Customer Retention Quiz
This quiz tests the basic understanding of customer service information gained in the customer service training class.
- 1.
- A.
Say hello
- B.
Smile
- C.
Ask if you can be of assistance
- D.
Refer them to the manager
- 2.When selling alcohol or tobacco products, name two forms of identification of age that are acceptable.
- A.
Social security card and state ID
- B.
State ID and Birth certificate
- C.
Driver's license and State ID
- D.
Driver's license and Social security card
- 3.What are the two main purposes of a bar code?
- A.
Pricing and Inventory
- B.
Pricing and Location
- C.
Receipt and Inventory
- D.
Receipt and Location
- 4.What is the maximum amout of times that the phone should ring before being answered?
- A.
1
- B.
2
- C.
3
- D.
4
- 5.Red rules are
- A.
Rules that are designed to make things run smoothly
- B.
Rules that cover personality traits
- C.
Rules that are established based on previous situations
- D.
Rules that cannot be broken
- 6.Customer satisfaction is a step_____________________ customer service.
- A.
Below
- B.
Around
- C.
Into
- D.
Beyond
- 7.Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
- A.
The degree of caring that you show customers
- B.
Your ability to provide service that is dependable and accurate
- C.
The physical representations of your company including the facility, equipment and your appearance
- D.
The respect, competence and confidence you show to the customer
- 8.An external customer ________________________ while an internal customer is/are ____________.
- A.
Are the people who buy your company's products or services; are the people who work within your company.
- B.
Are the people who work within your company; are the department heads of each section.
- C.
Are the people who work within your company; are the customers
- D.
Are the people who buy your company's products or services; are the customers
- 9.When dealing with a difficult customer it is important to remember_________________.
- A.
To not take it personally
- B.
To use positive self-talk
- C.
Both a and b above
- D.
None of the above
- 10.Customers are not always right, but they are always____________________________.
- 11.It is important to make eye contact with a customer because?
- A.
Eye contact is natural
- B.
Eye contact is not important
- C.
Eye contact reassures customers that your attention is focused on them
- D.
Eye contact is common courtesy and it shows your willingness to serve
- 12.What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
- A.
We value your business
- B.
We are to busy to handle your business
- C.
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
- D.
None of the above
- 13.Walgreens has a model called our _________ service basics.
- A.
5
- B.
6
- C.
7
- D.
8
- 14.What is Walgreens number one priority according to their mission statement?
- A.
Return on investment to shareholders
- B.
Customer service
- C.
Technology advancement
- D.
Growth opportunities for employees
- 15.The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
- A.
True
- B.
False
- 16.Closed questions are used to _____________________
- A.
Get specific information from the customer
- B.
Draw the customer into a conversation
- C.
Begin with words like "what", "how" and "why"
- D.
Are used whey you need a lengthy explanation from a customer
- 17.In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.
- A.
38, 18
- B.
7, 18
- C.
18, 55
- D.
82, 18
- 18.In face-to-face communications, ________ per cent of the communication you have with a customer is body language.
- A.
82
- B.
38
- C.
18
- D.
55
- 19.An effective way to approach a problem is:
- A.
Complain to the supervisor
- B.
Offer a reasonable alternative solution to your customer or supervisor
- C.
Ignore the customer's odd requests
- D.
Listen attentively and then pass it on to the boss
- 20.Communication is a give and take process. As a speaker it is your job to:
- A.
Speak loudly and roughly in order to intimidate people into listening
- B.
Intentionally speak over a person's ability to understand or communicate
- C.
Determine if the listener understands
- D.
Always ensure that you have the first and the last words said
- 21.A supervisor may criticize an employee in order to:
- A.
Assist that employee in understanding a better or more effective way to do something
- B.
Show an employee who is the boss
- C.
Feel good about themselves
- D.
Ensure the employee knows exactly who the persons are in their chain-of-command
- 22.When a misunderstanding happens with a co-worker you should:
- A.
Be honest and admit there is a problem
- B.
Work together to come up with solutions
- C.
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- D.
Both A and B
- 23.When a misunderstanding happens with a customer you should:
- A.
Apologize for the error even though it may not have been your error
- B.
Tell them it was some one else's fault
- C.
Ask them what you can do to make them happy
- D.
Both A and C
- 24.When working on a team it is important to:
- A.
Take credit for all the parts of the projects that you contributed especially if the project was successful
- B.
Make sure to blame the ones that did not do their part if the project was unsuccessful
- C.
Ensure that you are the leader of the project because that person will get all the praise
- D.
Share responsibility for both the success and challenges that occurred during the project
- 25.When learning a new job, it is important to:
- A.
Ask questions on anything you do not totally understand
- B.
Understand the importance of the order of steps to be completed
- C.
Find out where the break room is
- D.
Realize that if you make a mistake, many people before you probably made the same mistake
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