Customer Experience Test Questions
Building Reliable and supportive customer Experience Team
- 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
Questions: 5 | Attempts: 156 | Last updated: Jan 15, 2013
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Sample QuestionTo encourage engagement, you should do the following:(Select all that apply)
Questions: 10 | Attempts: 93 | Last updated: Jul 30, 2011
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Sample Question............................. tool creates directory /mailadmin in the user's home directory. The tool also creates html files in that directory which will allow him/his users to login to the mail interface with their mailbox username and password.
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