Customer Service Skills Test: Quiz!
8 Questions
| Total Attempts: 117
(175).jpg "Customer Service Skills Test: Quiz!")
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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%
- 2.What % of communication is content?
- A.
35%
- B.
25%
- C.
40
- D.
7%
- 3.Empathy communicates "I pity you."
- A.
True
- B.
False
- 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
- 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
- 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
- 7.List one of the 5 steps of empathy?
- 8.You should only apologize when necessary?
- A.
True
- B.
False
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