Customer care Quiz Part II
This quiz is to test your understanding of how to deal with customers when on the phone addressing a problem they may have.
Questions and Answers
- 1.
Is it alright to ask a customer to hold if dead air time may be unavoidable (i.e. – if you need to consult a colleague)?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is alright to ask a customer to hold if dead air time may be unavoidable because it shows that the customer's needs are being prioritized. By consulting a colleague, the representative can provide accurate and helpful information to the customer, ensuring a better overall experience. Asking the customer to hold also allows the representative to manage their time effectively and efficiently, ensuring that all customer inquiries are addressed.Rate this question:
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- 2.
Is the use of small talk during dead spots in a call (i.e. – when waiting for a the customer to reboot or while for a screen to load) allowed?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Small talk during dead spots in a call is allowed. During these moments of waiting, engaging in small talk can help maintain a positive and friendly atmosphere, making the customer feel more comfortable and valued. It can also help build rapport and establish a connection with the customer, enhancing the overall customer experience.Rate this question:
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- 3.
Rather than use negative words or phrases such as “I can’t do that,” “I don’t know,” “That’s not my responsibility,” “You called the wrong department,” “We don’t handle that,” “Unfortunately there’s nothing I can do.” What should an Agent focus on?
- A.
How to get the customer off the line without using one of the phrases above?
- B.
Try and make the customer feel as good as possible?
- C.
Focus on the positives and what can be done for the Customer?
- D.
Focus on how to make the customer feel as good as possible even though you cannot help them?
Correct Answer
C. Focus on the positives and what can be done for the Customer?Explanation
The agent should focus on the positives and what can be done for the customer instead of using negative phrases. This means finding alternative solutions, offering assistance within their capabilities, and making the customer feel valued and supported. By focusing on the positives, the agent can maintain a positive customer experience and potentially find a resolution that meets the customer's needs.Rate this question:
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- 4.
Is it good to build a rapport with the customer?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Building a rapport with the customer is beneficial for several reasons. It helps to establish trust and credibility, making the customer more likely to engage and do business with the company. Building a rapport also allows for better communication and understanding of the customer's needs and preferences, enabling the company to provide personalized and effective solutions. Additionally, a strong rapport can lead to customer loyalty and positive word-of-mouth, which can ultimately contribute to the company's success.Rate this question:
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- 5.
Why should you use empathy when working with a customer? Choose all that Apply.
- A.
To let the customer know you understand their frustration.
- B.
To express genuine concern for the issue at hand.
- C.
To show the customer you know how to handle the problem.
- D.
To acknowledge the importance of the customer’s problem.
Correct Answer(s)
A. To let the customer know you understand their frustration.
B. To express genuine concern for the issue at hand.
D. To acknowledge the importance of the customer’s problem.Explanation
Using empathy when working with a customer is important for several reasons. Firstly, it allows the customer to know that you understand their frustration, which can help to build trust and rapport. Secondly, expressing genuine concern for the issue at hand shows the customer that you care about their problem and are committed to finding a solution. Lastly, acknowledging the importance of the customer's problem demonstrates that their concerns are valid and that you are taking their issue seriously. By utilizing empathy, you can create a positive customer experience and improve customer satisfaction.Rate this question:
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- 6.
What is an “understood you”?
- A.
An understood you is written grammatically correct with an imperative clause and is preceded by a complemetizer.
- B.
A command that is directed at someone “You shut the door”.
- C.
An understood you is where the subject (main noun) of a sentence is not actually in the sentence. It is usually used with commands “close the door”.
- D.
A command that directly points someone out “You get me those books”.
Correct Answer
C. An understood you is where the subject (main noun) of a sentence is not actually in the sentence. It is usually used with commands “close the door”.Explanation
An understood you refers to a grammatically correct sentence that does not explicitly include the subject (main noun). It is commonly used with commands, such as "close the door," where the subject "you" is understood. In these cases, the subject is implied and does not need to be stated explicitly in the sentence.Rate this question:
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- 7.
When trying to work with a customer it is best to give them orders on what do rather than giving them the option to do what you suggest?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is not best to give customers orders on what to do rather than giving them the option to do what you suggest. Providing customers with options allows them to feel empowered and involved in the decision-making process. It also gives them a sense of autonomy and control over their choices, leading to a more positive customer experience. By offering suggestions rather than giving orders, businesses can foster a collaborative and respectful relationship with their customers.Rate this question:
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- 8.
How often should you check back in on a customer who has been on hold?
- A.
Every 30 seconds or less.
- B.
Every minute or less.
- C.
Every 2 minutes or less.
- D.
No longer than 3 minutes at a time.
Correct Answer
C. Every 2 minutes or less.Explanation
The correct answer is Every 2 minutes or less. It is important to check back in on a customer who has been on hold regularly to ensure that they have not been forgotten and to provide any necessary updates or assistance. Waiting longer than 2 minutes may lead to frustration and dissatisfaction with the customer's experience. Regularly checking in at appropriate intervals shows that the company values the customer's time and is committed to providing good customer service.Rate this question:
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- 9.
Maintaining Control of a Call is?
- A.
Keep the calls flowing in the desired direction to achieve a positive outcome. Avoid getting sidetracked in your conversation.
- B.
Remain calm and composed during difficult calls.
- C.
Demonstrate respect to caller through words and actions, regardless of the caller’s attitude toward the agent
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
Maintaining control of a call involves keeping the calls flowing in the desired direction to achieve a positive outcome, avoiding getting sidetracked in the conversation, remaining calm and composed during difficult calls, and demonstrating respect to the caller through words and actions, regardless of the caller's attitude toward the agent. All of these actions are necessary to effectively handle a call and ensure a successful outcome.Rate this question:
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- 10.
Is it alright to talk over customer?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is not alright to talk over a customer. This means interrupting or speaking over them while they are trying to communicate their concerns or issues. It is important to actively listen to customers and give them the opportunity to fully express themselves before responding. Interrupting can be perceived as rude and disrespectful, and can hinder effective communication and problem-solving. Therefore, the correct answer is false.Rate this question:
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- 11.
When asking a co-worker a quick question should you place the customer on Mute?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When asking a co-worker a quick question, it is advisable to place the customer on mute. This is because it allows the co-worker to focus on the conversation without any distractions or interruptions from the customer. Muting the customer ensures that their privacy is maintained and that they are not privy to any internal discussions or potential errors that may occur during the conversation. It also allows the co-worker to provide a more accurate and efficient response to the question being asked.Rate this question:
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- 12.
If you are unable to resolve a problem how can you offer a path to have the issue resolved?
- A.
Mislead the caller with false information to get them off the phone.
- B.
Let the customer you know you are going to research the problem and call them back.
- C.
Offer to escalate the call.
- D.
Ask the user when it would be best to call them back to work on the problem then ask someone else to call the user.
Correct Answer
C. Offer to escalate the call.Explanation
The correct answer is "Offer to escalate the call." When unable to resolve a problem, offering to escalate the call means transferring the issue to a higher level of support or a more experienced team member who can better assist the customer. This ensures that the problem is not left unresolved and shows the customer that their issue is being taken seriously and will be addressed by someone with more expertise.Rate this question:
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- 13.
If you know the problem has been fixed you do not need to stay on the phone to verify the resolution?
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Staying on the phone to verify the resolution is important even if you know the problem has been fixed. This is because sometimes the initial fix may not completely resolve the issue or there may be other related issues that need to be addressed. By staying on the phone, you can ensure that the resolution is effective and that there are no further problems or concerns.Rate this question:
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- 14.
If the problem has not been resolved is it ok to follow up with a customer at a later time?
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is okay to follow up with a customer at a later time if the problem has not been resolved. This allows the business to ensure that the customer's issue has been addressed and resolved to their satisfaction. Following up also shows the customer that their concerns are important and that the business is committed to providing excellent customer service.Rate this question:
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- 15.
When wrapping up a call you should always offer a ticket number and let the customer know which of the following? Choose all that apply.
- A.
Let the customer know it was “My Pleasure Helping you”
- B.
Address the caller by their name and by thanking them at the end of the call.
- C.
Always invite the customer to call back.
- D.
Close the call with the relationship in mind.
Correct Answer(s)
A. Let the customer know it was “My Pleasure Helping you”
B. Address the caller by their name and by thanking them at the end of the call.
C. Always invite the customer to call back.
D. Close the call with the relationship in mind.Explanation
When wrapping up a call, it is important to offer a ticket number to the customer for reference in case they need to follow up on the issue. Additionally, addressing the caller by their name and thanking them at the end of the call helps to personalize the interaction and make the customer feel valued. Inviting the customer to call back shows willingness to assist further if needed. Closing the call with the relationship in mind means considering the customer's overall experience and ensuring that they are satisfied with the resolution.Rate this question:
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Quiz Review Timeline +
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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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Jun 26, 2012Quiz Created by
Coremiamisburg
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