Ultimate Quiz On Customer Service! Test

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Sharonbonicimomp
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1. Customer loyalty is an emotional tie of trust.

Explanation

Customer loyalty is indeed an emotional tie of trust. It goes beyond mere satisfaction with a product or service and involves a deep connection and trust between the customer and the brand. This emotional tie makes customers more likely to remain loyal to a brand, even in the face of competition or price changes. Building customer loyalty requires consistently meeting and exceeding customer expectations, providing exceptional customer service, and creating a positive brand experience.

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About This Quiz
Ultimate Quiz On Customer Service! Test - Quiz

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... see moresatisfied 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. see less

Personalize your quiz and earn a certificate with your name on it!
2. Always make sure you do what is important to the customer

Explanation

The statement "Always make sure you do what is important to the customer" implies that prioritizing the needs and preferences of the customer is crucial. By doing so, businesses can ensure customer satisfaction and loyalty. This approach focuses on delivering value and meeting customer expectations, which ultimately leads to success in the market. Therefore, the answer "True" aligns with the importance of customer-centricity in business operations.

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3.  
Customers are more easily satisfied if their expectations are effectively managed.
 

Explanation

When customers' expectations are effectively managed, it means that their needs and desires are understood and met by the company. This leads to a higher level of satisfaction because the customers feel that their concerns are being addressed and their expectations are being fulfilled. On the other hand, if their expectations are not effectively managed, customers may feel disappointed and dissatisfied with the company's products or services. Therefore, it can be concluded that customers are more easily satisfied when their expectations are effectively managed.

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4.  
Most upset customers will calm down if you offer a sincere apology.
 

Explanation

Offering a sincere apology to upset customers is likely to help calm them down. When customers are upset, acknowledging their concerns and taking responsibility for any mistakes or issues can show them that their feelings are valid and that you genuinely care about resolving the situation. A sincere apology can help to rebuild trust and reassure customers that their satisfaction is a priority.

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5.
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.

Explanation

Contacting a customer after resolving their complaint shows that you care about their satisfaction and value their business. This extra step demonstrates excellent customer service and can leave a positive impression on the customer. By reaching out to them, you not only ensure their satisfaction but also express gratitude for their business, which can help build a loyal customer base. Therefore, the statement is true.

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6.
The most credible advertising is a satisfied customer.

Explanation

This statement suggests that the most effective form of advertising is when a customer is satisfied with a product or service and shares their positive experience with others. This is because people tend to trust recommendations and testimonials from real customers more than traditional advertisements. Word-of-mouth advertising from satisfied customers can be highly influential and help build credibility for a brand or business.

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7. Customer Service is...

Explanation

Customer service refers to the actions and processes that an organization undertakes to meet the needs and expectations of its customers and ensure their satisfaction. It involves providing assistance, resolving issues, and delivering a positive experience to customers. It is not limited to a specific department or a set of procedures that staff have to follow, but rather encompasses the overall approach and efforts of the organization to meet customer expectations and create customer satisfaction.

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8. When a customer complains you should always... 

Explanation

Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

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9. When making eye contact with a customer, the first thing you should do is...

Explanation

Smile.... making eye contact without a smile can look aggressive and chase customers away.

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10. The way we see something based on our experience

Explanation

Perception refers to the way we interpret and understand the world around us based on our previous experiences, beliefs, and senses. It involves the process of organizing and making sense of sensory information received from our environment. Our perception can be influenced by various factors such as cultural background, personal biases, and individual differences. It plays a crucial role in shaping our understanding and interactions with the world.

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11. You should tell the customer if he/she is at fault

Explanation

It is not necessary to tell the customer if he/she is at fault. The priority should be to address the customer's concerns and find a solution to their problem. Blaming the customer can lead to a negative customer experience and damage the relationship. Instead, it is better to focus on resolving the issue and providing excellent customer service.

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12. Argue with the customer. Stand for your right.

Explanation

This statement is promoting a confrontational and aggressive approach towards customers, which is not recommended in customer service. It is important to maintain a professional and respectful attitude when dealing with customers, even in difficult situations. Arguing with customers can escalate conflicts and damage the reputation of the company. Therefore, the correct answer is False.

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13. Feedback by clients or customers is not important.

Explanation

The given answer is false because feedback by clients or customers is indeed important. Feedback provides valuable insights into the satisfaction levels of clients or customers, helps identify areas for improvement, and allows businesses to make informed decisions to enhance their products or services. It enables companies to understand customer preferences, address concerns, and build strong relationships with their target audience. Ignoring client or customer feedback can lead to missed opportunities, decreased customer satisfaction, and ultimately, negative impacts on the success and growth of a business.

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14. Your attire matters when dealing face to face with customers.

Explanation

The attire you choose to wear when interacting with customers in person can have an impact on their perception of you and your professionalism. Dressing appropriately and professionally can help to establish trust and credibility, making customers more likely to feel comfortable and confident in your abilities. It shows that you take your role seriously and value their business. On the other hand, dressing casually or inappropriately may give the impression that you are not taking the interaction seriously or that you lack professionalism. Therefore, it is important to consider your attire when dealing face to face with customers.

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15. Why do some employees make bad first impressions?

Explanation

Some employees may make bad first impressions due to a lack of training, feeling overwhelmed by too many demands on their time and attention, and a lack of commitment. Additionally, they may also feel powerless and lack the authority to make customer-centered decisions.

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16. If a customer is upset, you should:

Explanation

When a customer is upset, it is important to remain calm and polite. This approach helps to de-escalate the situation and shows the customer that their concerns are being taken seriously. By trying to be a problem solver, the focus is on finding a solution rather than passing the blame or getting defensive. This approach demonstrates good customer service skills and can help to resolve the issue in a positive and efficient manner.

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17. When a customer enters the store, you should:

Explanation

When a customer enters the store, it is important to greet them and be genuinely glad to see them. This creates a positive and welcoming environment for the customer, making them feel valued and appreciated. By greeting the customer, it shows that the store is attentive to their needs and is ready to assist them. Ignoring the customer completely or finishing a task before greeting them can give the impression of indifference or lack of customer service, which can result in a negative experience for the customer.

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18. How often should you thank a customer for their business?

Explanation

Every time a customer does business with you, it is important to thank them. This shows appreciation for their support and helps to build a positive relationship. However, it is crucial to be genuine in your gratitude. Simply going through the motions without sincerity can come across as insincere and may have a negative impact on the customer's perception of your business. Therefore, thanking a customer every time they do business with you, and doing so genuinely, is the best approach.

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19. Satisfied customers are usually loyal customers.

Explanation

Satisfied customers are usually loyal customers because when customers are satisfied with a product or service, they are more likely to continue purchasing from the same company. Satisfied customers tend to have a positive perception of the brand, trust its products or services, and are more likely to recommend it to others. This loyalty leads to repeat purchases, increased customer retention, and potentially higher profits for the company. Therefore, it can be concluded that satisfied customers are usually loyal customers.

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20. When listening actively, empathize to show the customer that you:

Explanation

When listening actively, empathizing with the customer's concerns is important because it shows that you genuinely care about their needs and issues. It demonstrates that their concerns are important to you and that you are willing to address them. This helps to build trust and rapport with the customer, making them feel valued and understood. By actively listening and empathizing, you can provide better support and find appropriate solutions to their problems.

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21. When listening actively, affirm to show the customer that you:

Explanation

When listening actively, affirming to show the customer that you are paying attention is important. It demonstrates that you are fully engaged in the conversation and interested in what the customer is saying. This can help build trust and rapport with the customer, making them feel valued and understood. It also allows you to better understand their needs and concerns, enabling you to provide more effective assistance or solutions.

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22. Which of the following is an excellent customer service practice?

Explanation

Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows that the company cares about the customer's satisfaction and is committed to resolving their issues. It demonstrates proactive communication and a genuine interest in providing a positive experience for the customer. By following up, the company can ensure that the problem has been resolved to the customer's satisfaction and address any further concerns or issues that may arise. This practice helps to build trust and loyalty with the customer, ultimately enhancing the overall customer experience.

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23. When it comes to resolving conflicts:

Explanation

The answer "I prefer 'give and take'" suggests that the person is willing to negotiate and find a middle ground when resolving conflicts. They are open to considering different perspectives and are willing to make compromises in order to reach a resolution that is satisfactory for both parties involved. This approach promotes cooperation and fosters positive relationships by valuing the opinions and needs of others.

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24.
When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.

Explanation

Making no eye contact and looking away when dealing with an angry customer face to face is not a recommended approach. Eye contact is important in communication as it shows attentiveness, respect, and empathy. Avoiding eye contact can make the customer feel ignored or dismissed, escalating their anger further. It is better to maintain eye contact while actively listening to the customer, showing that their concerns are being acknowledged and taken seriously.

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25.
When dealing with an abusive customer on the phone, it's important to hang up right away.

Explanation

When dealing with an abusive customer on the phone, it's important to stay calm and professional. Hanging up right away may escalate the situation and further anger the customer. It's better to listen to the customer, empathize with their concerns, and try to find a solution to their problem while maintaining a respectful tone.

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26. Each of our responsibilities at some point touches the customer.

Explanation

This statement is true because in any business or organization, every employee or department has some level of interaction or impact on the customer. Whether it is through direct customer service, product development, marketing, or any other aspect of the business, each responsibility ultimately affects the customer in some way. Therefore, it is important for everyone to understand the importance of their role in delivering a positive customer experience.

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27. The main goal is:

Explanation

The correct answer is "Everything you do should be aimed at making the customer feel special and appreciated." This answer emphasizes the importance of prioritizing customer satisfaction and creating a positive experience for them. By making every interaction and action customer-centric, businesses can build strong relationships, loyalty, and ultimately drive success.

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28. When working in the salon, you should:

Explanation

The correct answer is to look professional and wear your uniform. This is because when working in a salon, it is important to maintain a professional appearance to instill confidence in clients and create a positive impression. Wearing a uniform helps to establish a cohesive and consistent image for the salon and its staff, enhancing professionalism and credibility. On the other hand, wearing sports team logos may be seen as unprofessional and can detract from the overall image of the salon.

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29. It is better to do things based on instinct than to thourghly plan out.

Explanation

The statement suggests that it is not better to do things based on instinct than to thoroughly plan out. This implies that careful planning and consideration of options is more effective than relying solely on instinct.

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30.
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.

Explanation

When customers have a problem with a product or service and receive a speedy resolution, it shows that the company is responsive and cares about their customers' satisfaction. This can help build trust and loyalty, as customers feel that their concerns are being addressed promptly. On the other hand, if customers have no problems at all, it may indicate that the company is not actively seeking feedback or addressing potential issues, which can lead to a lack of trust. Therefore, it is true that customers trust a company more when they have problems and receive quick resolutions.

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

Explanation

Retaining customers is crucial for any business, and one effective way to do so is by not criticizing or undermining competitors. This approach helps to maintain a positive image and reputation, as customers may perceive such behavior as unprofessional or insecure. Instead, focusing on the unique value proposition, superior products or services, and excellent customer experience can be more beneficial in retaining customers. By avoiding negative comments about competitors, businesses can demonstrate confidence, integrity, and a customer-centric approach, which can ultimately lead to customer loyalty and satisfaction.

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32. When delivering customer service we should remember S S S which stands for:

Explanation

The correct answer is Smile, Speak, Serve. When delivering customer service, it is important to first greet the customer with a smile, as it creates a positive and welcoming atmosphere. Speaking to the customer in a friendly and professional manner is also crucial, as it helps to establish good communication. Lastly, serving the customer means providing them with the assistance or information they need, going above and beyond to ensure their satisfaction.

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33. Customer service representatives who stand out in their work are (choose all answers that apply)

Explanation

Customer service representatives who stand out in their work are friendly, efficient, and honest and fair. Being friendly helps create a positive and welcoming atmosphere for customers, ensuring they feel valued and heard. Efficiency is important in providing quick and accurate solutions to customer issues, saving both the customer's time and the company's resources. Being honest and fair builds trust and credibility with customers, showing that the representative has their best interests in mind. Pessimism, on the other hand, would have a negative impact on the customer experience and is not a desirable trait in a customer service representative.

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34. Your colleague is complaining about the team's Supervisor in front of their customer. Should you...  

Explanation

This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

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35. You come into work and see some rubbish near the front door. You should...

Explanation

It is important to pick up the rubbish near the front door because it can create a bad impression to customers. Leaving the rubbish there can give the impression that the workplace is not well-maintained or that employees do not care about cleanliness. Taking the initiative to clean up shows professionalism and attention to detail, which can help maintain a positive image for the business.

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36. You are talking to a customer over the phone, they are explaining a complicated query . You should...

Explanation

By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

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37. Good customer service always involves...

Explanation

You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

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38. What is our greeting?

Explanation

The correct answer is "Thank you for calling Geek Squad, Agent X speaking, How can I help you?" because it includes a specific greeting that identifies the company and the person answering the call. The other options either do not mention the company name or do not provide a specific name for the person answering the call.

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39. Why should you pay special attention to all of your customers?

Explanation

Customers have more choices of where to buy than ever before, meaning that they have the ability to easily switch to a competitor if they are not satisfied. Service expectations are higher than ever before, as customers now expect personalized and efficient service. Additionally, customers are far more informed than in the past, thanks to the internet, which has opened up a world-wide market. Therefore, paying special attention to all customers is important to meet their expectations, retain their loyalty, and stay competitive in the market.

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40. What are the Seven-Eleven Rules of Customer Service? Within seven seconds of meeting you, customers form eleven impressions based on your:

Explanation

The Seven-Eleven Rules of Customer Service state that within seven seconds of meeting you, customers form eleven impressions based on your cleanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, helpfulness, willingness or effort to be understanding, courtesy, confidence, and professionalism. The correct answer includes options A and D, which are cleanliness and attractiveness.

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41. What are 2 ways that show why “Neutral” really is a negative perception?

Explanation

The given answer suggests that "Neutral" is a negative perception because customers should be "okay" with neutral service, indicating that it is not exceptional or outstanding. Additionally, nobody rushes back for "okay" service, implying that neutral service does not leave a lasting positive impression on customers. Therefore, both points B and C support the idea that "Neutral" is viewed negatively.

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42. A difficult customer is... 

Explanation

Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

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43. The customer's overall feeling of contentment with a customer interaction

Explanation

The term "satisfaction" refers to the customer's overall feeling of contentment with a customer interaction. It implies that the customer's needs and expectations have been met, resulting in a positive experience. This could include factors such as receiving good service, having their issues resolved, or feeling valued and appreciated. Satisfaction is crucial for businesses as it often leads to customer loyalty, positive word-of-mouth, and repeat business.

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44. Employees must be _____ to make _____ to benefit customers

Explanation

In order to benefit customers, employees need to be empowered to make decisions. Empowerment gives employees the authority and autonomy to make choices and take actions that will benefit customers. By being empowered, employees can respond to customer needs and concerns in a timely and effective manner, leading to improved customer satisfaction and loyalty. Making decisions is an essential part of this empowerment, as it allows employees to assess situations, evaluate options, and choose the best course of action to meet customer needs.

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45. What are the five needs of every customer?

Explanation

The five needs of every customer are service, price, quality, action, and appreciation. Customers expect to receive good service, where their needs and concerns are addressed promptly and efficiently. Price is also an important factor, as customers want to feel that they are getting value for their money. Quality refers to the standard of the product or service being provided, and customers expect it to meet their expectations. Action refers to the responsiveness and willingness of the company to resolve any issues or problems that may arise. Finally, appreciation refers to the recognition and gratitude shown to customers for their loyalty and support.

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46. Lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, and political affiliation are all examples of ...

Explanation

Psychographic information refers to the various aspects of an individual's lifestyle, values, beliefs, interests, and behaviors that influence their purchasing decisions. The given options such as lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, and political affiliation all fall under the category of psychographic information. These factors provide insights into consumers' preferences, motivations, and buying habits, which are crucial for marketers to target and tailor their products or services effectively to specific consumer segments.

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47. Apologise to the customer even if the fault was done by another staff.

Explanation

Apologizing to the customer even if the fault was done by another staff is considered a good practice in customer service. It shows empathy, takes responsibility, and helps in maintaining a positive relationship with the customer. It also demonstrates professionalism and a commitment to resolving the issue, regardless of who is at fault. By apologizing, the company shows that they value their customers and are willing to go the extra mile to ensure their satisfaction.

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48. How many time are you to state a customers name during a call?

Explanation

During a call, you would typically state a customer's name twice. This is usually done at the beginning of the call to greet the customer and establish a personal connection, and then again towards the end of the call when you thank the customer for their time and address them by name. Stating the customer's name helps to create a more personalized and friendly interaction.

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49. Pick the additional tips for dealing with angry customers.

Explanation

The additional tips for dealing with angry customers are to give them special treatment, take them off to the side to discuss the problem, listen to their words and read between the words to unearth emotions and needs. Additionally, apologizing without accepting wrongful blame, asking how they want you to resolve the issue, telling them what you can do and what you can't do, and aiming for a win-win resolution are also recommended. Therefore, options A and B are the correct answers as they include these additional tips.

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50. Who directly helps customers with their needs?

Explanation

Never underestimate your importance!

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

Explanation

The statement suggests that it is never in the best interest of the customer to be dishonest. Being honest is generally considered a positive trait and is important for building trust and maintaining good relationships with others. Being dishonest can lead to negative consequences such as loss of trust, damaged relationships, and potential legal issues. Therefore, the statement is false as it implies that being dishonest can sometimes be beneficial for the customer, which is not the case.

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52. Which of the following phrases shows excellent customer service?

Explanation

The phrase "I can..." shows excellent customer service because it indicates a willingness and ability to assist the customer. This phrase demonstrates a proactive and helpful attitude, suggesting that the person is ready to take action and find a solution to the customer's needs or concerns. It shows a commitment to providing a positive customer experience by offering assistance and support.

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53. Our personal vision of the result that will come from our experience

Explanation

Expectation refers to our personal vision or belief about the outcome or result that will arise from our experience. It is the anticipation or hope we have regarding what will happen in the future based on our thoughts, desires, or assumptions. Expectation plays a crucial role in shaping our behavior, emotions, and overall perception of events or situations. It can influence our level of motivation, satisfaction, and the way we interpret and react to the outcomes we encounter.

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54. If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?  

Explanation

Customers will think you are too busy to help them and may go elsewhere.

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55. Why should you smile every time you answer a phone call?

Explanation

When you smile while answering a phone call, the person on the other end of the line can detect the positivity in your voice. Smiling affects the tone of your voice, making it sound more friendly and approachable. This can create a positive impression and enhance the overall conversation experience. It can also help in building rapport and establishing a connection with the person you are speaking to.

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56. Excellent customer service requires what two things?

Explanation

Excellent customer service requires two things: spending money and taking action. Spending money is necessary to invest in resources such as training, technology, and infrastructure that can enhance the customer experience. Taking action refers to actively addressing customer needs and concerns, going above and beyond to ensure their satisfaction. Both elements are crucial in providing exceptional service and building strong customer relationships.

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57. What is the goal of customer service?

Explanation

The goal of customer service is to ensure customer satisfaction. This means that the primary objective is to meet or exceed the expectations of customers by providing them with excellent service and addressing their needs and concerns effectively. By focusing on customer satisfaction, businesses aim to build strong relationships with their customers, increase loyalty, and ultimately drive repeat business and positive word-of-mouth recommendations.

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58. Age, income, marital status, education, stage in famlily life cycle, home ownership, sex, zip code,occupation, household size, mobility patterns, ethnic background, and religion are all examples of ...

Explanation

The given answer is correct because all the examples listed - age, income, marital status, education, stage in family life cycle, home ownership, sex, zip code, occupation, household size, mobility patterns, ethnic background, and religion - are characteristics that are used to classify and understand different populations or groups of people. These characteristics are typically collected through surveys or data collection methods and are commonly used in market research, social studies, and demographic analysis to gain insights into the composition and behaviors of specific populations. Therefore, they can be categorized as demographic information.

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59. How do you deal with an angry customer?

Explanation

When dealing with an angry customer, it is important to show understanding by empathizing with their situation and acknowledging their feelings. This helps to validate their emotions and shows that you are genuinely concerned about resolving their issue. Additionally, actively listening to the customer allows you to fully understand their concerns and address them effectively. Finally, staying calm is crucial in order to maintain a professional and composed demeanor, which can help de-escalate the situation and find a satisfactory resolution.

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60. 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:

Explanation

The customer's decision to switch to a new salon closer to her home suggests that she was satisfied with the customer service at Hair Connections. If she had been dissatisfied, she would not have continued seeking services for a while. Additionally, the fact that she switched to a new salon that is only a few miles closer indicates that her decision was not based on dissatisfaction, but rather on convenience. Therefore, it can be inferred that she was satisfied with the customer service at Hair Connections.

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61. Face to Face, what per cent of communication  is the words used?

Explanation

The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.

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62. Which of the following statements is true?

Explanation

The statement "Keeping loyal customers is less expensive than finding new customers" is true. This is because retaining existing customers requires less marketing and advertising efforts compared to acquiring new customers. Building loyalty with existing customers often involves providing excellent customer service and maintaining a good relationship, which can be achieved at a lower cost than the expenses associated with attracting and convincing new customers. Additionally, loyal customers are more likely to make repeat purchases and refer others to the business, leading to increased revenue and cost savings in the long run.

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63.
In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.

Explanation

It is not necessary to immediately offer a solution to a frustrated customer's question. While it is important to address their concerns and provide assistance, it may be more beneficial to first listen to their concerns, empathize with their frustration, and gather more information about the issue before offering a solution. Rushing to provide a solution without fully understanding the problem may lead to misunderstandings or ineffective resolutions.

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64. Choose the answer that shows some ways you can pay special attention to your customers.

Explanation

The answer A,E is correct because it suggests some ways to pay special attention to customers. Using customers' names and being aware of trigger words that might set you off shows personalization and attentiveness towards customers. On the other hand, ignoring the customer until they go away or displaying negative body language like crossing arms and rolling eyes are not appropriate ways to pay attention to customers.

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65. Name five examples of customer service

Explanation

The given examples of customer service demonstrate various ways in which businesses can provide excellent service to their customers. Calling the customer by name shows personalization and attentiveness, making them feel valued. A follow-up call indicates a commitment to resolving any issues and ensuring customer satisfaction. Courtesy is essential in all interactions, creating a positive and respectful experience. Enthusiasm from the customer service representative can enhance the customer's overall experience and leave a lasting impression. Lastly, offering assistance with package carry out displays a willingness to go above and beyond, providing convenience and support.

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

Explanation

The correct answer is "I would politely interrupt the customer." This option suggests that when someone is taking too long to get to the point of their story, it is appropriate to interrupt them politely. Interrupting the person allows for a more efficient and concise conversation, ensuring that time is not wasted. It also shows respect for both parties' time and can help steer the conversation in a more focused direction.

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67. The Service Offer of Hair Connections is...

Explanation

The correct answer for this question is "The extents and limits of what Hair Connections offer." This means that the service offer of Hair Connections includes information about what they provide and what they do not provide. It outlines the boundaries and scope of their services, giving potential customers an understanding of what they can expect from the salon.

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68. Good customer service representatives always (choose all answers that apply)

Explanation

Good customer service representatives always listen attentively to the customers' needs and concerns, as this shows that they value the customer's input and are dedicated to finding a solution. They also maintain a positive attitude throughout the interaction, which helps to create a pleasant and helpful atmosphere. Speaking clearly is important to ensure effective communication between the representative and the customer. Using lots of technical terms can be confusing for the customer and may hinder effective communication. Over promising and under delivering can lead to disappointment and dissatisfaction among customers. Making most customers feel important is another important aspect of good customer service, as it helps to build trust and loyalty.

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Customer loyalty is an emotional tie of trust.
Always make sure you do what is important to the customer
  ...
  ...
After resolving a customer complaint, the customer is impressed with...
The most credible advertising is a satisfied customer.
Customer Service is...
When a customer complains you should always... 
When making eye contact with a customer, the first thing you should do...
The way we see something based on our experience
You should tell the customer if he/she is at fault
Argue with the customer. Stand for your right.
Feedback by clients or customers is not important.
Your attire matters when dealing face to face with customers.
Why do some employees make bad first impressions?
If a customer is upset, you should:
When a customer enters the store, you should:
How often should you thank a customer for their business?
Satisfied customers are usually loyal customers.
When listening actively, empathize to show the customer that you:
When listening actively, affirm to show the customer that you:
Which of the following is an excellent customer service practice?
When it comes to resolving conflicts:
When dealing with an angry customer face to face, making no eye...
When dealing with an abusive customer on the phone, it's important...
Each of our responsibilities at some point touches the customer.
The main goal is:
When working in the salon, you should:
It is better to do things based on instinct than to thourghly plan...
Customers trust you more if they have problems with your product or...
In trying to retain your customer, it is always best not to knock down...
When delivering customer service we should remember S S S which stands...
Customer service representatives who stand out in their work are...
Your colleague is complaining about the team's Supervisor in front...
You come into work and see some rubbish near the front door. You...
You are talking to a customer over the phone, they are explaining a...
Good customer service always involves...
What is our greeting?
Why should you pay special attention to all of your customers?
What are the Seven-Eleven Rules of Customer Service? ...
What are 2 ways that show why “Neutral” really is a negative...
A difficult customer is... 
The customer's overall feeling of contentment with a customer...
Employees must be _____ to make _____ to benefit customers
What are the five needs of every customer?
Lifestyles, modes of living, needs, motives, attitudes, reference...
Apologise to the customer even if the fault was done by another staff.
How many time are you to state a customers name during a call?
Pick the additional tips for dealing with angry customers.
Who directly helps customers with their needs?
There are times when it is in the best interest of the customer not to...
Which of the following phrases shows excellent customer service?
Our personal vision of the result that will come from our experience
If you only ever answer the telephone after 6 or 7 rings, what message...
Why should you smile every time you answer a phone call?
Excellent customer service requires what two things?
What is the goal of customer service?
Age, income, marital status, education, stage in famlily life cycle,...
How do you deal with an angry customer?
A customer continues to seek services at Hair Connections for a while....
Face to Face, what per cent of communication  is the words used?
Which of the following statements is true?
In responding to a frustrated customer's question, it's a good...
Choose the answer that shows some ways you can pay special...
Name five examples of customer service
A person is telling you a story, but taking forever to get to the...
The Service Offer of Hair Connections is...
Good customer service representatives always (choose all...
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