Customer Service Trivia Quiz Questions And Answers

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Customer Service Trivia Quiz Questions And Answers - Quiz


Are you looking for good customer service trivia quiz questions and answers? Then stop your hunt here as we have come up with an amazing quiz where you'll be asked questions about customer service and care. The term represents providing support to the customers before, during, and after a purchase. If you want to make your career in this line or are already one of the customer care representatives, play this quiz. And see how well you know how to handle or deal with customers.


Questions and Answers
  • 1. 

    Why is Great Costumer Service Important?

    • A.

      The customer is happy.

    • B.

      You experience less grief from the costumer.

    • C.

      Stress levels are down.

    • D.

      All of the Above

    Correct Answer
    D. All of the Above
    Explanation
    Great Customer service leads more pleasant interactios with the customers which in the end lead to more business.

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  • 2. 

    True or False, Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    You emotional state has a profound influence on the service you give to the customer.

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  • 3. 

    When Dealing with a Customer, You Should Not?

    • A.

      Get caught up in an argument.

    • B.

      Use the word "NO"

    • C.

      Give out orders or place blame on the Customer.

    • D.

      All of the Above.

    Correct Answer
    D. All of the Above.
    Explanation
    Even when the customer is wrong you have to rember the customer is the customer. You should never argue or be confratational with a user and you should never belittle or order a customer around.

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  • 4. 

    Customers are more easily satisfied if their expectations are effectively managed. 

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    When customers' expectations are effectively managed, it means that their needs and desires are understood and met by the company. This includes setting realistic expectations, communicating clearly, and delivering on promises. When customers' expectations are managed effectively, they are more likely to be satisfied because they are not left disappointed or feeling misled. This can lead to repeat business, positive word-of-mouth, and overall customer loyalty.

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  • 5. 

    Most upset customers will calm down if you offer a sincere apology. 

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Offering a sincere apology to upset customers can help in calming them down. When customers are upset, acknowledging their concerns and taking responsibility for any mistakes or issues can show them that their feelings are being heard and valued. A sincere apology can help in diffusing the situation and rebuilding trust with the customer. It demonstrates empathy and a willingness to make things right, which can often lead to a resolution and a calmer interaction with the customer.

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  • 6. 

    A complaining customer is?

    • A.

      Always right

    • B.

      Almost right

    • C.

      Often lying

    • D.

      Always the customer

    Correct Answer
    D. Always the customer
    Explanation
    Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers.

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  • 7. 

    Customers who complain want?

    • A.

      Something for nothing.

    • B.

      To be heard and have their experience validated.

    • C.

      To vent for the sport of it.

    • D.

      To be made majority shareholders in the company.

    Correct Answer
    B. To be heard and have their experience validated.
    Explanation
    Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints.

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  • 8. 

    When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.  

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    When you answer a call, it is indeed your responsibility to ensure that the customer is connected to the appropriate department that can effectively address and resolve their issue. This is important for providing efficient customer service and ensuring customer satisfaction.

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  • 9. 

    Customers who complain?

    • A.

      Had unhappy childhoods.

    • B.

      Are genetically predisposed to be sourpusses.

    • C.

      Have trouble in their primary relationships.

    • D.

      Are doing you a service in identifying what isn’t working in your business or organization.

    Correct Answer
    D. Are doing you a service in identifying what isn’t working in your business or organization.
    Explanation
    Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors.

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  • 10. 

    What ______% of Customers never complain?

    Correct Answer
    96
    Explanation
    The average business never hears from 96% of its unhappy customers.

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  • 11. 

    How many people will a dissatisfied customer tell about their experience?

    • A.

      5 to 6 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

    • B.

      9 to 10 people

    • C.

      3 to 6 people

    • D.

      9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.

    Correct Answer
    D. 9 to 10 people, although 13% who have a problem with an organization recount the incident to more than 20 people.
    Explanation
    The average customer who has a problem with an organization tells 9 or 10 people about it. Thirteen percent of the people who have a problem with an organization recount the incident to more than 20 people.

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  • 12. 

    It can cost up to _____ times as much to attract a new customer than to retain and existing one. (enter a number)

    Correct Answer
    5
    Explanation
    It can cost up to 5 times as much to attract a new customer than to retain an existing one. This means that the cost of acquiring new customers is significantly higher compared to the cost of keeping existing customers. By focusing on customer retention strategies, businesses can save on marketing and advertising expenses while also benefiting from the loyalty and repeat purchases of their existing customer base.

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  • 13. 

    Is there such thing as a difficult person?

    • A.

      No, all people are easy to work with

    • B.

      Yes, customers are inherently difficult

    • C.

      No, the correct view is there are difficult situations and interactions

    • D.

      None of the above.

    Correct Answer
    C. No, the correct view is there are difficult situations and interactions
    Explanation
    The correct answer is that there are difficult situations and interactions. This means that it is not accurate to label individuals as difficult, but rather it is the circumstances and dynamics of the situation that can make it challenging. People's behavior and attitudes can vary depending on the context and their own personal experiences, so it is important to consider the environment and interactions when assessing the level of difficulty.

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  • 14. 

    When dealing with an aggressive customer, whic of the following will help? 

    • A.

      Taking a deep breath.

    • B.

      Not responding with agggression.

    • C.

      Ask, and keep asking, for the facts.

    • D.

      All of the above.

    Correct Answer
    D. All of the above.
    Explanation
    When dealing with an aggressive customer, taking a deep breath can help to calm oneself and maintain composure. Not responding with aggression is important as it can escalate the situation further. Asking for the facts and gathering information can help to understand the customer's concerns and address them effectively. Therefore, all of the above actions can be helpful in dealing with an aggressive customer.

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  • 15. 

    Select all of the things you can do to aide in helping with a difficult interaction or situation. Check all tht apply.

    • A.

      Take a deep breatch

    • B.

      Interrupt the customer so you can take control of the call.

    • C.

      Listen to what is being said and take notes.

    • D.

      Apologize if necessary to the customer.

    • E.

      Never give excuses.

    Correct Answer(s)
    A. Take a deep breatch
    C. Listen to what is being said and take notes.
    D. Apologize if necessary to the customer.
    E. Never give excuses.
    Explanation
    Taking a deep breath helps in calming oneself and maintaining composure during a difficult interaction or situation. Listening to what is being said and taking notes helps in understanding the customer's concerns and keeping track of important information. Apologizing if necessary shows empathy and a willingness to address the customer's issue. Avoiding excuses is important as it can come across as deflecting responsibility.

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  • 16. 

    Select all of the things you should never say or do when dealing with a difficult interaction or situation. Check all that apply.

    • A.

      You should let the customter know you are not with this department.

    • B.

      You should let the customer know it is not your fault.

    • C.

      You should jump to conclousions and interrup the customer whenever necessary.

    • D.

      You should lose your temper if the customer is rude.

    Correct Answer(s)
    A. You should let the customter know you are not with this department.
    B. You should let the customer know it is not your fault.
    C. You should jump to conclousions and interrup the customer whenever necessary.
    D. You should lose your temper if the customer is rude.
    Explanation
    When dealing with a difficult interaction or situation, it is important to handle it professionally and calmly. You should never say or do the following: let the customer know you are not with this department (as it may come across as passing the responsibility), let the customer know it is not your fault (as it may sound defensive), jump to conclusions and interrupt the customer whenever necessary (as it may hinder effective communication), and lose your temper if the customer is rude (as it may escalate the situation further).

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  • 17. 

    When dealing with a cutomer who is vague, is it better to patient with them while trying to bring them back to the issue?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    It is better to be patient with a customer who is vague while trying to bring them back to the issue. Being patient allows the customer to feel heard and understood, which can help in building trust and rapport. It also gives the customer the opportunity to clarify their concerns and provide more specific information, ultimately leading to a more effective resolution of their issue. Rushing or becoming frustrated with a vague customer may result in misunderstandings or a negative experience, which can harm the customer relationship.

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  • 18. 

    The most credible advertising is a satisfied customer.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    This statement suggests that the most effective form of advertising is when a customer is satisfied with a product or service and shares their positive experience with others. This is because people tend to trust the opinions and recommendations of their peers more than traditional forms of advertising. When a satisfied customer shares their positive experience, it can create a ripple effect and attract more customers to the business. Therefore, this statement is true.

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  • 19. 

    Which of the following does not contribute to the image you project?

    • A.

      Body language

    • B.

      Choice of words

    • C.

      Your specific job title

    • D.

      Tone of voice

    Correct Answer
    C. Your specific job title
    Explanation
    Your specific job title does not contribute to the image you project because it is a factual piece of information that does not reflect your personal qualities, values, or communication style. While body language, choice of words, and tone of voice all play a role in how others perceive you, your job title alone does not have a significant impact on the image you project.

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  • 20. 

    If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?

    • A.

      68% to 75%

    • B.

      36% to 49%

    • C.

      54% to 70%

    • D.

      None of the above.

    Correct Answer
    C. 54% to 70%
    Explanation
    When a customer's complaint is resolved to their satisfaction, it increases the likelihood of them staying with the company. The answer "54% to 70%" suggests that a significant majority of customers, ranging from 54% to 70%, are likely to remain loyal after their complaint has been addressed. This indicates that resolving complaints effectively can have a positive impact on customer retention.

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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.

  • Current Version
  • May 18, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 04, 2012
    Quiz Created by
    Coremiamisburg
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