Customer Service Exam: Trivia Quiz!

16 Questions | Total Attempts: 81

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Customer Service Exam: Trivia Quiz!

How much do you know about customer service? This quiz deals with customer service over the telephone, as well as in person. This quiz asks you why you should smile when you answer each phone call, what to do if you cannot answer the customer’s question, query, or problem, whether you should argue with the customer, and when and why a supervisor would criticize an employee. This quiz will help you to know what is good customer service.


Questions and Answers
  • 1. 
    To develop a 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. 
    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

  • 4. 
    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

  • 5. 
    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

  • 6. 
    You should always use the correct greeting outlined in the scripts when you answer the phone.
    • A. 

      True

    • B. 

      False

  • 7. 
    To understand customers, you need to get close to them, stay tuned in to them, and think like them.
    • 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

  • 11. 
    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.

  • 12. 
    When speaking with a customer who has 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 become impatient and it may show.

    • C. 

      I adjust my speech to a level they can understand.

    • D. 

      I go get my supervisor.

  • 13. 
    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 co-worker

    • D. 

      Both A and B

  • 14. 
    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 

    • D. 

      None of the above.

  • 15. 
    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

  • 16. 
    A Supervisor may criticize an employee in order to:
    • A. 

      Assist that employee in understanding a better or more effectively 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

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