MS. French's Customer Service Assessment
A pre assessment to measure partipants readiness to take the National Retail Federation Customer Service Certification
- 1.What is the first thing that you should do when making eye contact with a customer?
- A.
Say hello
- B.
Smile
- C.
Ask if you can be of assistance
- D.
Refer them to the manager
- 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
- 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
- 4.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
- 5.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.
- 6.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."
- 7.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?"
- 8.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 adjust my speech to their level
- C.
I become impatient and it may show.
- D.
I may become impatient but I try not to let on
- 9.A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?
- A.
You need to call back next week. We will have your results then.
- B.
The lab hasn't sent us your results. We'll call you when they come in.
- C.
I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
- D.
We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week
- 10.Customer loyalty is an emotional tie of trust.
- A.
True
- B.
False
- 11.Which of the following phrases shows excellent customer service?
- A.
I can...
- B.
You need to...
- C.
It's company policy.
- D.
That's just the way it's done.
- 12.When listening actively, empathize to show the customer that you:
- A.
Prefer to talk about yourself.
- B.
Care about his or her concerns.
- C.
Consider his or her problems unimportant.
- D.
Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with
- 13.Which of the following is an excellent customer service practice?
- A.
Not taking responsibility for a customer's problem.
- B.
Blaming someone else for a customer's problem, and referring the customer to your supervisor.
- C.
Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
- D.
Following up with a customer to make sure his or her problem was corrected.
- 14.A customer calls in to check status of their order. It was placed 10 days ago and has not shipped. What would you do
- A.
Offer to check ship status with the warehouse and get back to customer.
- B.
Let customer know that the item states it ships in approximately 7-10 days and they will be receiving ship notification in a day or so.
- C.
Assure customer all is fine with their order and it should be shipping any day now.
- 15.If you request via email the status of a shipment from the warehouse and you do not receive a response by end of day, what would you do?
- A.
Call the warehouse/order manager for immediate assistance.
- B.
Ask a supervisor for assistance.
- C.
Send a second email asking for immediate assistance.
- 16.If a customer requests to speak to a supervisor and there are no notes on the order as to what the problem is, how would you handle?
- A.
Ask the customer what assistance they need so you may properly try to assist them
- B.
Direct them immediately to a supervisor
- C.
Ask your supervisor if they are available for a customer call that requests a supervisor
- 17.A customer has received an item damaged. You offer to assist them with receiving the replacement parts they need, but they refuse to get parts and want a new item shipped out. It has been 20 days since it was delivered. What would you do?
- A.
Verify with a supervisor that it is ok to do a damaged call tag and place a reorder.
- B.
Notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder.
- C.
Explain to the customer that it is company policy to be sent parts free of charge when the item is less than 50% damaged and assist them with the parts order
- 18.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
- 19.If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
- A.
True
- B.
False
- 20.Most upset customers will calm down if you offer a sincere apology.
- A.
True
- B.
False
- 21.On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer.
- A.
True
- B.
False
- 22.Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.
- A.
True
- B.
False
- 23.In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.
- A.
True
- B.
False
- 24.When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
- A.
True
- B.
False
- 25.The most credible advertising is a satisfied customer.
- A.
True
- B.
False
Questions: 15 | Attempts: 53940 | Last updated: Aug 28, 2020
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Sample QuestionA customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would bebestfor you to do which of the following?
Questions: 9 | Attempts: 17745 | Last updated: Jun 19, 2020
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Sample QuestionA complaining customer is...?
Questions: 25 | Attempts: 8228 | Last updated: May 28, 2020
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Sample QuestionWhat is the first thing that you should do when making eye contact with a customer?
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