Cebu Module 5 Service Skills Quiz

16 Questions | Total Attempts: 110

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Cebu Module 5 Service Skills Quiz

Test your knowledge of Module 5: Service Skills. Good luck!


Questions and Answers
  • 1. 
    What are some ways you can be a good listener to your customer? Check all that apply.
    • A. 

      Make sure to talk over them.

    • B. 

      Paraphrase what they are saying

    • C. 

      Avoid distractions

    • D. 

      Don't focus on tone, accent, etc.

  • 2. 
    Your tone of voice is as important as the words you choose.
    • A. 

      False

    • B. 

      True

  • 3. 
    What are the steps to successful hold technique? Check all that apply.
    • A. 

      Ask your customer's permission to place them on hold

    • B. 

      Provide your customer with a realistic time frame and a reason for the hold

    • C. 

      Thank your customer for holding when you take them off hold.

  • 4. 
    What is jargon? Define it, and give an example.
  • 5. 
    ACE stands for:
    • A. 

      Answer, Call, Educate

    • B. 

      Ask Questions, Communicate, Engage

    • C. 

      Always be polite, Communicate, Enunciate

  • 6. 
    Which of the following CSRs is presenting BuySeasons in a positive manner?
    • A. 

      Antoine telling the customer not to worry, and that this happens all the time.

    • B. 

      Bob letting the customer know that his computer is extremely slow

    • C. 

      Angela informing the customer that the late delivery is due to UPS's error.

    • D. 

      Sandra apologizing to the customer for the missing item, and helping to resolve the issue.

  • 7. 
    What can you say to convey to a customer that you are willing to help them with an issue?
  • 8. 
    ________ means to identify with the feelings, thoughts and attitudes of another.
    • A. 

      Apathy

    • B. 

      Empathy

    • C. 

      Compassion

    • D. 

      Courtesy

  • 9. 
    Even if you do not always know the correct answer to a customer's question, you can always:
    • A. 

      Fake it

    • B. 

      Lie to them

    • C. 

      Make something up

  • 10. 
    Which of the following phrases convey enthusiasm? Check all that apply.
    • A. 

      "Your daughter will be adorable in that!"

    • B. 

      "That is one of our most popular items!"

    • C. 

      "I understand."

    • D. 

      "I recommend this adorable theme to all of my customers!"

  • 11. 
    Communicating clearly and effectively can be as simple as slowing down and enunciating your words.
    • A. 

      True

    • B. 

      False

  • 12. 
    A customer calls in upset and frustrated that her package did not arrive in time. Which of the following phrases best shows empathy?
    • A. 

      "Let me see how we can make this right going forward."

    • B. 

      "Would you like a replacement or a credit?"

    • C. 

      "I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."

    • D. 

      "When is your party?"

  • 13. 
    PADDS stands for:
    • A. 

      Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego

    • B. 

      Patience, apologize, do not judge, do not jump to conclusions, show empathy

    • C. 

      Politeness, articulation, determination, do not hang up, self-reliance

    • D. 

      People are dumb dangerous strangers

  • 14. 
    Which are the following are courtesy words? Check all that apply.
    • A. 

      Please

    • B. 

      Thank you

    • C. 

      Miss, Mrs., Mr., Sir, Ma'am

    • D. 

      Dude

    • E. 

      May I

  • 15. 
    PEP stands for:
    • A. 

      Personal, energetic, polite

    • B. 

      Personal, empathetic, positive

    • C. 

      Proactive, ego-less, pertinent

    • D. 

      Penguins eat perch

  • 16. 
    If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.
    • A. 

      True

    • B. 

      False

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