Customer Service: Basic Training Questions! Quiz

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Customer Service: Basic Training Questions! Quiz - Quiz

Spending a fortune on training customer service reps? Use this quiz to find out the outcome of your customer support training!


Questions and Answers
  • 1. 

    Type response below

  • 2. 

    To develop rapport, you should do the following: (Select all that apply)  

    • A.

      Smile

    • B.

      Make eye contact

    • C.

      Point your heart towards them

    • D.

      Listen

    • E.

      Tell them everything you know about a product or service

    Correct Answer(s)
    A. Smile
    B. Make eye contact
    C. Point your heart towards them
    D. Listen
    Explanation
    You want to tell them what will meet their needs, not everything you know.

    Rate this question:

  • 3. 

    If a customer gets upset due to weather delays, is it alright to refund shipping charges?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    You should try to explain the situation to the customer first. If they are unhappy with the resolution, start slowly. Offer only to credit a small portion of their shipping and go up from there if need be.

    Rate this question:

  • 4. 

    Our customer called to report that they have received an incorrect item. What do you do?

    • A.

      Apologize, do a replacement and have customer ship back the incorrect item

    • B.

      Tell the customer to return the wrong item. Once we receive, offer a resend.

    • C.

      Apologize and have the customer ship back the incorrect item

    • D.

      Have the customer ship back the incorrect item and help them to place an order for the correct one

    Correct Answer
    A. Apologize, do a replacement and have customer ship back the incorrect item
    Explanation
    You should always apologize first. Second, you should do a replacement order for the customer. If the incorrect item is under $20, the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

    Rate this question:

  • 5. 

    Our customer got a damaged item that costs $50. What do you do?

    • A.

      Have the customer return the item and dispatch a new one, once the old shipment reaches you

    • B.

      Help the customer to create a flex label free of charge and when the item returns, ship out a new one

    • C.

      Help the customer to create a flex label free of charge and do a replacement order for a new item right away

    • D.

      Have the customer return the damaged item and place a brand new order for the new item

    Correct Answer
    C. Help the customer to create a flex label free of charge and do a replacement order for a new item right away
    Explanation
    You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charge (leave case notes indicating this), and create a replacement order for the item right away.

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  • 6. 

    If you had a customer who had a problem or query, what might you do to help them?

    • A.

      Ignore them

    • B.

      Wait for them to ask someone else

    • C.

      Ask for details about the problem

    Correct Answer
    C. Ask for details about the problem
    Explanation
    To effectively help a customer with a problem or query, it is important to ask for details about the problem. By doing so, you can gather specific information that will enable you to understand the issue better and provide appropriate assistance. This approach shows that you are attentive, proactive, and genuinely interested in resolving the customer's concern. It also allows you to tailor your response and offer a more targeted solution, ultimately improving the customer experience and increasing their satisfaction.

    Rate this question:

  • 7. 

    If you were unable to answer the 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

    Correct Answer
    B. Ask a colleague or supervisor
    Explanation
    Asking a colleague or supervisor is the best course of action if you are unable to answer a customer's question or address their problem. This shows that you are proactive and willing to seek assistance in order to provide the customer with the correct information or solution. It also ensures that the customer's needs are met in a timely manner, as your colleague or supervisor may have the necessary knowledge or resources to assist them.

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  • 8. 

    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.

      Telling customers you don't know the answer to their question

    Correct Answer(s)
    A. Uniform and hygiene
    B. Body language
    C. Language used
    Explanation
    Uniform and hygiene can give a customer a positive impression as it shows professionalism and attention to detail. Body language is also important as it can convey confidence, attentiveness, and approachability. Language used is crucial in creating a positive impression as it should be polite, clear, and helpful. Telling customers that you don't know the answer to their question can also leave a positive impression as it shows honesty and a willingness to find the correct information.

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  • 9. 

    What sort of questions might you be able to ask customers? (Select all that apply)

    • A.

      May I help you?

    • B.

      What are you looking for today?

    • C.

      Did you find everything your were looking for today?

    • D.

      What's wrong?

    • E.

      Are you crazy?

    Correct Answer(s)
    A. May I help you?
    B. What are you looking for today?
    C. Did you find everything your were looking for today?
    Explanation
    The correct answers are "May I help you?", "What are you looking for today?", and "Did you find everything you were looking for today?". These questions are appropriate for customer service interactions as they show a willingness to assist the customer, gather information about their needs, and ensure their satisfaction. The other options, "What's wrong?" and "Are you crazy?" are inappropriate and unprofessional for customer interactions.

    Rate this question:

  • 10. 

    Which one do you like?

    • A.

      Option 1

    • B.

      Option 2

    • C.

      Option 3

    • D.

      Option 4

    Correct Answer
    B. Option 2

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 21, 2018
    Quiz Created by
    Asds
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