Customer Service Training Quiz: Trivia!

15 Questions | Total Attempts: 400

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Customer Service Training Quiz: Trivia!

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.

  • 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.

  • 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.

  • 4. 
    You should greet every customer with a smile.
    • A. 

      True

    • B. 

      False

  • 5. 
    What must you wear in the customer's home to prevent tracking dirt in their home?
    • A. 

      Booties

    • B. 

      Gloves

    • C. 

      Clean Shoes

  • 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".

  • 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.

  • 8. 
    It is ok to complain to the customer.
    • A. 

      True

    • B. 

      False

  • 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

  • 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?"

  • 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.

  • 12. 
    Your ultimate goal is to ensure that the customer is 100% happy and satisfied with their delivery.
    • A. 

      True

    • B. 

      False

  • 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

  • 14. 
    Never leave a damaged piece in the customer's home.
    • A. 

      True

    • B. 

      False

  • 15. 
    Always work with a smile, even if the job gets tough.
    • A. 

      True

    • B. 

      False

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