Customer Service Training Quiz: Trivia!
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Are you familiar with customer service training? This quiz will tell you what the term fresh check means, how to greet the customer, is more important to pat yourself on the back or is important to make the customer happy, and whether it is acceptable to cheat the customer as long as they don’t find out. This quiz is top-notch. You will not regret taking this quiz.
Questions and Answers
- 1.
During the call, the first thing you need to do is:
- A.
Confirm the delivery time.
- B.
Great the customer by using your name and stating the purpose of the call.
- C.
Introduce the company and giving the customer the time frame.
Correct Answer
B. Great the customer by using your name and stating the purpose of the call.Explanation
The correct answer is to greet the customer by using your name and stating the purpose of the call. This is important because it establishes a friendly and professional tone right from the beginning of the call. By using your name, you personalize the interaction and make the customer feel valued. Stating the purpose of the call helps the customer understand why you are reaching out to them and sets the context for the conversation. This step is crucial in building rapport and ensuring effective communication with the customer.Rate this question:
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- 2.
What does the term "fresh check" mean to the delivery team?
- A.
Take a fresh look at the products to ensure new damages have not been created.
- B.
Make sure you look nice by doing a "fresh check" in the mirror.
- C.
Check yourself to ensure you smell fresh for the customer.
Correct Answer
C. Check yourself to ensure you smell fresh for the customer.Explanation
The term "fresh check" means checking oneself to ensure that they smell fresh for the customer. This suggests that the delivery team should make sure they have a pleasant scent before interacting with customers. It is important for them to maintain good hygiene and present themselves in a way that is pleasing to the customer.Rate this question:
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- 3.
When should you call the customer prior to making the delivery during your 3-hour window?
- A.
10 minutes prior to making the delivery.
- B.
20 minutes prior to making the delivery.
- C.
30 minutes prior to making the delivery.
- D.
40 minutes prior to making the delivery.
Correct Answer
C. 30 minutes prior to making the delivery.Explanation
Calling the customer 30 minutes prior to making the delivery allows for a reasonable amount of time for the customer to prepare for the delivery and be available to receive it. This ensures that the customer is not caught off guard and can make any necessary arrangements to be present when the delivery arrives. Calling too early, such as 40 minutes prior, may cause the customer to wait unnecessarily, while calling too late, such as 10 or 20 minutes prior, may not give the customer enough time to prepare. Therefore, 30 minutes prior to making the delivery is the most appropriate time to call the customer.Rate this question:
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- 4.
You should greet every customer with a smile.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Greeting every customer with a smile is a good practice in customer service. A smile can create a positive and welcoming atmosphere, making the customer feel valued and appreciated. It can also help to establish a friendly and approachable image for the business. Additionally, a smile can help to diffuse any potential tension or frustration the customer may have, leading to better communication and a more positive overall experience. Therefore, it is advisable to greet every customer with a smile.Rate this question:
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- 5.
What must you wear in the customer's home to prevent tracking dirt in their home?
- A.
Booties
- B.
Gloves
- C.
Clean Shoes
Correct Answer
A. BootiesExplanation
To prevent tracking dirt in the customer's home, wearing booties is necessary. Booties are protective covers that are worn over shoes to keep them clean and prevent dirt or debris from being brought into the customer's home. By wearing booties, the service provider can maintain cleanliness and ensure that the customer's home remains dirt-free during their visit. Gloves and clean shoes may not offer the same level of protection as booties specifically designed for this purpose.Rate this question:
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- 6.
My goal if for the customer to GIVE you a "5".
- A.
True. I want it handed to me.
- B.
False. My goal is to delivery the customer a "5".
Correct Answer
B. False. My goal is to delivery the customer a "5".Explanation
The correct answer is "False. My goal is to deliver the customer a '5'." This means that the speaker's goal is not to receive a "5" rating from the customer, but rather to provide such excellent service that the customer themselves would rate their experience as a "5". The focus is on delivering high-quality service rather than simply seeking a favorable rating.Rate this question:
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- 7.
What additional step can you take to ensure the customer's floor does not get dirty during the delivery?
- A.
Clean the box the product is in.
- B.
Be sure your helper is wearing clean shoes
- C.
Lay down blankets
- D.
Clean your shoes outside the home.
Correct Answer
C. Lay down blanketsExplanation
To ensure that the customer's floor does not get dirty during the delivery, laying down blankets can be an additional step. By placing blankets on the floor, any dirt or debris from the delivery process can be prevented from directly touching and dirtying the floor. This extra precautionary measure can help maintain the cleanliness and condition of the customer's floor during the delivery.Rate this question:
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- 8.
It is ok to complain to the customer.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Complaining to the customer is not considered appropriate or professional behavior. It is important to maintain a positive and respectful attitude when dealing with customers, even if there are issues or complaints. Instead of complaining, it is more effective to address the customer's concerns and find a solution to their problem. By doing so, businesses can maintain good customer relationships and ensure customer satisfaction.Rate this question:
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- 9.
It is ok to leave a damaged piece in the customer's home if they didn't notice the damage.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Leaving a damaged piece in the customer's home, even if they didn't notice the damage, is not acceptable. It is the responsibility of the service provider to ensure that the customer receives a product or service in perfect condition. Leaving a damaged piece could lead to customer dissatisfaction and negative reviews, affecting the reputation of the business. Therefore, it is important to address any damage and provide a satisfactory solution to the customer.Rate this question:
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- 10.
What steps must you take prior to leaving the customer's home?
- A.
Demonstrate the product and answer all of the customer's questions.
- B.
Remove any haul away product, making sure all water hoses are secured and won't leak.
- C.
5-10 minutes prior to completing the delivery, have your helper call into the facility and let them know you're almost done.
- D.
Ensure the facility asks "did our driver deliver you a 5", and explain the survey and our commitment to customer satisfaction.
- E.
Walk to the customer's home, make sure the home is clean of any delivery debris, smile, thank the customer for their purchase, tell them you look forward to delivering to them again in the future, and hand them the business card that reminds them of the survey.
- F.
Ask the customer "do you feel I gave you a 5 star delivery today?"
Correct Answer(s)
A. Demonstrate the product and answer all of the customer's questions.
B. Remove any haul away product, making sure all water hoses are secured and won't leak.
C. 5-10 minutes prior to completing the delivery, have your helper call into the facility and let them know you're almost done.
D. Ensure the facility asks "did our driver deliver you a 5", and explain the survey and our commitment to customer satisfaction.
E. Walk to the customer's home, make sure the home is clean of any delivery debris, smile, thank the customer for their purchase, tell them you look forward to delivering to them again in the future, and hand them the business card that reminds them of the survey.
F. Ask the customer "do you feel I gave you a 5 star delivery today?"Explanation
Prior to leaving the customer's home, it is important to demonstrate the product and answer all of the customer's questions to ensure they have a clear understanding of how to use it. Additionally, any haul away product should be removed and water hoses should be secured to prevent any leaks. It is also necessary to inform the facility that the delivery is almost complete. The facility should then ask the customer if the driver delivered a 5-star service and explain the survey and commitment to customer satisfaction. Lastly, the delivery area should be inspected for any debris, and the customer should be thanked for their purchase and given a business card reminding them of the survey. Asking the customer if they feel they received a 5-star delivery is also important to gauge their satisfaction.Rate this question:
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- 11.
When the delivery is 100% complete, what is the first thing you do?
- A.
Being to get ready for your next stop.
- B.
Ensure you call in and let the facility know the delivery is 100% complete with no issues.
- C.
Begin the "30 Minute" predelivery process.
Correct Answer
B. Ensure you call in and let the facility know the delivery is 100% complete with no issues.Explanation
After completing the delivery, it is important to inform the facility that the delivery is 100% complete with no issues. This ensures that the facility is aware of the successful completion and can proceed with any necessary next steps. Calling in and providing this information helps maintain clear communication and allows for proper coordination between the delivery personnel and the facility.Rate this question:
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- 12.
Your ultimate goal is to ensure that the customer is 100% happy and satisfied with their delivery.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true because the ultimate goal of any delivery service is to ensure customer satisfaction. Meeting this goal means that the customer receives their delivery in a timely manner, the package is in good condition, and any special instructions or requests are followed. Customer satisfaction is crucial for the success of a delivery service as it leads to repeat business and positive word-of-mouth recommendations.Rate this question:
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- 13.
Never tell a customer "no" or "we can't make that time frame" if there is an issue. Alert management and let them work out the delivery issue for the customer.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that instead of directly telling a customer "no" or that a certain time frame cannot be met, it is better to inform management about the issue and let them handle it in order to find a solution that satisfies the customer's needs. This implies that the statement is true.Rate this question:
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- 14.
Never leave a damaged piece in the customer's home.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Leaving a damaged piece in the customer's home would be considered unprofessional and could potentially harm the reputation of the business. It is important to ensure that any damaged items are either repaired or replaced before leaving the customer's home to ensure customer satisfaction and maintain a good business image.Rate this question:
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- 15.
Always work with a smile, even if the job gets tough.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Working with a smile, even when the job gets tough, is a positive and optimistic approach to work. It can help improve one's attitude and morale, as well as create a positive work environment. Smiling can also have a positive impact on others, making them feel more comfortable and motivated. By choosing to work with a smile, individuals can maintain a positive mindset and effectively handle challenges and difficulties that may arise in their job.Rate this question:
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Current Version
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Mar 20, 2023Quiz Edited by
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Nov 17, 2012Quiz Created by
BrittanyHauck
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