to give my 15-month old Cara her first taste of the chain’s tasty signature chicken sandwich before getting her down for a nap. We would all share in a large box of fries. We arrive home to disappointment: the wrong bag, containing a cheese burger and a small waffle fries. I call Chik-Fil-A to complain. What should the result be?
    • A. 

      I’m put on hold for 10 minutes and hang up in disgust.

    • B. 

      Chik-Fil-A offers to refund my money if I bring back the grilled sandwich and fries. But, the fries were hot and crispy even if there weren’t enough of them

    • C. 

      They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.

    • D. 

      I get through to the drive through, who has no clue what I’m talking about.

  • 65. 
     Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?
    • A. 

      Glad, I like mentoring others.

    • B. 

      Angry, I don’t have time to babysit.

    • C. 

      Annoyed, I can work faster on my own.

    • D. 

      Indifferent, I’ll teach them what I can within the deadline.

  • 66. 
    Two passengers are arguing that they have the same seat on an airplane flight.  What should the flight attendant do first?
    • A. 

      Ask one passenger to volunteer to take a later flight

    • B. 

      Ask both passengers to immediately exit the plane

    • C. 

      Let the passengers work through the issue themselves

    • D. 

      Listen to the passengers explain the problem then ask to see their tickets

  • 67. 
    A customer buys eight $2.99 candy bars on sale for $.99.  The register rings full prices of $2.99. What should the associate do first?
    • A. 

      Since the register rung up $2.99, ask the customer to pay full price.

    • B. 

      Tell the customer the sale is over, and the sale price can no longer be honored

    • C. 

      Void the sale and ring up the candy bar at the sale price

    • D. 

      Ask the customer to prove that the item is on sale

  • 68. 
    A toy store is running a promotion.  Customers who spend more that $100.00 at the store will receive 10% off the total purchase.  A customer asks the associate what the total will be if she buys a bicycle for  $159.99.  Before taxes, her total will be approximately:
    • A. 

      $100.00

    • B. 

      $ 139.00

    • C. 

      $ 144.00

    • D. 

      $ 150.00

  • 69. 
    A customer calls a banking center to report that the ATM fees on his account are incorrect.  During  the call, the call center computer system goes down, making it impossile to check the customes's account.  What should the call center associate do?
    • A. 

      Apologize to the customer for the inconvenience, and suggest the customer use on-line banking instead

    • B. 

      Apologize to the customer for the inconvenience, and tell the customer to try calling in about an hour when the system may be working

    • C. 

      Apologize to the customer for the inconvenience, and offer to call the customer back when the system is working

    • D. 

      Apologize to the customer for the inconvenience, and put the customer on hold and hope that the computer system will be working soon.

  • 70. 
    A customer arrives to pick up a stereo from the repair department.  The customer states that the repair department called earlier to tell him the stereo was ready.  However, the stereo cannot be located.  After twenty minutes, the customer is angry.  What should the associate do?
    • A. 

      Refer the customer to a competitor

    • B. 

      Tell the customer you are sorry, the call was a mistake

    • C. 

      Apologize and offer to locate and then deliver the stereo

    • D. 

      Sell the customer a better a new stereo at a reduced price

  • 71. 
    A customer enters the store with a dog.  Animals are not allowed in the store.  The customer appears to be blind.  What should the associate do?
    • A. 

      Wait until the customer ask for help

    • B. 

      Offer to help the customer

    • C. 

      Tell the customer that dogs are not allowed in the store

    • D. 

      Stay out of the customer’s way

  • 72. 
    A Customer Service Representative in the credit services department takes a call from an angry customer.  The customer was charged three times for the same transaction.  What should the representative do?
    • A. 

      Immediately transfer the call to the manager

    • B. 

      Put the customer on hold and explain the situation to the manager before transferring the call

    • C. 

      Listen to the customer and tell them to come into the office

    • D. 

      Listen, empathize, and fix the problem

  • 73. 
    A customer calls and ask an associate to search for an item.  The associate knows that the item is not in the store.  The BEST approach to serving ths customer is:
    • A. 

      Apologize and end the call

    • B. 

      Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee

    • C. 

      Suggest that the customer check with a competitor

    • D. 

      Suggest that the customer check back in a couple of weeks

  • 74. 
    A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00AM  and noon.  At 1:00 PM the customer calls to report that the sofa has not been delivered and she must leave the house.  How should the Customer Service Associate respond?
    • A. 

      Apologize and arrange to deliver the sofa at the next convenient time for the customer

    • B. 

      Tell the customer that she should have called earlier so that the associate could’ve had enough time to deal with the problem.

    • C. 

      Explain to the customer that deliveries often run behind schedule

    • D. 

      Tell the customer to call the delivery department

  • 75. 
    An associate has read the following safety information in a product manual:
    • Do not use near water
    • That it is simple for use by children under the age of ten.
    • Do not operate for more than 30 minutes
    • Always unplug immediately after use
    A customer comes in to buy the product and says the gift is for a grandchild. What should the associate do first?
    • A. 

      Ask the customer the age of the grandchild

    • B. 

      Sell the product to the customer.

    • C. 

      Give the product information to the customer to read.

    • D. 

      Try to interest the customer in the carrying case for the product.

  • 76. 
    An employee of a small company has duties include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?
    • A. 

      Tell the customer he doesn’t know the answer to that question and politely end the call.

    • B. 

      With the customer on hold search for the answers quickly while the customer holds.

    • C. 

      Give the customer as much an answer as possible based on the knowledge he has.

    • D. 

      Offer the customer a choice of holding while he finds the answer or receiving a call back.

  • 77. 
    A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate put the customer on hold, the prescription is located nut, before he can get back to the call, several customers come into the store. They approach and ask for assistance. What should the associate do?
    • A. 

      Get back to the phone after serving the in-store customers

    • B. 

      Ask another associate to talk with the customer on hold.

    • C. 

      Immediately get back to the customer on hold.

    • D. 

      Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.

  • 78. 
    An irate customer enters an auto parts store to return the car starter he bought and installed yesterday. The customer missed work today because the starter did not work. Which of the following should be associated first?
    • A. 

      Express genuine concern that the customer's needs to be met.

    • B. 

      Review the installation instructions with the customer.

    • C. 

      Refer the customer to the manager.

    • D. 

      Ask to see the receipt for the starter.

  • 79. 
    Time Management SkillsDo not waste time trying to solve a problem you do not know how to resolve, the trick here is t0 know when you cannot help a customer and
    • A. 

      Get them to someone who can solve the problem

    • B. 

      Try to help them anyway

    • C. 

      Tell them tough luck

    • D. 

      Blow up canada

  • 80. 
    We should make sure to show great tenacity and willingness to do what needs to be done
    • A. 

      True

    • B. 

      False