This quiz tests the basic understanding of customer service information gained in the customer service training class.
Say hello
Smile
Ask if you can be of assistance
Refer them to the manager
Social security card and state ID
State ID and Birth certificate
Driver's license and State ID
Driver's license and Social security card
Pricing and Inventory
Pricing and Location
Receipt and Inventory
Receipt and Location
1
2
3
4
Rules that are designed to make things run smoothly
Rules that cover personality traits
Rules that are established based on previous situations
Rules that cannot be broken
Below
Around
Into
Beyond
The degree of caring that you show customers
Your ability to provide service that is dependable and accurate
The physical representations of your company including the facility, equipment and your appearance
The respect, competence and confidence you show to the customer
Are the people who buy your company's products or services; are the people who work within your company.
Are the people who work within your company; are the department heads of each section.
Are the people who work within your company; are the customers
Are the people who buy your company's products or services; are the customers
To not take it personally
To use positive self-talk
Both a and b above
None of the above
Eye contact is natural
Eye contact is not important
Eye contact reassures customers that your attention is focused on them
Eye contact is common courtesy and it shows your willingness to serve
We value your business
We are to busy to handle your business
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
None of the above
5
6
7
8
Return on investment to shareholders
Customer service
Technology advancement
Growth opportunities for employees
True
False
Get specific information from the customer
Draw the customer into a conversation
Begin with words like "what", "how" and "why"
Are used whey you need a lengthy explanation from a customer
38, 18
7, 18
18, 55
82, 18
82
38
18
55
Complain to the supervisor
Offer a reasonable alternative solution to your customer or supervisor
Ignore the customer's odd requests
Listen attentively and then pass it on to the boss
Speak loudly and roughly in order to intimidate people into listening
Intentionally speak over a person's ability to understand or communicate
Determine if the listener understands
Always ensure that you have the first and the last words said
Assist that employee in understanding a better or more effective way to do something
Show an employee who is the boss
Feel good about themselves
Ensure the employee knows exactly who the persons are in their chain-of-command
Be honest and admit there is a problem
Work together to come up with solutions
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
Both A and B
Apologize for the error even though it may not have been your error
Tell them it was some one else's fault
Ask them what you can do to make them happy
Both A and C
Take credit for all the parts of the projects that you contributed especially if the project was successful
Make sure to blame the ones that did not do their part if the project was unsuccessful
Ensure that you are the leader of the project because that person will get all the praise
Share responsibility for both the success and challenges that occurred during the project
Ask questions on anything you do not totally understand
Understand the importance of the order of steps to be completed
Find out where the break room is
Realize that if you make a mistake, many people before you probably made the same mistake
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