Customer Service : Call Handling Questions

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  • 1/32 Questions

    Who are the most important people working in any organization that claims to focus on it's customers?

    • Marketing Department
    • Billing Department
    • Customer Service Representative (CSR)
    • Drivers
    • All of the above
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About This Quiz

This quiz focuses on enhancing skills for Customer Service Representatives, covering key skills, listening obstacles, and effective communication. It evaluates the essential phrases and the impact of tone in customer interactions.

Customer Service : Call Handling Questions - Quiz

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  • 2. 

    What are some Key Skills for you to become a more effective CSR?

    • Listening Effectively, Extending Common Courtesy, and Avoiding Wrong Impression

    • Using Common Language, Gathering Customer Information and Satisfying the Angry Customer

    • Managing Technology, Writing Effective E-mail, and Preparing a Mental Script

    • Closing the conversation

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The correct answer is "All of the above." This means that all the skills mentioned in the options are key skills for becoming a more effective CSR. These skills include listening effectively, extending common courtesy, avoiding wrong impressions, using common language, gathering customer information, satisfying angry customers, managing technology, writing effective emails, preparing a mental script, and closing the conversation.

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  • 3. 

    What are some Obstacles to Listening Effectively?

    • Hearing what we want to hear rather than what is said, Thinking of what we are going to say next, and Distractions --- noise, side conversations, commotion.

    • Misunderstanding the customer, Thinking about the pervious customer call, and Getting involved emotionally rather than logically.

    • Talking too much or talking when you should be listening, Stress, boredom, and fatigue, and Holding preconceived ideas about the customer's inquiry.

    • Making assumptions rather than asking questions.

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The correct answer is "All of the above." This means that all of the listed options are obstacles to listening effectively. These obstacles include hearing what we want to hear instead of what is actually said, thinking about what we are going to say next, distractions such as noise or side conversations, misunderstanding the customer, thinking about previous customer calls, getting emotionally involved instead of thinking logically, talking too much instead of listening, experiencing stress, boredom, or fatigue, holding preconceived ideas about the customer's inquiry, and making assumptions instead of asking questions.

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  • 4. 

    What are the different listening styles that influence the way CSR's interact with customers?

    • Amiable

    • Assertive

    • Analytical

    • Outgoing

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The different listening styles that influence the way CSR's interact with customers are amiable, assertive, analytical, and outgoing. Each style has its own unique characteristics and approaches to listening and communication. By being aware of these different styles, CSR's can adapt their communication style to better meet the needs and preferences of their customers, leading to more effective interactions and customer satisfaction.

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  • 5. 

    Language, tone and attitude you use convey that to customers. When you put a smile in your voice. Your customer will feel...

    • Appreciated

    • Overwhelemed

    • Ignored

    • Valued

    • A and D

    Correct Answer
    A. A and D
    Explanation
    When you put a smile in your voice, it conveys a positive and friendly attitude towards the customers. This makes them feel appreciated and valued, as they can sense the genuine care and attention you are giving them. By showing warmth and enthusiasm in your tone, you create a welcoming atmosphere that makes the customers feel important and acknowledged. Therefore, the correct answers are A (Appreciated) and D (Valued).

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  • 6. 

    What are 4 important words/phrases that you need to use with your customers

    • Will you…, Can I…, Get this…, Try again...

    • Thank you…., May I…, Please…, I'm sorry…

    • How…, What…, When…, Where…

    • All of the above

    • None of the above

    Correct Answer
    A. Thank you…., May I…, Please…, I'm sorry…
    Explanation
    The correct answer is "Thank you…., May I…, Please…, I'm sorry…". These four words/phrases are important in customer service as they demonstrate politeness, respect, and empathy towards customers. "Thank you" shows appreciation for their business, "May I" and "Please" convey a polite and helpful attitude, and "I'm sorry" expresses empathy and a willingness to resolve any issues or mistakes. Using these words/phrases can help create a positive and professional interaction with customers.

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  • 7. 

    What is one way to effectively manage the use of a customers name during a call?

    • Use customers name at the introduction and closing of the call

    • Use the customers name as many times as possible

    • Never address the customer by their first or last name

    Correct Answer
    A. Use customers name at the introduction and closing of the call
    Explanation
    Using the customer's name at the introduction and closing of the call is an effective way to manage its use. This approach helps to create a personal connection with the customer, making them feel valued and acknowledged. By using their name at the beginning, it sets a friendly tone and establishes rapport. Using it again at the end of the call leaves a positive impression and reinforces the personalized experience. However, using the customer's name excessively or never addressing them by their name can both be ineffective and potentially off-putting.

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  • 8. 

    When is it appropriate to use the customers first name?

    • Always

    • Never

    • Only if your asked

    • If you have spoken with them prior to today's call (If they have called before, the next time you speak with them )

    • At the end of the call

    Correct Answer
    A. Only if your asked
    Explanation
    It is appropriate to use the customer's first name only if you are asked to do so. This means that you should not assume familiarity with the customer and address them by their first name unless they specifically request it. Respecting the customer's preference for how they want to be addressed is important in maintaining professionalism and providing good customer service.

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  • 9. 

    What should you assume when using the names of the client?

    • Use the customer's last name

    • First name only if asked

    • Use "Ms." with women unless they identify themselves differently

    • All of the above

    • Don't overuse their name!

    Correct Answer
    A. All of the above
    Explanation
    When using the names of the client, it is important to assume certain things. Firstly, it is appropriate to use the customer's last name as a sign of respect. However, if specifically asked, it is acceptable to use only their first name. Additionally, when addressing women, it is advised to use "Ms." unless they indicate a different preference. Therefore, it is best to assume all of the above when using the names of the client. It is also important to remember not to overuse their name to avoid sounding insincere or overly familiar.

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  • 10. 

    When communicating with a customer what is one way to effectively send a message to your customers.

    • Tone and rate of speech

    • Speaking very loudly

    • Asking to many questions

    • Interrupt the customer frequently to answer a question

    Correct Answer
    A. Tone and rate of speech
    Explanation
    One way to effectively send a message to customers is by using the appropriate tone and rate of speech. This means speaking in a clear and understandable manner, using a friendly and professional tone, and adjusting the speed of speech to match the customer's pace. By doing so, the message can be conveyed effectively and ensure that the customer understands and receives the information accurately. Interrupting the customer frequently or speaking too loudly can be disruptive and may hinder effective communication. Asking too many questions can also overwhelm the customer and hinder the flow of the conversation.

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  • 11. 

    What is a golden rule when interacting with your customer?

    • Treat them the same way you expect to be treated.

    • Give them misleading information to avoid additional questions.

    • Address them by their first name only.

    • Rush through the call as quickly as possible.

    Correct Answer
    A. Treat them the same way you expect to be treated.
    Explanation
    The golden rule when interacting with customers is to treat them the same way you expect to be treated. This means showing respect, empathy, and providing excellent customer service. By treating customers with kindness and professionalism, you can build trust and create a positive experience, which can lead to customer loyalty and repeat business. Giving misleading information, rushing through calls, or addressing customers by their first name only are not appropriate or effective ways of interacting with customers.

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  • 12. 

    Customers do NOT want to hear negatives.  What are common phrases to AVOID so you don’t give the wrong impression?

    • "Gee sorry for the long wait, but we have been understaffed"

    • "I'm afraid I cannot answer that question, we haven't been trained yet"

    • "I know how you must feel, a lot of our customers are upset of the new policy regarding late charges" or "ya, we're getting a lot of complaints about that"

    • "I don’t know why they transferred you to me, they're always doing something stupid" or "She's new and hasn’t seemed to learn the ropes yet, what can I do for you?"

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The given correct answer is "All of the above". This means that all of the mentioned phrases should be avoided in order to not give the wrong impression to customers. These phrases include apologizing for being understaffed, admitting lack of training, acknowledging customer complaints, and making negative comments about colleagues or the company. By avoiding these phrases, customer interactions can be more positive and professional.

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  • 13. 

    What is a guideline in avoiding the wrong impression with your customer?

    • Keep negative internal information to yourself.

    • Don’t be critical of other work units.

    • Keep your remarks about your organization positive.

    • Keep your remarks about your co-worker positive.

    • All of the above.

    Correct Answer
    A. All of the above.
    Explanation
    The correct answer is "All of the above." This means that all of the mentioned guidelines are important in avoiding the wrong impression with your customer. Keeping negative internal information to yourself, not being critical of other work units, keeping remarks about your organization positive, and keeping remarks about your co-worker positive are all ways to maintain a positive image and avoid giving the wrong impression to customers.

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  • 14. 

    Being an effective CSR is avoiding the negative and accentuating the positive. Which set of statements are examples of this.

    • "I think I'll be able to help you", "Your order should go out on Friday and you should have it by the end of the week?", or "I'll try to have someone call you by this afternoon"

    • "I'll be glad to help you", "your order will be shipped out Friday and you'll have it by next Thursday" or "I'll have someone call you by 3 o' clock"

    • All of the above.

    • None of the above.

    Correct Answer
    A. "I'll be glad to help you", "your order will be shipped out Friday and you'll have it by next Thursday" or "I'll have someone call you by 3 o' clock"
    Explanation
    The set of statements "I'll be glad to help you", "your order will be shipped out Friday and you'll have it by next Thursday" or "I'll have someone call you by 3 o' clock" are examples of being an effective CSR by avoiding the negative and accentuating the positive. These statements show a positive and helpful attitude towards the customer, providing reassurance about the order and offering a specific time for a callback. This approach focuses on addressing the customer's needs and concerns in a positive and proactive manner.

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  • 15. 

    Which should be avoided?

    • Acronyms and Buzzwords

    • Technical terms and Slang

    • All of the above

    • None of the above

    Correct Answer
    A. All of the above
    Explanation
    All of the above should be avoided because acronyms, buzzwords, technical terms, and slang can be confusing and alienating to readers who may not be familiar with them. Using these types of language can make communication less clear and effective. It is important to use language that is easily understood by a wide audience in order to ensure that the message is properly conveyed.

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  • 16. 

    When gathering customer Information, what is one of the most effective ways to maintain call flow? 

    • Use open/closed ended questions.

    • Wait until the customer has asked as many questions as they have and them proceed with the call.

    • Ignore the customer and address the questions as you choose to.

    • Adjust the rate of the conversation to match your customer.

    Correct Answer
    A. Use open/closed ended questions.
    Explanation
    Using open/closed ended questions is one of the most effective ways to maintain call flow when gathering customer information. Open-ended questions encourage the customer to provide detailed responses, while closed-ended questions allow for quick and concise answers. By using a combination of both types of questions, the call can flow smoothly and efficiently. This approach ensures that the customer feels heard and understood, while also allowing the agent to gather the necessary information in a structured manner.

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  • 17. 

    Softening questions by using the term "May I ask…". Allows you to what?

    • Helps maintain call flow and control

    • Builds rapport.

    • Is offensive to your customer

    • A and B

    Correct Answer
    A. A and B
    Explanation
    Softening questions by using the term "May I ask..." helps maintain call flow and control as well as builds rapport. By using this phrase, the speaker acknowledges the customer's autonomy and politely seeks permission to ask a question. This approach can help create a positive and respectful interaction, allowing the conversation to flow smoothly and the customer to feel more comfortable. Additionally, it establishes a rapport between the speaker and the customer, promoting a friendly and cooperative atmosphere.

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  • 18. 

    What is a way to satisfy angry customers?

    • Act in a courteous manner

    • Avoid the swamp! (don’t join the customer in his negative emotion)

    • Remain businesslike (don’t become personally involved)

    • Apologize for the customer's dissatisfaction (right or wrong)

    • Explain why (most customer do want to hear what went wrong)

    • Offer benefits (anything extra can help heal the wounds)

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    All of the mentioned ways can be used to satisfy angry customers. Acting in a courteous manner shows respect and empathy towards the customer, while avoiding getting caught up in their negative emotions helps to maintain a professional approach. Apologizing for their dissatisfaction, regardless of whether it is justified or not, acknowledges their feelings and shows a willingness to address the issue. Explaining what went wrong can provide clarity and reassurance to the customer. Offering benefits or anything extra can help to compensate for the negative experience and potentially restore their trust and satisfaction.

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  • 19. 

    When a customer calls in upset with you; what steps should you take?

    • Let the customer vent for a minute

    • Acknowledge the issue and take ownership

    • Compromise and offer solution

    • Advise the customer there is nothing that can be done

    • Place blame

    • Reassure the customer that the issue is resolved and apologize for the inconvenience

    • A, B, C, and F

    Correct Answer
    A. A, B, C, and F
    Explanation
    When a customer calls in upset, it is important to let them vent for a minute to express their frustrations. This allows them to feel heard and understood. Acknowledging the issue and taking ownership shows the customer that you are taking their concerns seriously and are willing to address them. Compromising and offering a solution demonstrates your willingness to find a resolution that satisfies the customer. Placing blame is counterproductive and can escalate the situation further. Reassuring the customer that the issue is resolved and apologizing for the inconvenience helps restore their confidence and trust in your organization.

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  • 20. 

    Satisfying an angry customer can often do what for a company?

    • Create a loyal customer

    • Generate bad word of mouth advertising

    • Create additional call backs from the customer

    • Have no impact at all

    Correct Answer
    A. Create a loyal customer
    Explanation
    Satisfying an angry customer can create a loyal customer for a company. When a customer is angry or dissatisfied with a company's product or service, addressing their concerns and resolving the issue effectively can turn their negative experience into a positive one. By providing excellent customer service and going above and beyond to meet their needs, the company can build trust and loyalty with the customer. This can lead to repeat business, positive word-of-mouth advertising, and a long-term relationship with the customer.

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  • 21. 

    When should you answer the phone by?

    • 1 Ring

    • 2 Rings

    • 3 Rings

    • 4 Rings

    • Let it go to voicemail

    Correct Answer
    A. 3 Rings
    Explanation
    Answering the phone after 3 rings is considered a good practice because it shows that you are attentive and responsive to incoming calls. It also ensures that the caller does not have to wait for too long, which can be frustrating. Answering after 3 rings strikes a balance between being prompt and not appearing too eager or desperate.

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  • 22. 

    When answering a call, you should?

    • Use a cheerful tone of voice.

    • Identify yourself and your company.

    • Be prompt but not hurried.

    • Give the caller options.

    • All of the above.

    Correct Answer
    A. All of the above.
    Explanation
    When answering a call, it is important to use a cheerful tone of voice to create a positive impression and make the caller feel welcome. Identifying yourself and your company helps the caller know they have reached the correct person or organization. Being prompt but not hurried shows professionalism and attentiveness. Giving the caller options allows them to choose the most suitable course of action. Therefore, all of the given options are necessary when answering a call.

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  • 23. 

    When handling multiple calls, you should always handle them in order. If not a customer may be left feeling.

    • Unappreciated

    • Valued

    • It doesn't matter what order you complete calls in

    Correct Answer
    A. Unappreciated
    Explanation
    When handling multiple calls, it is important to handle them in order to ensure that each customer feels valued and appreciated. If calls are not handled in order, there is a risk that a customer may be left feeling unappreciated, as their call may be delayed or overlooked in favor of others. Therefore, it is crucial to prioritize and handle calls in the order they are received to maintain customer satisfaction and ensure that all customers feel valued.

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  • 24. 

    If you have another call coming in, you must.

    • Just put the current caller on hold.

    • Tell the caller that you will put them on hold.

    • Ask permission to put on hold.

    • Never put a caller on hold.

    Correct Answer
    A. Ask permission to put on hold.
    Explanation
    When another call is coming in, it is polite and professional to ask the current caller for permission before putting them on hold. This shows respect for their time and allows them to decide whether they are willing to wait or would prefer to end the call. It also helps to maintain good customer service by keeping the caller informed and involved in the process.

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  • 25. 

    When answering a call.

    • You first tell them it is crazy day.

    • Apologize to first caller for wait time.

    • Tell them to call back at a better time.

    • Tell them you can't help them.

    Correct Answer
    A. Apologize to first caller for wait time.
    Explanation
    The correct answer is to apologize to the first caller for the wait time. This is the most appropriate and professional response when answering a call and acknowledging that the caller had to wait. It shows empathy towards the caller and acknowledges their inconvenience, which can help to maintain a positive customer experience.

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  • 26. 

    You do not want caller to think they have to get past you in order to get to whom they want to reach.  If a call comes in that should be addresses by another department or individual, what should you do?

    • Be professional and hospitable

    • Advise them that they will have to address the issue with you

    • Tell them to call back later

    • Offer to take a message or transfer them to voicemail

    • A and D

    Correct Answer
    A. A and D
    Explanation
    When a call comes in that should be addressed by another department or individual, it is important to be professional and hospitable. This means treating the caller with respect and providing a positive and welcoming experience. Additionally, offering to take a message or transfer them to voicemail allows the caller to have their concern addressed by the appropriate person or department, without feeling like they have to go through you to reach them.

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  • 27. 

    What do you put in you Voicemail Greeting?

    • Make the message personal and informative and Speak slowly and clearly.

    • Say whether you'll be checking messages and Say when you'll be back.

    • Provide caller with options and Explain how your voicemail system works.

    • Thank the caller.

    • All of the above.

    Correct Answer
    A. Make the message personal and informative and Speak slowly and clearly.
    Explanation
    The correct answer is to make the message personal and informative and speak slowly and clearly. This is because a voicemail greeting should provide necessary information to the caller while also being clear and easy to understand. By speaking slowly and clearly, the caller can easily comprehend the message. Additionally, making the message personal adds a personal touch and makes the caller feel more welcomed.

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  • 28. 

    What should you do when Leaving a Message?

    • Prepare your message in advance.

    • Speak slowly and clearly.

    • Leave date and time.

    • Provide specific reasons for your call. Give your contact information

    • End with thanks.

    • All of the above.

    Correct Answer
    A. All of the above.
    Explanation
    The correct answer is "All of the above." When leaving a message, it is important to prepare your message in advance, speak slowly and clearly, leave date and time, provide specific reasons for your call, give your contact information, and end with thanks. By following all of these steps, you can ensure that your message is clear, concise, and provides all the necessary information for the recipient to understand and respond to your call.

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  • 29. 

    Speaking slowly and clearly allows you to do what?

    • Be an effective communicator

    • Create additional questions

    • Sound unprofessional and inadequate

    Correct Answer
    A. Be an effective communicator
    Explanation
    Speaking slowly and clearly allows you to be an effective communicator because it ensures that your message is easily understood by the listener. By speaking slowly, you give the listener enough time to process the information and comprehend it fully. Speaking clearly helps to avoid any confusion or misinterpretation of your words. When you are able to effectively communicate your thoughts and ideas, you can connect with others more easily and convey your message accurately.

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  • 30. 

    If there is a Problem Call, you should….

    • Hang up on the caller.

    • Offer empathy and understanding and Offer and apology if appropriate

    • Make an effort to help and Go the extra mile.

    • B and C only.

    • None of the above.

    Correct Answer
    A. B and C only.
    Explanation
    When receiving a Problem Call, it is important to offer empathy and understanding to the caller, as well as apologize if appropriate. This shows that you are attentive to their concerns and are willing to listen and assist them. Additionally, making an effort to help and going the extra mile demonstrates your commitment to resolving the problem and providing excellent customer service. Therefore, the correct answer is B and C only.

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  • 31. 

    What should you do when you receive a Customer Service Call?

    • Determine the REAL reason for the call.

    • Listen carefully - don’t' interrupt.

    • Ask short, guiding questions.

    • Make recommendations.

    • All of the above.

    Correct Answer
    A. All of the above.
    Explanation
    When you receive a customer service call, it is important to determine the real reason for the call, listen carefully without interrupting, ask short guiding questions to gather more information, and make appropriate recommendations. By doing all of the above, you can effectively understand and address the customer's needs, providing them with the best possible service.

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  • 32. 

    What are the Crucial Areas of Customer Service?

    • Taking all calls

    • Basic Telephone Courtesy, Taking Orders/Selling, and Handling Angry Customers

    • Avoiding angry customers.

    • Accuracy.

    Correct Answer
    A. Basic Telephone Courtesy, Taking Orders/Selling, and Handling Angry Customers
    Explanation
    The crucial areas of customer service include basic telephone courtesy, taking orders/selling, and handling angry customers. These aspects are important because they contribute to providing a positive customer experience. Basic telephone courtesy ensures that customers feel valued and respected during their interactions. Taking orders/selling involves effectively understanding and meeting customer needs, ultimately leading to successful transactions. Handling angry customers is crucial in resolving conflicts and maintaining customer satisfaction. By addressing these crucial areas, businesses can enhance their customer service and build strong relationships with their customers.

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Quiz Review Timeline (Updated): Sep 20, 2024 +

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  • Current Version
  • Sep 20, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 15, 2011
    Quiz Created by
    Joseph Santos

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