Customer Service: Basic Training Questions! Quiz

10 Questions | By Victorywolf | Updated: Mar 22, 2022 | Attempts: 554

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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
3.

If a customer gets upset due to weather delays, is it alright to refund shipping charges?
- A.
  
  True
- B.
  
  False
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
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
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
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
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
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?
10.

Which one do you like?
- A.
  
  Option 1
- B.
  
  Option 2
- C.
  
  Option 3
- D.
  
  Option 4