Customer Service: Basic Training Questions! Quiz

10 Questions

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Customer Service: Basic Training Questions! 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. 
    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

  • 2. 
    If a customer gets upset due to weather delays, is it alright to refund shipping charges?
    • A. 

      True

    • B. 

      False

  • 3. 
    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

  • 4. 
    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

  • 5. 
    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

  • 6. 
    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

  • 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. 

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

  • 8. 
    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?

  • 9. 
    Type response below
  • 10. 
    Which one do you like?
    • A. 

      Option 1

    • B. 

      Option 2

    • C. 

      Option 3

    • D. 

      Option 4