Customer Service : Call Handling Questions

32 Questions | Total Attempts: 223

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Customer Service Quizzes & Trivia

Questions and Answers
  • 1. 
    Who are the most important people working in any organization that claims to focus on it's customers?
    • A. 

      Marketing Department

    • B. 

      Billing Department

    • C. 

      Customer Service Representative (CSR)

    • D. 

      Drivers

    • E. 

      All of the above

  • 2. 
    What are some Key Skills for you to become a more effective CSR?
    • A. 

      Listening Effectively, Extending Common Courtesy, and Avoiding Wrong Impression

    • B. 

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

    • C. 

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

    • D. 

      Closing the conversation

    • E. 

      All of the above

  • 3. 
    What are some Obstacles to Listening Effectively?
    • A. 

      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.

    • B. 

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

    • C. 

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

    • D. 

      Making assumptions rather than asking questions.

    • E. 

      All of the above

  • 4. 
    What are the different listening styles that influence the way CSR's interact with customers?
    • A. 

      Amiable

    • B. 

      Assertive

    • C. 

      Analytical

    • D. 

      Outgoing

    • E. 

      All of the above

  • 5. 
    Language, tone and attitude you use convey that to customers. When you put a smile in your voice. Your customer will feel...
    • A. 

      Appreciated

    • B. 

      Overwhelemed

    • C. 

      Ignored

    • D. 

      Valued

    • E. 

      A and D

  • 6. 
    What are 4 important words/phrases that you need to use with your customers
    • A. 

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

    • B. 

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

    • C. 

      How…, What…, When…, Where…

    • D. 

      All of the above

    • E. 

      None of the above

  • 7. 
    What is one way to effectively manage the use of a customers name during a call?
    • A. 

      Use customers name at the introduction and closing of the call

    • B. 

      Use the customers name as many times as possible

    • C. 

      Never address the customer by their first or last name

  • 8. 
    When is it appropriate to use the customers first name?
    • A. 

      Always

    • B. 

      Never

    • C. 

      Only if your asked

    • D. 

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

    • E. 

      At the end of the call

  • 9. 
    What should you assume when using the names of the client?
    • A. 

      Use the customer's last name

    • B. 

      First name only if asked

    • C. 

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

    • D. 

      All of the above

    • E. 

      Don't overuse their name!

  • 10. 
    When communicating with a customer what is one way to effectively send a message to your customers.
    • A. 

      Tone and rate of speech

    • B. 

      Speaking very loudly

    • C. 

      Asking to many questions

    • D. 

      Interrupt the customer frequently to answer a question

  • 11. 
    What is a golden rule when interacting with your customer?
    • A. 

      Treat them the same way you expect to be treated.

    • B. 

      Give them misleading information to avoid additional questions.

    • C. 

      Address them by their first name only.

    • D. 

      Rush through the call as quickly as possible.

  • 12. 
    Customers do NOT want to hear negatives.  What are common phrases to AVOID so you don’t give the wrong impression?
    • A. 

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

    • B. 

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

    • C. 

      "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"

    • D. 

      "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?"

    • E. 

      All of the above

  • 13. 
    What is a guideline in avoiding the wrong impression with your customer?
    • A. 

      Keep negative internal information to yourself.

    • B. 

      Don’t be critical of other work units.

    • C. 

      Keep your remarks about your organization positive.

    • D. 

      Keep your remarks about your co-worker positive.

    • E. 

      All of the above.

  • 14. 
    Being an effective CSR is avoiding the negative and accentuating the positive. Which set of statements are examples of this.
    • A. 

      "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"

    • B. 

      "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"

    • C. 

      All of the above.

    • D. 

      None of the above.

  • 15. 
    Which should be avoided?
    • A. 

      Acronyms and Buzzwords

    • B. 

      Technical terms and Slang

    • C. 

      All of the above

    • D. 

      None of the above

  • 16. 
    When gathering customer Information, what is one of the most effective ways to maintain call flow? 
    • A. 

      Use open/closed ended questions.

    • B. 

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

    • C. 

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

    • D. 

      Adjust the rate of the conversation to match your customer.

  • 17. 
    Softening questions by using the term "May I ask…". Allows you to what?
    • A. 

      Helps maintain call flow and control

    • B. 

      Builds rapport.

    • C. 

      Is offensive to your customer

    • D. 

      A and B

  • 18. 
    What is a way to satisfy angry customers?
    • A. 

      Act in a courteous manner

    • B. 

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

    • C. 

      Remain businesslike (don’t become personally involved)

    • D. 

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

    • E. 

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

    • F. 

      Offer benefits (anything extra can help heal the wounds)

    • G. 

      All of the above

  • 19. 
    When a customer calls in upset with you; what steps should you take?
    • A. 

      Let the customer vent for a minute

    • B. 

      Acknowledge the issue and take ownership

    • C. 

      Compromise and offer solution

    • D. 

      Advise the customer there is nothing that can be done

    • E. 

      Place blame

    • F. 

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

    • G. 

      A, B, C, and F

  • 20. 
    Satisfying an angry customer can often do what for a company?
    • A. 

      Create a loyal customer

    • B. 

      Generate bad word of mouth advertising

    • C. 

      Create additional call backs from the customer

    • D. 

      Have no impact at all

  • 21. 
    When should you answer the phone by?
    • A. 

      1 Ring

    • B. 

      2 Rings

    • C. 

      3 Rings

    • D. 

      4 Rings

    • E. 

      Let it go to voicemail

  • 22. 
    When answering a call, you should?
    • A. 

      Use a cheerful tone of voice.

    • B. 

      Identify yourself and your company.

    • C. 

      Be prompt but not hurried.

    • D. 

      Give the caller options.

    • E. 

      All of the above.

  • 23. 
    When handling multiple calls, you should always handle them in order. If not a customer may be left feeling.
    • A. 

      Unappreciated

    • B. 

      Valued

    • C. 

      It doesn't matter what order you complete calls in

  • 24. 
    If you have another call coming in, you must.
    • A. 

      Just put the current caller on hold.

    • B. 

      Tell the caller that you will put them on hold.

    • C. 

      Ask permission to put on hold.

    • D. 

      Never put a caller on hold.

  • 25. 
    When answering a call.
    • A. 

      You first tell them it is crazy day.

    • B. 

      Apologize to first caller for wait time.

    • C. 

      Tell them to call back at a better time.

    • D. 

      Tell them you can't help them.

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