Ultimate Quiz On Customer Service! Test

69 Questions | Total Attempts: 68

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Ultimate Quiz On Customer Service! Test

Do you know how vital customer service is? Would you be able to pass this quiz? According to this quiz, you will need to see the significance of customer loyalty, why caring about the customer’s concerns is the epitome of good business, what it means for a customer to be satisfied with your service, and how to treat your competitors. This quiz will give you an idea of how businesses like Hair Connections handle customer service issues.


Questions and Answers
  • 1. 
    Customer loyalty is an emotional tie of trust.
    • A. 

      True

    • B. 

      False

  • 2. 
    Satisfied customers are usually loyal customers.
    • A. 

      True

    • B. 

      False

  • 3. 
    Which of the following phrases shows excellent customer service?
    • A. 

      I can...

    • B. 

      You need to...

    • C. 

      It's company policy.

    • D. 

      That's just the way it's done.

  • 4. 
    When listening actively, empathize to show the customer that you:
    • A. 

      Prefer to talk about yourself.

    • B. 

      Care about his or her concerns.

    • C. 

      Consider his or her problems unimportant.

    • D. 

      Have your own problems to deal with.

  • 5. 
    Which of the following statements is true?
    • A. 

      Keeping loyal customers is less expensive than finding new customers.

    • B. 

      Keeping loyal customers is more expensive than finding new customers.

    • C. 

      Keeping loyal customers and finding new customers are equally expensive.

  • 6. 
    When listening actively, affirm to show the customer that you:
    • A. 

      Are paying attention.

    • B. 

      Are busy with other matters.

    • C. 

      Have other customers to deal with.

    • D. 

      Are not responsible for his or her problems.

  • 7. 
    Which of the following is an excellent customer service practice?
    • A. 

      Not taking responsibility for a customer's problem.

    • B. 

      Blaming someone else for a customer's problem, and referring the customer to your supervisor.

    • C. 

      Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

    • D. 

      Following up with a customer to make sure his or her problem was corrected.

  • 8. 
    A customer continues to seek services at Hair Connections for a while. However, she switches to a new salon when it opens up a few miles closer to her home. This customer was most likely:
    • A. 

      Satisfied with the customer service at your salon.

    • B. 

      Delighted with the customer service at your salon.

    • C. 

      Dissatisfied with the customer service at your salon.

  • 9. 
    A person is telling you a story, but taking forever to get to the point. What do you do?
    • A. 

      I let him/her finish the story, without interrupting.

    • B. 

      I let him/her finish the story without interrupting, but can't help glancing at my watch.

    • C. 

      I ask him/her to get to the point of the story.

    • D. 

      I would poliety interrupt the customer

  • 10. 
    When it comes to resolving conflicts:
    • A. 

      I usually give in and let the other person have his/her way.

    • B. 

      I prefer "give and take".

    • C. 

      I try to push for a win on my part but if it is not in the cards I can accept a compromise.

    • D. 

      It's my way or the highway.

  • 11. 
    There are times when it is in the best interest of the customer not to be honest.
    • A. 

      True

    • B. 

      False

  • 12. 
    It is better to do things based on instinct than to thourghly plan out.
    • A. 

      True

    • B. 

      False

  • 13. 
    Always make sure you do what is important to the customer
    • A. 

      True

    • B. 

      False

  • 14. 
    In trying to retain your customer, it is always best not to knock down your competitor.
    • A. 

      True

    • B. 

      False

  • 15. 
    Customers are more easily satisfied if their expectations are effectively managed.
    • A. 

      True

    • B. 

      False

  • 16. 
    In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.
    • A. 

      True

    • B. 

      False

  • 17. 
    Most upset customers will calm down if you offer a sincere apology.
    • A. 

      True

    • B. 

      False

  • 18. 
    When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
    • A. 

      True

    • B. 

      False

  • 19. 
    When dealing with an abusive customer on the phone, it's important to hang up right away.
    • A. 

      True

    • B. 

      False

  • 20. 
    After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.
    • A. 

      True

    • B. 

      False

  • 21. 
    Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.
    • A. 

      True

    • B. 

      False

  • 22. 
    The most credible advertising is a satisfied customer.
    • A. 

      True

    • B. 

      False

  • 23. 
    The Service Offer of Hair Connections is...
    • A. 

      This months special offers

    • B. 

      The extents and limits of what Hair Connections offer

    • C. 

      How quickly you will get served

  • 24. 
    Customer Service is...
    • A. 

      A department in an organisation

    • B. 

      A procedure that staff have to follow

    • C. 

      What an organisation does to meet customer expectations and produce customer satisfaction.

  • 25. 
    When delivering customer service we should remember S S S which stands for:
    • A. 

      Smile, Speak, Summarise

    • B. 

      Smile, Speak, Serve

    • C. 

      Smile, Shake hands, Serve

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