Basic Computer Skills And CSR Assessment

31 Questions | Total Attempts: 38

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Basic Computer Skills And CSR Assessment

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

  • 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

  • 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."

  • 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.

  • 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."

  • 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.

  • 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.

  • 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.

  • 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.

  • 10. 
    To understand customers, you need to get close to them, stay tuned in to them, and think like them.
    • A. 

      True

    • B. 

      False

  • 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.

  • 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.

  • 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

  • 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

  • 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

  • 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?

  • 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

  • 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

  • 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

  • 20. 
    Which programs are Web Browsers
    • A. 

      Internet explorer, mozilla firefox

    • B. 

      Microsoft word, adobe reader

    • C. 

      Java, microsoft outlook

    • D. 

      My documents, email

  • 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

  • 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

  • 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

  • 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

  • 25. 
    In a web browser, a tab and a window are the same thing
    • A. 

      True

    • B. 

      False

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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