Basic Computer Skills And CSR Assessment

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Basic Computer Skills And CSR Assessment - Quiz

There is a lot of information that goes into a computer and this is why most businesses will shun away from hiring someone who is not computer literate in their organization. Below is a basic computer skills and CSR assessment quiz that is perfect if you are looking for employment. Give it a try and see if you stand a chance.


Questions and Answers
  • 1. 

    How do you attach files using Microsoft Outlook?

    • A.

      Click on the button labeled "Forward" and then "Open."

    • B.

      Click on the paper clip icon and then "Open."

    • C.

      Right click with the mouse and select "Follow Up."

    • D.

      This function cannot be done unless the file is at least 25MB

    Correct Answer
    B. Click on the paper clip icon and then "Open."
    Explanation
    To attach files using Microsoft Outlook, you need to click on the paper clip icon, which is the universal symbol for attaching files. After clicking on the paper clip icon, a menu will appear where you can select the "Open" option. This will allow you to browse your computer and select the file you want to attach.

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  • 2. 

    What is the best program to use for making a spread sheet?

    • A.

      Microsoft Word

    • B.

      Microsoft Publisher

    • C.

      Microsoft Powerpoint

    • D.

      Microsoft Excel

    Correct Answer
    D. Microsoft Excel
    Explanation
    Microsoft Excel is the best program to use for making a spreadsheet because it is specifically designed for creating, organizing, and manipulating data in a tabular format. It offers a wide range of features and functions that allow users to perform complex calculations, create charts and graphs, and analyze data effectively. Unlike Microsoft Word, Publisher, and PowerPoint, which are primarily used for creating documents, brochures, and presentations respectively, Microsoft Excel is the most suitable and widely used software for spreadsheet creation and data management.

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  • 3. 

    How would you print one paragraph of text from a web page without printing the whole page?

    • A.

      Go to file and click "Print Preview."

    • B.

      Go to file and click "Print." Check the box labeled "Print Selection," then click "Print."

    • C.

      Press the "print" button on the toolbar at the top of the screen.

    • D.

      Highlight the text you want to print. Press the "Print" button on the toolbar at the top of the screen.

    • E.

      Highlight the text you want to print. Go to file and click "Print." Check the box labeled "Print Selection," then click "Print."

    Correct Answer
    E. Highlight the text you want to print. Go to file and click "Print." Check the box labeled "Print Selection," then click "Print."
    Explanation
    To print one paragraph of text from a web page without printing the whole page, you need to first highlight the text you want to print. Then, go to the "File" menu and click on "Print." In the print settings, check the box labeled "Print Selection" to ensure that only the highlighted text will be printed. Finally, click on the "Print" button to start the printing process.

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  • 4. 

    How do you properly shut down a computer?

    • A.

      Press the power switch on the front of the CPU to turn off the machine.

    • B.

      Press the power button on the front of the monitor.

    • C.

      Go to the "Start" button and select "Shut Down."

    • D.

      Go to the "Start" button and select "Log Off."

    • E.

      Press the "Shut Down" key on the keyboard.

    Correct Answer
    C. Go to the "Start" button and select "Shut Down."
    Explanation
    The proper way to shut down a computer is to go to the "Start" button and select "Shut Down." This option allows the computer to go through the necessary processes to safely shut down all programs and processes before turning off. Pressing the power switch on the front of the CPU or the power button on the front of the monitor may result in an abrupt shutdown, which can lead to data loss or potential damage to the computer. Pressing the "Shut Down" key on the keyboard may not be a universally recognized method and may vary depending on the computer's configuration.

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  • 5. 

    How do you rename a file saved on your computer?

    • A.

      Right click on the file name and choose "Rename File." Type the new file name.

    • B.

      Left click on the file name and choose "Rename File." Type the new file name.

    • C.

      Open the file. Click "Edit" at the top left of the screen and select "Rename."

    • D.

      Open the file. Click "File" at the top left of the screen and select "Save."

    • E.

      Open the file. Click "File" at the top left of the screen and select "Rename."

    Correct Answer
    A. Right click on the file name and choose "Rename File." Type the new file name.
    Explanation
    To rename a file saved on your computer, you can right-click on the file name and select "Rename File." Then, you can simply type the new desired file name.

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  • 6. 

    How do you select text to copy or delete in a word document?

    • A.

      Go to "Edit" at the top of the screen and select "Copy."

    • B.

      Place the cursor at the beginning of the text you wish to highlight, press the left mouse button and drag the mouse across the text.

    • C.

      Use the backspace key until the cursor reaches the text you wish to select. Press "Ctrl" to select the text.

    • D.

      Press the "Page Up" key on the keyboard.

    • E.

      Place the cursor at the beginning of the text you wish to highlight, press the right mouse button and drag the mouse across the text.

    Correct Answer
    E. Place the cursor at the beginning of the text you wish to highlight, press the right mouse button and drag the mouse across the text.
    Explanation
    To select text to copy or delete in a Word document, you need to place the cursor at the beginning of the desired text, press the right mouse button, and then drag the mouse across the text. This action will highlight the text, allowing you to perform the desired action such as copying or deleting it.

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  • 7. 

    What happens when you press "Ctrl-Alt-Delete"?

    • A.

      The computer will self-destruct.

    • B.

      The program you are using will close.

    • C.

      Your active window will close.

    • D.

      The computer will restart.

    • E.

      A menu of programs available on the computer will pop up on the desktop.

    Correct Answer
    E. A menu of programs available on the computer will pop up on the desktop.
    Explanation
    Pressing "Ctrl-Alt-Delete" on a computer will bring up a menu of programs available on the computer. This menu, known as the Task Manager, allows the user to view and manage running programs, end unresponsive tasks, and access other system utilities. It is a useful tool for troubleshooting and managing the computer's performance.

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  • 8. 

    How do you open a program such a microsoft word when there are no icons on the desktop?

    • A.

      Double click on the desktop to reveal hidden icons.

    • B.

      Click the start button and select the program from the menu.

    • C.

      Use a keyboard command.

    • D.

      It's not possible to open a program when there are no icons on the desktop.

    • E.

      Restart the computer.

    Correct Answer
    B. Click the start button and select the program from the menu.
    Explanation
    To open a program such as Microsoft Word when there are no icons on the desktop, you can click the start button, typically located in the bottom left corner of the screen, and then select the program from the menu that appears. This will allow you to access and open the desired program without relying on desktop icons.

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  • 9. 

    What are the key reasons for customer dissatisfaction? Check all that apply.

    • 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.

    Correct Answer(s)
    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.
    Explanation
    The key reasons for customer dissatisfaction include employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors can make customers feel unheard, unimportant, and frustrated, leading to dissatisfaction with the overall customer experience. Asking too many questions is not mentioned as a key reason for customer dissatisfaction in the given options.

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  • 10. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    This statement suggests that in order to understand customers, one must establish a close relationship with them, remain attentive to their needs and preferences, and adopt their perspective. This implies that understanding customers requires empathy, active listening, and a deep understanding of their behaviors and motivations.

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  • 11. 

    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.

    Correct Answer(s)
    A. Greet the customer, and give your name.
    B. Make eye contact and smile to show your positive attitude.
    Explanation
    The employees should greet the customer and give their name as a way to establish a friendly and welcoming atmosphere. Making eye contact and smiling shows a positive attitude and makes the customer feel valued and acknowledged. Asking the customer to wait while finishing a conversation with a co-worker is not a recommended action as it can make the customer feel ignored or unimportant.

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  • 12. 

    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.

    Correct Answer(s)
    A. Learn about your entire company operation.
    C. Learn about the offerings of your competitors.
    Explanation
    To be effective in customer service, it is important to have a comprehensive understanding of your company's operations. This includes knowledge about various departments, processes, and how different functions contribute to the overall functioning of the organization. Additionally, learning about the offerings of competitors helps in understanding the market landscape, identifying areas of improvement, and staying updated with industry trends. By having knowledge about both your company's operations and competitors' offerings, you can provide better assistance to customers, anticipate their needs, and offer relevant solutions.

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  • 13. 

    To develop rapport you should do the following:

    • A.

      Smile

    • B.

      Make Eye contact

    • C.

      Point your heart towards them

    • D.

      Listen

    • E.

      Tell them everything you know about a product or service

    Correct Answer(s)
    A. Smile
    B. Make Eye contact
    C. Point your heart towards them
    D. Listen
    Explanation
    You want to tell them what will meet their needs, not everything you know.

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  • 14. 

    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

    Correct Answer
    C. Ask them what the problem is
    Explanation
    To effectively assist a customer with a problem or query, it is essential to engage with them and ask them what the problem is. This approach allows for clear communication and understanding of the issue at hand, enabling the customer service representative to provide appropriate solutions or guidance. Ignoring the customer or waiting for them to seek help from someone else would only worsen their experience and potentially damage the customer-business relationship.

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  • 15. 

    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

    Correct Answer
    B. Ask a colleague or supervisor
    Explanation
    If you are unable to answer the customer's question or problem, asking a colleague or supervisor for assistance is a good course of action. This shows that you are willing to seek help and find a solution for the customer. It also ensures that the customer's needs are addressed in a timely and accurate manner, even if you do not have the answer yourself.

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  • 16. 

    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?

    Correct Answer(s)
    A. May I help you?
    B. What are you looking for today?
    C. Did you find everything your were looking for today?
    Explanation
    These questions are appropriate for customer service interactions as they aim to assist and understand the customer's needs. "May I help you?" is a polite and open-ended question that allows the customer to express their requirements. "What are you looking for today?" helps the customer articulate their specific needs and allows the representative to provide targeted assistance. "Did you find everything you were looking for today?" ensures that the customer's needs were met and provides an opportunity to address any unresolved concerns. The last two questions, "What's wrong?" and "Are you crazy?" are inappropriate and unprofessional in a customer service context.

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  • 17. 

    How do you open a program that is on the desktop using the mouse?

    • A.

      Click the left mouse button once

    • B.

      Click the right mouse button once

    • C.

      Hover over the program for 5 seconds

    • D.

      Double click the program with left mouse button

    Correct Answer
    D. Double click the program with left mouse button
    Explanation
    To open a program that is on the desktop using the mouse, you need to double click the program with the left mouse button. Double clicking refers to quickly pressing the left mouse button twice in succession. This action is commonly used to open files, folders, and applications on a computer.

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  • 18. 

    What does it mean to minimize a window?

    • A.

      Keep the window open, but out of sight

    • B.

      Close the window

    • C.

      Change the window

    • D.

      Make the window smaller

    Correct Answer
    A. Keep the window open, but out of sight
    Explanation
    Minimizing a window means keeping the window open but out of sight. This action allows the user to temporarily hide the window from view without closing it completely. The window is typically represented by a small icon or thumbnail on the taskbar or dock, making it easily accessible when needed. This feature is commonly used to declutter the desktop or switch between multiple open windows efficiently.

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  • 19. 

    To make a section of text bold in Word, what do you need to do first?

    • A.

      Turn on the bold option

    • B.

      Underline the text

    • C.

      Highlight the text

    • D.

      Single click on the text

    Correct Answer
    C. Highlight the text
    Explanation
    To make a section of text bold in Word, you first need to highlight the text. By selecting the desired text, you can then apply formatting options such as bolding the text.

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  • 20. 

    Which programs are Web Browsers

    • A.

      Internet explorer, mozilla firefox

    • B.

      Microsoft word, adobe reader

    • C.

      Java, microsoft outlook

    • D.

      My documents, email

    Correct Answer
    A. Internet explorer, mozilla firefox
    Explanation
    The correct answer is internet explorer and mozilla firefox because both of them are commonly used web browsers. They allow users to access and navigate websites on the internet, view web pages, and interact with online content. On the other hand, programs like Microsoft Word, Adobe Reader, Java, Microsoft Outlook, My Documents, and Email are not web browsers. They serve different purposes such as word processing, document viewing, programming, email management, and file organization.

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  • 21. 

    How do you cancel something you sent to the printer?

    • A.

      Close the document you wanted to print

    • B.

      Open the printer queue on the bottom right taskbar and cancel the job

    • C.

      Unplug the printer

    • D.

      Open the print dialog box in Word and click the 'Stop' button

    Correct Answer
    B. Open the printer queue on the bottom right taskbar and cancel the job
    Explanation
    To cancel something that has been sent to the printer, you need to open the printer queue on the bottom right taskbar and cancel the job. The printer queue is a list of documents that are waiting to be printed. By accessing the printer queue, you can select the specific document you want to cancel and remove it from the printing process. This allows you to prevent the document from being printed without the need to unplug the printer or close any other applications.

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  • 22. 

    How can you resize a window to whatever size you want?

    • A.

      Clicking the '_' icon on the top right of the window

    • B.

      By going to 'Window' then 'Resize'

    • C.

      You cannot make it any size you want, only full-screen or minimized

    • D.

      By clicking and dragging on the bottom right corner of the window

    Correct Answer
    D. By clicking and dragging on the bottom right corner of the window
    Explanation
    To resize a window to whatever size you want, you can click and drag on the bottom right corner of the window. By doing so, you can adjust the dimensions of the window according to your preference. This allows you to make the window larger or smaller as needed, giving you control over its size.

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  • 23. 

    What does the 'Reply-All' button in Email do?

    • A.

      It will send an email to all of the recipients of the original message

    • B.

      It will send all of the message to the original sender

    • C.

      It will send an email to everyone in your address book

    Correct Answer
    A. It will send an email to all of the recipients of the original message
    Explanation
    The 'Reply-All' button in Email allows the user to send a response to all of the recipients of the original message. This means that when the button is clicked, the email will be sent to everyone who was included in the original email thread. It is a convenient feature for group conversations or when the response is relevant to all recipients. However, it is important to use this button carefully to avoid spamming or sharing sensitive information with unintended recipients.

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  • 24. 

    What is the best way to protect your computer while eating at your workstation?

    • A.

      Cover your keyboard with a napkin

    • B.

      You should not be eating at your workstation

    • C.

      Push all of the computer stuff to the back of the desk

    • D.

      Just turn the computer off while eating

    Correct Answer
    B. You should not be eating at your workstation
    Explanation
    Eating at your workstation can pose several risks to your computer. Food particles can fall into the keyboard, causing damage and potentially leading to malfunction. Additionally, spills can occur, leading to liquid damage or short circuits. It is best to avoid eating at your workstation to protect your computer from these potential hazards.

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  • 25. 

    In a web browser, a tab and a window are the same thing

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    A tab and a window in a web browser are not the same thing. A tab is a separate section within a single browser window that allows the user to open multiple webpages simultaneously. On the other hand, a window refers to the entire browser interface, including all open tabs. Tabs provide a convenient way to switch between different webpages within the same window, while windows allow for separate instances of the browser to be open at the same time.

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  • 26. 

    When asked to refresh a web page, just re-typing the URL into the address bar will always accomplish the same thing.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Re-typing the URL into the address bar will not always accomplish the same thing as refreshing a web page. Refreshing a web page typically involves sending a request to the server to reload the page and retrieve the most up-to-date version, while re-typing the URL will simply navigate to the same page without necessarily reloading it.

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  • 27. 

    One need of an angry or upset customer is

    • A.

      That they want to be acknowledged

    • B.

      That they want to get what they can for free

    • C.

      To upset as many people as possible

    • D.

      To have an alcoholic drink to calm their nerves

    Correct Answer
    A. That they want to be acknowledged
    Explanation
    When a customer is angry or upset, one of their needs is to be acknowledged. This means that they want their feelings and concerns to be recognized and taken seriously by the company or individual they are dealing with. Acknowledging the customer's emotions can help in de-escalating the situation and building trust. It shows that their concerns are being heard and that steps will be taken to address them. By acknowledging the customer, the company can work towards finding a solution and satisfying their needs.

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  • 28. 

    It is important to communicate with an angry or upset customer in a respectful manner

    • A.

      So that they do not hit you

    • B.

      So that you look the bigger person in the situation

    • C.

      As problems can escalate as one person triggers the other

    • D.

      So that you are not reported to senior management

    Correct Answer
    C. As problems can escalate as one person triggers the other
    Explanation
    When dealing with an angry or upset customer, it is crucial to communicate with them in a respectful manner to prevent the situation from escalating. If one person responds in a negative or confrontational way, it can trigger the other person to react even more strongly, leading to further problems. By maintaining a respectful approach, it is possible to defuse the situation and find a resolution more effectively.

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  • 29. 

    It is important to recognize the needs of the customer so that

    • A.

      We can predict what they want from us

    • B.

      We can sell them extra items

    • C.

      They don't upset us

    • D.

      We can provide them with the best service possible

    Correct Answer
    D. We can provide them with the best service possible
    Explanation
    Recognizing the needs of the customer allows us to understand their preferences and expectations. By doing so, we can tailor our services to meet their specific requirements, ensuring that they receive the highest level of service possible. This helps to build customer satisfaction and loyalty, ultimately leading to repeat business and positive word-of-mouth recommendations.

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  • 30. 

    Which of the following is an appropriate response for an angry or upset customer?

    • A.

      I can't help you

    • B.

      If you bear with me I will see what we can do for you

    • C.

      That's not my problem

    • D.

      It's your own fault anyway, I'm not giving you anything

    Correct Answer
    B. If you bear with me I will see what we can do for you
    Explanation
    The appropriate response for an angry or upset customer is to show empathy and willingness to assist. By saying "If you bear with me I will see what we can do for you," the person acknowledges the customer's frustration and assures them that they will try to find a solution. This response demonstrates a positive attitude and a commitment to resolving the issue, which can help de-escalate the situation and improve customer satisfaction.

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  • 31. 

    One characteristic of an angry or upset customer could be that they feel

    • A.

      Suicidal

    • B.

      As though they need a drink

    • C.

      Frustrated

    • D.

      Unloved

    Correct Answer
    C. Frustrated
    Explanation
    An angry or upset customer may exhibit the characteristic of feeling frustrated. This emotion is commonly associated with being dissatisfied, annoyed, or irritated due to a perceived problem or issue. Frustration can arise from unmet expectations, poor customer service, or a variety of other factors. It is a common response when customers feel that their needs or concerns are not being adequately addressed or resolved.

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