Customer care Recruitment Test
(462).jpg "Customer care Recruitment Test - Quiz")
Do you have what it takes to be a good customer care representative? Try this fun " Customer Care Recruitment Test "! Being in a customer care field can be an interesting experience. Let's see if you can handle client issues and queries. This quiz is made specifically to mentally prepare you for various issues that you may face when dealing with a client. Just choose the correct option to check if you're the right fit for the job. Good Luck, champ!
- 1.
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
- A.
Tell the person what you think the answer might be.
- B.
Refer the person to your supervisor.
- C.
Say that you are not allowed to give out that information to the public.
- D.
Inform the person that you don't know but will find out.
Correct Answer
D. Inform the person that you don't know but will find out.Explanation
It would be best for you to inform the person that you don't know the answer but will find out. This shows that you are willing to help and provide accurate information, even if you don't have it immediately. By offering to find out the answer, you are taking responsibility and ensuring that the customer receives the correct information in a timely manner.Rate this question:
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- 2.
A person approaches you and tells you of many complaints he has about your department. You should first:
- A.
Assume that his is just blowing off steam and ignore his complaints.
- B.
Check into the legitimacy of the complaints.
- C.
Ask for advice from your supervisor on the best way to handle the person.
- D.
Regard the complaints as accurate and take immediate steps to correct them.
Correct Answer
B. Check into the legitimacy of the complaints.Explanation
When a person approaches you with complaints about your department, it is important to not dismiss them immediately or assume that they are just venting. The first step should be to check into the legitimacy of the complaints. This means investigating the issues raised and gathering relevant information to assess whether there is any truth to the complaints. By doing so, you demonstrate a willingness to address concerns and improve the department's performance if necessary. This approach promotes accountability and ensures that appropriate actions are taken based on the validity of the complaints.Rate this question:
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- 3.
Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the
- A.
Length of the call.
- B.
Name of the caller
- C.
Time of the call
- D.
Telephone number of the caller
Correct Answer
A. Length of the call.Explanation
When taking a telephone message for a co-worker, it is important to note down the essential information that will allow the co-worker to follow up with the caller. The name of the caller is crucial for identification, the time of the call helps determine urgency, and the telephone number of the caller is necessary for contact. However, the length of the call is the least important item to write down as it does not provide any actionable information for the co-worker.Rate this question:
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- 4.
A customer has come into your office and submitted an application. When you give her some more forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of her application. In which of the following ways should you respond to the customer?
- A.
Simply be patient with her.
- B.
Tell her the reasons why your office needs the information.
- C.
Suggest that she can contact her state legislators if she wants to change the law.
- D.
Say that you cannot process her application until all the forms have been completed.
Correct Answer
B. Tell her the reasons why your office needs the information.Explanation
When a customer complains about bureaucratic red tape, it is important to address their concerns and provide them with an explanation. By telling the customer the reasons why your office needs the information, you can help them understand the importance of the forms and the approval process. This response shows empathy towards the customer's frustration while also providing them with a clear explanation, which can help alleviate their concerns and build trust in the process.Rate this question:
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- 5.
As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?
- A.
Ignore her and continue to assist the client.
- B.
Get on the phone and request assistance from a department administrator.
- C.
Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."
- D.
Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.
Correct Answer
D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.Explanation
In this situation, it is important to address Mrs. W's disruptive behavior while also ensuring that the client's needs are met. Asking another employee to assist the client allows for uninterrupted service. Escorting Mrs. W. to a room away from the public area provides a private space to address her behavior and discuss the issue calmly and professionally. This approach maintains professionalism and minimizes disruption in the office.Rate this question:
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- 6.
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
- A.
Do not get involved in the situation.
- B.
Quickly take your boss aside and provide the correct name.
- C.
Wait until the client leaves, and then provide your boss with the correct name.
- D.
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
Correct Answer
D. Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.Explanation
If you know that the person your boss gave to the client is no longer the one to contact for the information, the best course of action is to give the individual the correct name and explain that your boss was not aware of the change. This ensures that the client receives the correct information and avoids any confusion or delays. It also allows you to address the situation in a professional and helpful manner, without directly undermining your boss in front of the client.Rate this question:
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- 7.
You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
- A.
I'd work with him for as long as it takes.
- B.
10 minutes or so; I'd go through it once as quickly as possible and then hang up.
- C.
About half an hour; I'd make sure he understands at least the basics.
- D.
None at all; I'd get frustrated the first time he says "I don't understand."
Correct Answer
A. I'd work with him for as long as it takes.Explanation
The correct answer suggests that the person would be patient and willing to spend as much time as necessary to help their computer illiterate friend set up their Internet connection. This answer demonstrates a helpful and supportive attitude, showing a willingness to assist their friend until they fully understand the instructions.Rate this question:
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- 8.
A person is telling you a story, but taking forever to get to the point. What do you do?
- A.
I let him/her finish the story, without interrupting.
- B.
I let him/her finish the story without interrupting, but can't help glancing at my watch.
- C.
I ask him/her to get to the point of the story.
- D.
I interrupt by asking, "Does this story have a point?"
Correct Answer
A. I let him/her finish the story, without interrupting.Explanation
The correct answer is to let the person finish the story without interrupting. Interrupting someone while they are speaking can be rude and disrespectful. Even if the person is taking a long time to get to the point, it is important to show patience and give them the opportunity to complete their story. By allowing them to finish, you demonstrate good listening skills and respect for their narrative.Rate this question:
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- 9.
Your friend/co-worker starts to get on your nerves. What would be your most likely response?
- A.
I would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.
- B.
I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.
- C.
I would avoid that person until s/he got the point that I need a break.
- D.
I would explain that I am feeling overwhelmed with work/school/life and need a break from social obligations to be by myself for a while.
- E.
I would explain what is bothering me, and ask for some time to myself.
Correct Answer
E. I would explain what is bothering me, and ask for some time to myself.Explanation
This response suggests that the person would communicate their feelings and needs to their friend/co-worker in a calm and assertive manner. By explaining what is bothering them and asking for some time to themselves, they are addressing the issue directly and seeking a solution that respects their own boundaries and well-being. This approach promotes open communication and the possibility of finding a resolution that is respectful to both parties involved.Rate this question:
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- 10.
When having a disagreement, I typically:
- A.
Lower my voice to an ominous whisper.
- B.
Maintain a normal voice level.
- C.
Raise my voice slightly.
- D.
Raise my voice level markedly.
Correct Answer
B. Maintain a normal voice level.Explanation
The correct answer is to maintain a normal voice level. This suggests that the person handles disagreements in a calm and respectful manner, without resorting to yelling or aggression. By maintaining a normal voice level, they are likely able to communicate their point of view effectively and engage in constructive dialogue, promoting a healthier resolution to conflicts.Rate this question:
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- 11.
When conversing with clients who have a less extensive vocabulary (e.g. lower education level):
- A.
I brush them off - I just wouldn't have the patience to carry on.
- B.
I become very impatient and it's probably obvious.
- C.
I become impatient and it may show.
- D.
I may become impatient but I try not to let on.
- E.
I adjust my speech to their level.
Correct Answer
E. I adjust my speech to their level.Explanation
When conversing with clients who have a less extensive vocabulary or lower education level, it is important to adjust one's speech to their level. This means using simpler language and avoiding complex terms or jargon that may be difficult for them to understand. By doing so, it helps to ensure effective communication and avoids any potential misunderstandings. It also shows respect and consideration for the client's needs and helps to create a more comfortable and inclusive environment for them.Rate this question:
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- 12.
When conversing with a person who takes forever to get to the point:
- A.
I keep myself from finishing his/her sentences.
- B.
I try not to finish his/her sentences but do not always succeed.
- C.
I can't help finishing his/her sentences.
- D.
I finish his/her sentences for him/her.
Correct Answer
A. I keep myself from finishing his/her sentences.Explanation
When conversing with a person who takes forever to get to the point, the correct answer suggests that the person tries to restrain themselves from finishing the other person's sentences. This implies that they are aware of the other person's tendency to take a long time to express their thoughts and are making an effort to allow them to finish on their own.Rate this question:
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- 13.
When it comes to resolving conflicts:
- A.
I usually give in and let the other person have his/her way.
- B.
I prefer "give and take".
- C.
I try to push for a win on my part but if it is not in the cards I can accept a compromise.
- D.
It's my way or the highway.
Correct Answer
B. I prefer "give and take".Explanation
The answer "I prefer 'give and take'" suggests that the individual prefers a collaborative approach to conflict resolution. They are willing to negotiate and find a middle ground that satisfies both parties involved. This approach shows a willingness to listen to others' perspectives and find mutually beneficial solutions, rather than insisting on having things their own way or always giving in to the other person's demands.Rate this question:
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- 14.
When it comes to conflict:
- A.
I can "agree to disagree". I accept that other people have different viewpoints than my own.
- B.
Even though I usually think I am right, I can accept that others have different viewpoints.
- C.
I find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right.
Correct Answer
A. I can "agree to disagree". I accept that other people have different viewpoints than my own.Explanation
The correct answer is "I can 'agree to disagree'. I accept that other people have different viewpoints than my own." This answer reflects a willingness to acknowledge and respect the fact that others may hold different opinions or perspectives. It shows an open-mindedness and a willingness to engage in constructive dialogue, even if one may strongly believe in their own viewpoint.Rate this question:
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- 15.
You are asked to push a particular viewpoint with a client. The request makes perfect business sense but you happen to not believe in the particular notion you are to advocate. How do you deal with the situation?
- A.
Despite the intention to go ahead with the request, I just can't follow through with it.
- B.
I will make an attempt and I will be convincing.
- C.
I try to do my best to "pull it off".
- D.
I "pull it off" effortlessly
Correct Answer
C. I try to do my best to "pull it off".Explanation
The phrase "pull it off" means to successfully accomplish or achieve something, typically with effort or difficulty. In this context, the answer suggests that the person will make an attempt to advocate the viewpoint and put in their best effort to convince the client, even though they do not personally believe in it. They are willing to put aside their personal beliefs and try their best to achieve the desired outcome.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Jul 03, 2023Quiz Edited by
ProProfs Editorial Team -
Aug 25, 2012Quiz Created by
Supertube
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