Customer Service Skills Test: Quiz!

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| By Rogeremmer1
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Rogeremmer1
Community Contributor
Quizzes Created: 1 | Total Attempts: 152
| Attempts: 152
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  • 1/8 Questions

    The best way to avoid negativity with a customer is?

    • Remain focused on what you CAN do for the customer. Offer options, not attitude.
    • Tell the customer they are wrong
    • Ignore what the customer is telling you
    • Make accusations against the customer
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About This Quiz

The 'Customer Service Skills Test: Quiz!' assesses key competencies in non-verbal communication, content comprehension, empathy, and customer interaction strategies. It's designed to enhance understanding and application of effective communication and customer service techniques.

Customer Service Skills Test: Quiz! - Quiz

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  • 2. 

    List one of the 5 steps of empathy?

    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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  • 3. 

    Empathy communicates "I pity you."

    • True

    • False

    Correct Answer
    A. 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. 

    You should only apologize when necessary?

    • True

    • 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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  • 5. 

    What % of communication is content? 

    • 35%

    • 25%

    • 40

    • 7%

    Correct Answer
    A. 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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  • 6. 

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

    • 75%

    • 20%

    • 55%

    • 10%

    Correct Answer
    A. 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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  • 7. 

    How is empathy communicated?

    • Active listening

    • Not interrupting the customer

    • Gaining agreement with the customer

    • Acknowledging the customer's feelings

    • Take responsibility where appropriate

    • Having a customer "fill out this form" while you attend to other work

    Correct Answer(s)
    A. Active listening
    A. Not interrupting the customer
    A. Gaining agreement with the customer
    A. Acknowledging the customer's feelings
    A. Take responsibility where appropriate
    Explanation
    Choose all possible correct answers.

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  • 8. 

    How should you handle an angry customer? 

    • Apologize

    • Do not make eye contact

    • Raise your voice to the customer

    • Ask for an explanation

    • Make it right

    • Make sure they are happy

    • Pass the customer off to your manager

    • Follow through

    • Improve

    • Lie

    Correct Answer(s)
    A. Apologize
    A. Ask for an explanation
    A. Make it right
    A. Make sure they are happy
    A. Follow through
    A. Improve
    Explanation
    Choose all appropriate answers.

    Rate this question:

Quiz Review Timeline (Updated): Mar 20, 2023 +

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 22, 2011
    Quiz Created by
    Rogeremmer1
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