Ultimate Quiz On Customer Service! Test
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Customer loyalty is an emotional tie of trust.
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True
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False
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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. See moreThis quiz will give you an idea of how businesses like Hair Connections handle customer service issues.
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- 2.
Always make sure you do what is important to the customer
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 3.
Customers are more easily satisfied if their expectations are effectively managed.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 4.
Most upset customers will calm down if you offer a sincere apology.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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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.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 6.
The most credible advertising is a satisfied customer.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 7.
Customer Service is...
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A department in an organisation
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A procedure that staff have to follow
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What an organisation does to meet customer expectations and produce customer satisfaction.
Correct Answer
A. What an organisation does to meet customer expectations and produce customer satisfaction.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.Rate this question:
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- 8.
When a customer complains you should always...
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Apologise.
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Defend your or the companies actions.
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Tell the customer it wasn't your fault.
Correct Answer
A. Apologise.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.Rate this question:
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- 9.
When making eye contact with a customer, the first thing you should do is...
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Smile.
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Ask if you can help.
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Say hello.
Correct Answer
A. Smile.Explanation
Smile.... making eye contact without a smile can look aggressive and chase customers away.Rate this question:
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- 10.
The way we see something based on our experience
Correct Answer
perceptionExplanation
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.Rate this question:
- 11.
You should tell the customer if he/she is at fault
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 12.
Argue with the customer. Stand for your right.
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 13.
Feedback by clients or customers is not important.
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 14.
Your attire matters when dealing face to face with customers.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 15.
Why do some employees make bad first impressions?
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Lack of Training
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Too many demands on time and attention - overwhelmed
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Lack of commitment
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A,B,C,E
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Feeling of powerlessness – lack of authority to make customer-centered decisions
Correct Answer
A. A,B,C,EExplanation
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.Rate this question:
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- 16.
If a customer is upset, you should:
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Remain calm and polite--try to be a problem solver
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Pass the buck and assume someone else will take care of it
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Take it personally and let him or her know how frustrated you are
Correct Answer
A. Remain calm and polite--try to be a problem solverExplanation
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.Rate this question:
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- 17.
When a customer enters the store, you should:
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Assume someone else is going to greet him or her
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Greet the customer and be genuinely glad to see him or her
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Finish your task then greet the customer
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Ignore the customer completely
Correct Answer
A. Greet the customer and be genuinely glad to see him or herExplanation
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.Rate this question:
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- 18.
How often should you thank a customer for their business?
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Every now and then
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Once in a blue moon
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Every time...be genuine
Correct Answer
A. Every time...be genuineExplanation
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.Rate this question:
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- 19.
Satisfied customers are usually loyal customers.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 20.
When listening actively, empathize to show the customer that you:
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Prefer to talk about yourself.
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Care about his or her concerns.
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Consider his or her problems unimportant.
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Have your own problems to deal with.
Correct Answer
A. Care about his or her concerns.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.Rate this question:
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- 21.
When listening actively, affirm to show the customer that you:
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Are paying attention.
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Are busy with other matters.
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Have other customers to deal with.
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Are not responsible for his or her problems.
Correct Answer
A. Are paying attention.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.Rate this question:
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- 22.
Which of the following is an excellent customer service practice?
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Not taking responsibility for a customer's problem.
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Blaming someone else for a customer's problem, and referring the customer to your supervisor.
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Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
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Following up with a customer to make sure his or her problem was corrected.
Correct Answer
A. Following up with a customer to make sure his or her problem was corrected.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.Rate this question:
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- 23.
When it comes to resolving conflicts:
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I usually give in and let the other person have his/her way.
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I prefer "give and take".
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I try to push for a win on my part but if it is not in the cards I can accept a compromise.
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It's my way or the highway.
Correct Answer
A. I prefer "give and take".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.Rate this question:
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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.
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 25.
When dealing with an abusive customer on the phone, it's important to hang up right away.
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 26.
Each of our responsibilities at some point touches the customer.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 27.
The main goal is:
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Everything you do should be aimed at making the customer feel special and appreciated.
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Some things you do should be aimed at making the customer feel special and appreciated.
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Nothing you do should be aimed at making the customer feel special and appreciated.
Correct Answer
A. Everything you do should be aimed at making the customer feel special and appreciated.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.Rate this question:
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- 28.
When working in the salon, you should:
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Look professional and wear your favorite sports team logos.
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Look professional and wear your uniform.
Correct Answer
A. Look professional and wear your uniform.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.Rate this question:
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- 29.
It is better to do things based on instinct than to thourghly plan out.
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True
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False
Correct Answer
A. FalseExplanation
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.Rate this question:
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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.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 31.
In trying to retain your customer, it is always best not to knock down your competitor.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 32.
When delivering customer service we should remember S S S which stands for:
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Smile, Speak, Summarise
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Smile, Speak, Serve
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Smile, Shake hands, Serve
Correct Answer
A. Smile, Speak, ServeExplanation
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.Rate this question:
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- 33.
Customer service representatives who stand out in their work are (choose all answers that apply)
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Friendly
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Efficient
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Pessimistic
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Honest and fair
Correct Answer(s)
A. Friendly
A. Efficient
A. Honest and fairExplanation
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.Rate this question:
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- 34.
Your colleague is complaining about the team's Supervisor in front of their customer. Should you...
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Let them carry on, the customer might feel sorry for you and leave a tip.
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Say nothing, you don't like the Team Supervisor either.
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Take them to one side away from the customer and politely ask them to stop.
Correct Answer
A. Take them to one side away from the customer and politely ask them to stop.Explanation
This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.Rate this question:
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- 35.
You come into work and see some rubbish near the front door. You should...
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Pick it up, it would create a bad impression to customers.
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Leave it, it's the cleaners job.
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It's outside, it doesn't matter.
Correct Answer
A. Pick it up, it would create a bad impression to customers.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.Rate this question:
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- 36.
You are talking to a customer over the phone, they are explaining a complicated query . You should...
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Tell the customer you can't help them, it sounds way too complicated.
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Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.
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Interrupt the customer to offer a solution to their query, they are taking too long!
Correct Answer
A. Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.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.Rate this question:
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- 37.
Good customer service always involves...
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Giving the customer what they ask for.
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Listening to your customer and showing you care.
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Enforcing the rules.
Correct Answer
A. Listening to your customer and showing you care.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.Rate this question:
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- 38.
What is our greeting?
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Thank you for connecting to Central dispatch. How may I help you?
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Thank you for calling Geek Squad, Agent X speaking, How can I help you?
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Thank you for calling Geek Squad How may I help you?
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Thanks for calling. How can I help you?
Correct Answer
A. Thank you for calling Geek Squad, Agent X speaking, How can I help you?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.Rate this question:
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- 39.
Why should you pay special attention to all of your customers?
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Customers have more choices of where to buy than ever before.
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Service expectations are higher than ever before.
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Customers are far more informed than in the past and the internet has opened a world-wide market.
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All of the above.
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None of the above.
Correct Answer
A. All of the above.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.Rate this question:
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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:
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Cleanliness, Attractiveness, Credibility , Knowledge, Responsiveness , Friendliness, Helpfulness
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A, D
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Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy,
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Willingness or effort to be understanding , Courtesy, Confidence , Professionalism
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None of the above.
Correct Answer
A. A, DExplanation
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.Rate this question:
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- 41.
What are 2 ways that show why “Neutral” really is a negative perception?
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Customers should be "okay" with neutral service.
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Nobody rushes back for "okay" service
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B, C
Correct Answer
A. B, CExplanation
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.Rate this question:
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- 42.
A difficult customer is...
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Always right.
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Never happy.
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Always the customer.
Correct Answer
A. Always the customer.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.Rate this question:
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- 43.
The customer's overall feeling of contentment with a customer interaction
Correct Answer
satisfactionExplanation
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.Rate this question:
- 44.
Employees must be _____ to make _____ to benefit customers
Correct Answer
empowered, decisionsExplanation
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.Rate this question:
- 45.
What are the five needs of every customer?
Correct Answer
service, price, quality, action, appreciationExplanation
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.Rate this question:
- 46.
Lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, and political affiliation are all examples of ...
Correct Answer
psychographic informationExplanation
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.Rate this question:
- 47.
Apologise to the customer even if the fault was done by another staff.
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 48.
How many time are you to state a customers name during a call?
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1
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0
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3
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2
Correct Answer
A. 2Explanation
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.Rate this question:
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- 49.
Pick the additional tips for dealing with angry customers.
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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.
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Apologize without accepting wrongful blame, Ask how they want you to resolve the issue, Tell them what you can do and what you can’t do, Get to win-win
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Tell them there is nothing that you want to do for them even if you could.
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A,B
Correct Answer
A. A,BExplanation
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.Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
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Dec 01, 2012Quiz Created by
Sharonbonicimomp