Customer Service Skills Test: Quiz!

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| By Rogeremmer1

Rogeremmer1

Community Contributor

Quizzes Created: 1 | Total Attempts: 149

Questions: 8 | Attempts: 149 | Updated: Mar 20, 2023

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Questions and Answers

1.

Studies have shown that _____% of communication is non-verbal?
- A.
  
  75%
- B.
  
  20%
- C.
  
  55%
- D.
  
  10%
Correct Answer
C. 55%

Explanation
Studies have shown that a significant portion of communication is conveyed through non-verbal cues such as body language, facial expressions, and tone of voice. This suggests that only a portion of communication is conveyed through verbal means. The correct answer, 55%, indicates that more than half of communication is non-verbal, highlighting the importance of non-verbal cues in understanding and interpreting messages.

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2.

What % of communication is content?
- A.
  
  35%
- B.
  
  25%
- C.
  
  40
- D.
  
  7%
Correct Answer
D. 7%

Explanation
The correct answer is 7%. This suggests that only a small portion of communication is determined by the actual content of the message. The majority of communication is influenced by non-verbal cues such as body language, tone of voice, and facial expressions. These non-verbal elements play a significant role in conveying meaning and emotions, often overshadowing the importance of the words being spoken or written.

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3.

Empathy communicates "I pity you."
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Empathy does not communicate "I pity you." Instead, empathy is the ability to understand and share the feelings of another person. It involves showing compassion, support, and a genuine desire to connect with and understand the emotions of others. Pity, on the other hand, implies a sense of superiority or condescension towards someone's suffering. Therefore, the statement that empathy communicates "I pity you" is incorrect.

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4.

How is empathy communicated?
- A.
  
  Active listening
- B.
  
  Not interrupting the customer
- C.
  
  Gaining agreement with the customer
- D.
  
  Acknowledging the customer's feelings
- E.
  
  Take responsibility where appropriate
- F.
  
  Having a customer "fill out this form" while you attend to other work
Correct Answer(s)
A. Active listening
B. Not interrupting the customer
C. Gaining agreement with the customer
D. Acknowledging the customer's feelings
E. Take responsibility where appropriate

Explanation
Choose all possible correct answers.

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5.

The best way to avoid negativity with a customer is?
- A.
  
  Remain focused on what you CAN do for the customer. Offer options, not attitude.
- B.
  
  Tell the customer they are wrong
- C.
  
  Ignore what the customer is telling you
- D.
  
  Make accusations against the customer
Correct Answer
A. Remain focused on what you CAN do for the customer. Offer options, not attitude.

Explanation
The best way to avoid negativity with a customer is to remain focused on what you can do for them and offer options, not attitude. This means actively listening to the customer's concerns and finding solutions to address their needs or resolve their issues. It involves maintaining a positive and helpful attitude throughout the interaction, rather than dismissing or arguing with the customer. By providing options and demonstrating a willingness to assist, you can effectively diffuse any potential negativity and ensure a positive customer experience.

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6.

How should you handle an angry customer?
- A.
  
  Apologize
- B.
  
  Do not make eye contact
- C.
  
  Raise your voice to the customer
- D.
  
  Ask for an explanation
- E.
  
  Make it right
- F.
  
  Make sure they are happy
- G.
  
  Pass the customer off to your manager
- H.
  
  Follow through
- I.
  
  Improve
- J.
  
  Lie
Correct Answer(s)
A. Apologize
D. Ask for an explanation
E. Make it right
F. Make sure they are happy
H. Follow through
I. Improve

Explanation
Choose all appropriate answers.

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7.

List one of the 5 steps of empathy?

Correct Answer(s)
Active listening
Gaining agreement
Apologizing
Acknowledging feelings
Reassuring

Explanation
The correct answer is acknowledging feelings. This step involves recognizing and validating the emotions and experiences of the other person. It requires actively listening to their concerns and demonstrating empathy towards their feelings. By acknowledging their emotions, it helps to create a supportive and understanding environment for effective communication and problem-solving.

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4
8.

You should only apologize when necessary?
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Apologizing should only be done when necessary, as it shows sincerity and remorse for one's actions. Apologizing too frequently or for trivial matters can diminish the impact and significance of a genuine apology. It is important to assess the situation and determine if an apology is warranted, considering the harm caused, the severity of the offense, and the feelings of the affected party. By reserving apologies for when they are truly needed, they carry more weight and can help in resolving conflicts and maintaining healthy relationships.

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Current Version
Mar 20, 2023

Quiz Edited by
ProProfs Editorial Team
Feb 22, 2011

Quiz Created by
Rogeremmer1

Customer Service Skills Test: Quiz!

Studies have shown that _____% of communication is non-verbal?

What % of communication is content?

Empathy communicates "I pity you."

How is empathy communicated?

The best way to avoid negativity with a customer is?

How should you handle an angry customer?

List one of the 5 steps of empathy?

You should only apologize when necessary?