Customer Experience Test Questions

10 Questions | Total Attempts: 74

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Customer Experience Test Questions

Building Reliable and supportive customer Experience Team


Questions and Answers
  • 1. 
    To encourage engagement, you should do the following:(Select all that apply) 
    • A. 

      Smile

    • B. 

      Make eye contact

    • C. 

      Listen

    • D. 

      Tell them everything you know about a product or service

  • 2. 
    If a customer gets upset due to system delays, is it alright to tell them your CBA is down
    • A. 

      True

    • B. 

      False

  • 3. 
    Our customer walks into the branch to report that they been debitted without receiving value. What do you do?
    • A. 

      Apologize, validate the complaint, log the dispute and  promise to provide feedback

    • B. 

      Tell the customer to wait for 3 days .

    • C. 

      Apologize and have the customer try the transaction again

    • D. 

      Have the customer send a mail to contact center

  • 4. 
    Choose the word that best applies to this statement.  “The best Customer experiences are not
    • A. 

      Relevant

    • B. 

      Intentional

    • C. 

      Accidental

    • D. 

      Consistent

  • 5. 
    In communicating with customers it is right to speak to the customer in his native language?
    • A. 

      Yes

    • B. 

      No

  • 6. 
    If you were unable to answer a customer's question, query or problem what might you do?
    • A. 

      Tell them to come back later

    • B. 

      Ask a colleague or supervisor

    • C. 

      Tell them you do not know the answer

  • 7. 
    What might give a customer a positive impression of yourself? (Select all that apply)
    • A. 

      Uniform and hygiene

    • B. 

      Body language

    • C. 

      Language used

    • D. 

      Confidently  telling customers you don't know the answer to their question

  • 8. 
    What are the qualities of a good customer-centric officer? (Select all that apply)
    • A. 

      Empathy

    • B. 

      Integrity

    • C. 

      Proactiveness

    • D. 

      Procastination

    • E. 

      Fear

  • 9. 
    A complaining customer is...?
    • A. 

      Almost right

    • B. 

      Always the customer

    • C. 

      Often Lying

    • D. 

      Always right

  • 10. 
    Customers are more easily satisfied if their expectations are effectively managed.
    • A. 

      Yes

    • B. 

      No

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