Customer Service Skills Test: Quiz!

8 Questions | Total Attempts: 117

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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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