Cebu Module 5 Service Skills Quiz

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Cebu Module 5 Service Skills Quiz - 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.

    Correct Answer(s)
    B. Paraphrase what they are saying
    C. Avoid distractions
    D. Don't focus on tone, accent, etc.
    Explanation
    To be a good listener to your customer, it is important to paraphrase what they are saying. This shows that you are actively listening and understanding their message. Avoiding distractions is also crucial as it allows you to fully concentrate on the customer and their needs. Additionally, not focusing on tone, accent, etc. is important as it helps to avoid any biases or judgments based on these factors and allows you to focus solely on the customer's message.

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  • 2. 

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

    • A.

      False

    • B.

      True

    Correct Answer
    B. True
    Explanation
    The given statement is true. When communicating with others, our tone of voice plays a significant role in conveying our message effectively. It can influence how our words are perceived and understood by the listener. The tone of voice can convey emotions, intentions, and attitudes, which can greatly impact the overall meaning of our communication. Therefore, it is important to be mindful of our tone of voice to ensure clear and effective communication.

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  • 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.

    Correct Answer(s)
    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.
    Explanation
    The steps to successful hold technique include asking the customer's permission to place them on hold, providing them with a realistic time frame and a reason for the hold, and thanking them for holding when they are taken off hold. These steps ensure that the customer feels respected and informed throughout the hold process, leading to a positive customer experience.

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  • 4. 

    What is jargon? Define it, and give an example.

    Correct Answer(s)
    Jargon is internal language we use for Buyseasons. RAN, Opus, case note, etc.
    Explanation
    The given answer correctly defines jargon as internal language used within the context of Buyseasons. It provides examples of specific terms such as RAN, Opus, and case note that are part of the jargon used in Buyseasons. Jargon refers to specialized vocabulary or terminology that is specific to a particular profession, industry, or group, and is often used to communicate efficiently within that group.

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  • 5. 

    ACE stands for:

    • A.

      Answer, Call, Educate

    • B.

      Ask Questions, Communicate, Engage

    • C.

      Always be polite, Communicate, Enunciate

    Correct Answer
    B. Ask Questions, Communicate, Engage
    Explanation
    This answer is correct because ACE, in this context, refers to a set of actions or behaviors that should be followed. The answer "Ask Questions, Communicate, Engage" accurately captures these actions. By asking questions, one can gather information and understand the situation better. Effective communication is important in any interaction, and engaging with others helps to build rapport and create a positive atmosphere. Therefore, this answer aligns with the meaning and purpose of ACE.

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  • 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.

    Correct Answer
    D. Sandra apologizing to the customer for the missing item, and helping to resolve the issue.
    Explanation
    Sandra is presenting BuySeasons in a positive manner by apologizing to the customer for the missing item and actively working towards resolving the issue. This shows that she takes responsibility for the mistake and is committed to providing a satisfactory resolution.

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  • 7. 

    What can you say to convey to a customer that you are willing to help them with an issue?

    Correct Answer
    I'd be happy to help you
    Explanation
    The phrase "I'd be happy to help you" conveys a willingness and eagerness to assist the customer with their issue. It shows a positive attitude and a genuine desire to provide support. This response indicates that the person is ready and available to offer assistance, creating a friendly and helpful customer service experience.

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  • 8. 

    ________ means to identify with the feelings, thoughts and attitudes of another.

    • A.

      Apathy

    • B.

      Empathy

    • C.

      Compassion

    • D.

      Courtesy

    Correct Answer
    B. Empathy
    Explanation
    Empathy means to identify with the feelings, thoughts, and attitudes of another person. It involves understanding and sharing the emotions and experiences of someone else, putting oneself in their shoes. Empathy allows individuals to connect with others on a deeper level, showing understanding, support, and compassion. It is an essential quality in building strong relationships, fostering understanding, and promoting kindness and empathy towards others.

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  • 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

    Correct Answer
    A. Fake it
    Explanation
    The correct answer is to "fake it." This means that even if you don't have the correct answer to a customer's question, you should still try to appear confident and knowledgeable. Instead of lying or making something up, it is better to admit that you are unsure but offer to find the correct information or direct them to someone who can help. This approach maintains trust and integrity with the customer.

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  • 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!"

    Correct Answer(s)
    A. "Your daughter will be adorable in that!"
    B. "That is one of our most popular items!"
    D. "I recommend this adorable theme to all of my customers!"
    Explanation
    The phrases "Your daughter will be adorable in that!", "That is one of our most popular items!", and "I recommend this adorable theme to all of my customers!" convey enthusiasm because they use positive and excited language to express approval, popularity, and recommendation.

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  • 11. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Slowing down and enunciating words can indeed help in communicating clearly and effectively. When we speak too quickly or mumble, it becomes difficult for others to understand us. By consciously slowing down our speech and pronouncing words clearly, we give others a better chance to comprehend our message. This can improve overall communication and ensure that our ideas are effectively conveyed.

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  • 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?"

    Correct Answer
    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."
    Explanation
    The phrase "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." best shows empathy because it acknowledges the customer's frustration and expresses understanding. It also demonstrates a willingness to help by suggesting exploring available options.

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  • 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

    Correct Answer
    A. Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego
    Explanation
    The correct answer is Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego. This acronym, PADDS, is a mnemonic device that helps to remember a set of guidelines or principles for effective communication. It emphasizes the importance of practicing good communication skills, staying focused and avoiding distractions, not interrupting others, not getting caught up in the tone of the conversation, and setting aside one's ego to promote better understanding and collaboration.

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  • 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

    Correct Answer(s)
    A. Please
    B. Thank you
    C. Miss, Mrs., Mr., Sir, Ma'am
    E. May I
    Explanation
    The correct answer includes all the options that can be considered courtesy words. "Please" and "Thank you" are commonly used to show politeness and gratitude. Titles such as "Miss," "Mrs.," "Mr.," "Sir," and "Ma'am" are used to address someone with respect. "May I" is a polite way to ask for permission. However, "Dude" is not a courtesy word as it is a more casual and informal term.

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  • 15. 

    PEP stands for:

    • A.

      Personal, energetic, polite

    • B.

      Personal, empathetic, positive

    • C.

      Proactive, ego-less, pertinent

    • D.

      Penguins eat perch

    Correct Answer
    B. Personal, empathetic, positive
    Explanation
    The acronym PEP stands for Personal, empathetic, positive. This means that PEP is a set of qualities or characteristics that someone possesses. Being personal means being individual and unique, empathetic means being able to understand and share the feelings of others, and positive means having a favorable or optimistic attitude. Together, these qualities suggest that PEP is a desirable trait for someone to have, particularly in interpersonal relationships or professional settings.

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  • 16. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    This statement is not entirely true. While it is true that having a naturally enthusiastic tone can be beneficial, it is not the only factor that determines one's ability to get around a lack of enthusiasm. There are various techniques and strategies that individuals can employ to improve their communication skills and engage others, regardless of their natural tone. These may include practicing active listening, using body language effectively, and adapting their communication style to suit different situations. Therefore, it is not accurate to say that there is nothing one can do to get around a lack of enthusiasm.

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