Customer Service Skills Test Questions And Answers

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Customer Service Skills Test Questions And Answers - Quiz


Do you want to apply for a role in customer service? Are your customer service skills really good? Take this customer service skills test and improve your hiring chances. Also, it would test your knowledge of whether you know the basics of customer service. Customer service is the support and assistance of the services provided to the customers before and after a purchase. Whether you're applying for a role in customer support or want to increase your sales, you must possess good skills to please your customers. Let's begin the quiz, then!


Questions and Answers
  • 1. 

    A complaining customer is...

    • A.

      Almost right

    • B.

      Always the customer

    • C.

      Often lying

    • D.

      Always right

    Correct Answer
    B. Always the customer
    Explanation
    The correct answer is "Always the customer." This statement implies that regardless of the situation, the customer should be given priority and their concerns should be addressed. It suggests that the customer's perspective and experience should be valued and respected, even if they may not always be completely accurate or truthful in their complaints. The focus is on providing excellent customer service and resolving any issues to maintain customer satisfaction.

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  • 2. 

    What are the 3 elements of customer service?

    • A.

      Professionalism

    • B.

      Practice

    • C.

      Patience

    • D.

      People-first

    • E.

      Politeness

    Correct Answer(s)
    A. Professionalism
    C. Patience
    D. People-first
    Explanation
    The three elements of customer service are professionalism, patience, and people-first approach. Professionalism ensures that the customer is treated with respect and receives high-quality service. Patience is important as it allows the customer service representative to listen attentively, understand the customer's needs, and provide appropriate solutions. A people-first approach means prioritizing the customer's satisfaction and going the extra mile to meet their expectations. These elements together contribute to effective customer service and help build strong relationships with customers.

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  • 3. 

    Customers who complain:

    • A.

      Had unhappy childhoods

    • B.

      Are genetically predisposed to be sourpusses

    • C.

      Have trouble in their primary relationships

    • D.

      Are doing you a service in identifying what isn’t working in your business or organization.

    Correct Answer
    D. Are doing you a service in identifying what isn’t working in your business or organization.
    Explanation
    This answer suggests that customers who complain are actually helping by pointing out the areas that are not functioning properly in a business or organization. Instead of seeing their complaints as negative, it is important to view them as opportunities for improvement and to address any issues that may exist.

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  • 4. 

    CRM stands for:

    • A.

      Customers Rarely Matter

    • B.

      Can’t Remember Much

    • C.

      Communicating Random Meaning

    • D.

      Customer Relationship Management

    Correct Answer
    D. Customer Relationship Management
    Explanation
    CRM stands for Customer Relationship Management. This term refers to the strategies, practices, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. CRM helps businesses build and maintain strong relationships with their customers, improve customer satisfaction, and drive sales growth. It involves various activities such as managing customer data, tracking customer interactions, and implementing marketing campaigns targeted at specific customer segments.

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  • 5. 

    Customers who complain want . . .

    • A.

      Something for nothing

    • B.

      To be heard and have their experience validated

    • C.

      To vent for the sport of it

    • D.

      To be made majority shareholders in the company

    Correct Answer
    B. To be heard and have their experience validated
    Explanation
    When customers complain, they usually want to be heard and have their experience validated. This means that they want their concerns and grievances to be acknowledged and taken seriously by the company. They seek empathy and understanding from the company, and they want their issues to be addressed and resolved. This helps to build trust and loyalty with the customer, as they feel that their feedback is valued and that the company cares about their satisfaction.

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  • 6. 

    Customer Service departments

    • A.

      Are the afterthought that cleans up messes other departments cause

    • B.

      Build customer loyalty

    • C.

      Are leaders in understanding customer behavior patterns and market research

    • D.

      All of the above

    Correct Answer
    C. Are leaders in understanding customer behavior patterns and market research
    Explanation
    The correct answer is "Are leaders in understanding customer behavior patterns and market research." This means that customer service departments are at the forefront of understanding how customers behave and what they want. They are responsible for conducting market research and analyzing customer behavior patterns to improve the overall customer experience. This answer suggests that customer service departments play a crucial role in understanding and meeting customer needs.

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  • 7. 

    For a company to be considered service-oriented:

    • A.

      It must mention customer service in its mission statement.

    • B.

      At least 18.3% of its employees must work in the customer service department

    • C.

      Its managers must at one time have been CSRs

    • D.

      Customer service must be addressed by all departments

    Correct Answer
    D. Customer service must be addressed by all departments
    Explanation
    For a company to be considered service-oriented, customer service must be addressed by all departments. This means that every department in the company should prioritize and focus on providing excellent customer service, not just the customer service department. This ensures that the company as a whole is dedicated to meeting customer needs and delivering a positive customer experience. It emphasizes the importance of customer satisfaction throughout the entire organization, promoting a customer-centric culture and approach.

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  • 8. 

    A call center is defined as:

    • A.

      The midpoint in duration of a telephone call

    • B.

      A revenue sink hole

    • C.

      A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

    • D.

      A location where complaints and problems are converted into successful saves for your customers and your company

    Correct Answer
    D. A location where complaints and problems are converted into successful saves for your customers and your company
    Explanation
    The correct answer is "A location where complaints and problems are converted into successful saves for your customers and your company." This answer accurately describes the purpose and function of a call center. Call centers are designed to handle customer complaints and problems, and their main goal is to resolve these issues in a way that satisfies the customers and benefits the company. The term "successful saves" implies that the call center is able to turn potentially negative situations into positive outcomes for both the customers and the company.

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  • 9. 

    Customer care is

    • A.

      A managed care medical program for customers

    • B.

      A nifty alliterative phrase that looks good in company brochures

    • C.

      A new program where customers care for themselves

    • D.

      A philosophy wherein the customer is wrapped in service even before a problem arises

    Correct Answer
    D. A philosophy wherein the customer is wrapped in service even before a problem arises
    Explanation
    The correct answer is "A philosophy wherein the customer is wrapped in service even before a problem arises". This means that customer care is not just about solving problems or addressing complaints, but about providing proactive support and anticipating the needs of customers. It emphasizes the importance of delivering excellent service and creating a positive customer experience from the very beginning, rather than just reacting to issues when they arise.

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  • 10. 

    Customer Service Culture is

    • A.

      A new form of yogurt where the lid removes itself for you

    • B.

      Behavior being analyzed in a Petrie dish for contagions

    • C.

      A mythical civilization in which everyone smiles and welcomes you when they meet

    • D.

      An environment where customer service permeates the thinking of the entire company.

    Correct Answer
    D. An environment where customer service permeates the thinking of the entire company.
    Explanation
    The correct answer is "An environment where customer service permeates the thinking of the entire company." This answer best describes what customer service culture is. It implies that customer service is not limited to a specific department or individual, but rather it is ingrained in the mindset of everyone in the company. This suggests that providing excellent customer service is a priority throughout the organization and is reflected in the company's values, behaviors, and interactions with customers.

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