Ultimate Trivia Quiz On AODA Customer Service Training!

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Ultimate Trivia Quiz On AODA Customer Service Training! - Quiz

Ultimate Trivia Quiz on AODA Customer Service Training! There are a lot of people living with disabilities, and there are some things that a customer service agent will be expected to clarify some facts to them. The quiz below will help you review what you learned from the training you have undergone. Do give it a shot and see what you may have forgotten.


Questions and Answers
  • 1. 

    Which of the following is NOT a disability?

    • A.

      Dyslexia

    • B.

      Speaking a foreign language

    • C.

      Multiple Sclerosis

    • D.

      Arthritis

    Correct Answer
    B. Speaking a foreign language
    Explanation
    Speaking a foreign language is not considered a disability because it does not impair a person's ability to function in their daily life or limit their participation in society. Dyslexia, Multiple Sclerosis, and Arthritis are all conditions that can affect a person's physical or cognitive abilities, making them disabilities. However, speaking a foreign language is a skill that can be learned and does not inherently hinder a person's ability to communicate or perform tasks.

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  • 2. 

    If you receive a complaint from a customer regarding AODA, what should you do? 

    • A.

      Nothing, It is the customers’ responsibility to get in touch with the right person.

    • B.

      Tell the customer you can forward the complaint to the Chief Operating Officer and record their contact information.

    • C.

      Encourage the customer to email, call or write to the Chief Operating Officer.

    • D.

      Tell them to forward the complaint to the Accessibility Directorate of Ontario.

    Correct Answer(s)
    B. Tell the customer you can forward the complaint to the Chief Operating Officer and record their contact information.
    C. Encourage the customer to email, call or write to the Chief Operating Officer.
    Explanation
    If a customer complains about AODA, the appropriate response is to offer to forward the complaint to the Chief Operating Officer and record the customer's contact information. This shows that the company takes the complaint seriously and is willing to address the issue. Additionally, encouraging the customer to directly contact the Chief Operating Officer through email, call, or written communication provides a direct line of communication for the customer to express their concerns and ensures that their complaint is properly received and addressed.

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  • 3. 

    Which of the following should you NOT do when serving a customer with a disability?

    • A.

      Speak directly to your customer, not to their support person or companion.

    • B.

      Grab the arm of your customer with vision loss and pull them to where they have to go.

    • C.

      If your customer uses a hearing aid, reduce background noise or move to a quieter area.

    • D.

      Ask your customer to repeat information if you didn’t understand the first time.

    Correct Answer
    B. Grab the arm of your customer with vision loss and pull them to where they have to go.
    Explanation
    When serving a customer with a disability, it is important to treat them with respect and dignity. Grabbing the arm of a customer with vision loss and pulling them to where they have to go is not appropriate behavior. This can be seen as intrusive and disrespectful. Instead, it is recommended to ask the customer if they need any assistance and offer your arm for guidance if they accept. It is important to always respect the customer's personal space and autonomy.

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  • 4. 

    A barrier is anything that keeps someone with a disability from fully participating in all aspects of society due to their disability. The following is NOT an example of a barrier:

    • A.

      Attitude

    • B.

      Systemic

    • C.

      Structural

    • D.

      Policy

    Correct Answer
    D. Policy
    Explanation
    Policy is not an example of a barrier because it refers to rules, guidelines, and procedures that are put in place to ensure equal access and opportunities for individuals with disabilities. Policies are meant to address and remove barriers, rather than create them. Attitude, systemic, and structural barriers, on the other hand, refer to negative perceptions, discriminatory practices, and physical obstacles that limit the full participation of individuals with disabilities in society.

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  • 5. 

    The term “disability” only applies to people who use wheelchairs. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because the term "disability" does not only apply to people who use wheelchairs. Disability is a broad term that encompasses various impairments, limitations, or restrictions that affect a person's ability to engage in everyday activities. It includes physical, sensory, cognitive, and intellectual disabilities, among others. Therefore, people with disabilities can have a wide range of conditions and may or may not use wheelchairs.

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  • 6. 

    Avoiding someone because of their disability is a barrier in attitude.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Avoiding someone because of their disability is considered a barrier in attitude because it reflects a negative and discriminatory mindset towards individuals with disabilities. It perpetuates stigmatization and exclusion, hindering social inclusion and equality. This attitude barrier can prevent individuals with disabilities from fully participating in society and accessing equal opportunities. It is important to promote inclusivity, acceptance, and understanding towards people with disabilities to break down these barriers and create a more inclusive and accessible environment for all.

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  • 7. 

    You should not ask your customer to repeat themselves if you do not understand them the first time because it might offend them. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Asking a customer to repeat themselves if you do not understand them the first time is not offensive. It is actually a common practice in customer service to ensure clear communication and avoid any misunderstandings. By asking for clarification, you show that you value the customer's input and are committed to providing them with the best possible service. It is important to create a positive and efficient customer experience, and asking for repetition when necessary is a part of achieving that goal.

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  • 8. 

    You can always tell when someone has a disability.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because it is not always possible to tell if someone has a disability just by looking at them. Disabilities can be invisible or not immediately apparent, such as hearing impairments, chronic pain, or mental health conditions. It is important to remember that disabilities come in many forms and may not be visible to others.

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  • 9. 

    When must notice be given that there is a service disruption? 

    • A.

      When the power goes out in the building.

    • B.

      When there is a strike by employees.

    • C.

      When the office is closed for renovations.

    • D.

      When the owner is on vacation.

    Correct Answer(s)
    A. When the power goes out in the building.
    B. When there is a strike by employees.
    C. When the office is closed for renovations.
    Explanation
    Notice must be given in the event of a service disruption, such as when the power goes out in the building, when there is a strike by employees, or when the office is closed for renovations. These situations can affect the normal functioning of the service and may cause inconvenience to the users. Therefore, it is important to inform the users about these disruptions in advance so that they can make necessary arrangements or adjustments accordingly.

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  • 10. 

    The AODA customer service standard is a voluntary standard. Your business can decide whether or not to put it into practice. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The AODA customer service standard is not a voluntary standard. It is a mandatory standard that all businesses in Ontario must adhere to. Businesses are required to implement policies and procedures to ensure accessible customer service for people with disabilities. Therefore, the correct answer is False.

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