Customer Service Self Examination: Quiz!

10 Questions | Total Attempts: 1749

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Customer Service Self Examination: Quiz! - Quiz

Customer service self examination: quiz! A customer service agent is tasked with ensuring a customer is satisfied with the product and services a business has to offer. There are different qualities that make one qualified for this position and this quiz is one of the best ways to see if you actually have what it takes. Do give it a shot and see if you need to up your skills.


Questions and Answers
  • 1. 
    To develop rapport over the phone you should do the following three things:
    • A. 

      Smile

    • B. 

      Show Empathy

    • C. 

      Point your heart towards them

    • D. 

      Make Eye contact

    • E. 

      Listen

  • 2. 
    What are the three key reasons for customer dissatisfaction?
    • A. 

      Employees who don't listen to what the customer is saying.

    • B. 

      Employees who ignore customers completely.

    • C. 

      Employees who don't follow up or follow through.

    • D. 

      Employees who ask too many questions.

  • 3. 
    To understand customers, you need to get close to them, stay tuned in to them, and think like them.
    • A. 

      True

    • B. 

      False

  • 4. 
    If you had a customer who had a problem or query, what might you do to help them? 
    • A. 

      Ignore them.

    • B. 

      Ask them what the problem is.

    • C. 

      Wait for them to ask someone else

  • 5. 
    If you were unable to answer the customer's question, query, or problem what might you do? 
    • A. 

      Put the customer on hold and ask a colleague or supervisor.

    • B. 

      Tell them you do not know the answer.

    • C. 

      Tell them to call back later

  • 6. 
    Why should you smile every time you answer a phone call?
    • A. 

      Because it will make you feel better

    • B. 

      Because smiling is fun

    • C. 

      Because you are having a bad day

    • D. 

      Because the person on the other end of the line can tell that you are smiling

  • 7. 
    You should always use the correct greeting outlined in the scripts when you answer the phone.
    • A. 

      True

    • B. 

      False

  • 8. 
    You should tell the customer if he/she is at fault.
    • A. 

      True

    • B. 

      False

  • 9. 
    Argue with the customer. Stand for your right.
    • A. 

      True

    • B. 

      False

  • 10. 
    Apologize to the customer even if the fault was done by another staff.
    • A. 

      True

    • B. 

      False

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