Massage Xcape Guest Consultant Assessment

25 Questions
Massage Xcape Guest Consultant Assessment

The following questions will test your understanding of Customer Service. You must score at least 90% before your certificate can be Awarded.

Sample Question

A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?

You need to call back next week. We will have your results then.

The lab hasn't sent us your results. We'll call you when they come in.

I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.

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Questions and Answers
  • 1. 
    A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?
    • A. 

      You need to call back next week. We will have your results then.

    • B. 

      The lab hasn't sent us your results. We'll call you when they come in.

    • C. 

      I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

    • D. 

      We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.

  • 2. 
    Customer loyalty is an emotional tie of trust.
    • A. 

      True

    • B. 

      False

  • 3. 
    Satisfied customers are usually loyal customers.
    • A. 

      True

    • B. 

      False

  • 4. 
    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.

  • 5. 
    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.

  • 6. 
    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.

  • 7. 
    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.

  • 8. 
    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.

  • 9. 
    A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:
    • A. 

      Satisfied with the customer service at your facility.

    • B. 

      Delighted with the customer service at your facility.

    • C. 

      Dissatisfied with the customer service at your facility.

  • 10. 
    If you had a customer who had a problem or query, what might you do to help them?
    • A. 

      Ignor them

    • B. 

      Wait for them to ask someone else

    • C. 

      Ask them what the problem is

  • 11. 
    If you where unable to answer the customer's question, query or problem what might you do?
    • A. 

      Tell them to come back later

    • B. 

      Ask a colleague or supervisor

    • C. 

      Tell them you do not know the answer

  • 12. 
    What might give a customer a positive impression of yourself?
    • A. 

      Uniform and hygiene

    • B. 

      Body language

    • C. 

      Language used

    • D. 

      Telling customers you don't know the answer to their question

  • 13. 
    What might give a customer a negative impression of you or the company?
    • A. 

      Rude

    • B. 

      Ignor the customer

    • C. 

      Scruffy appearance

    • D. 

      Chat to colleagues all the time

    • E. 

      Asking questions all the time

  • 14. 
    What sort of questions might you be able to ask customers?
    • A. 

      May I help you?

    • B. 

      What are you looking for today?

    • C. 

      Did you find everything your were looking for today?

    • D. 

      What's wrong?

    • E. 

      Are you crazy?

  • 15. 
    As an employee in customer service, how would you learn your business? Check all that apply.
    • A. 

      Learn about your entire company operation.

    • B. 

      Learn only those products and services that are related to your job.

    • C. 

      Learn about the offerings of your competitors.

  • 16. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 17. 
    You should greet and say the company's name when you answer the phone
    • A. 

      True

    • B. 

      False

  • 18. 
    You should tell the customer if he/she is at fault
    • A. 

      True

    • B. 

      False

  • 19. 
    Apologize to the customer even if the fault was done by another staff.
    • A. 

      True

    • B. 

      False

  • 20. 
    When a misunderstanding happens with a co-worker you should:
    • A. 

      Be honest and admit there is a problem

    • B. 

      Work together to come up with solutions

    • C. 

      Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

    • D. 

      Both A and B

  • 21. 
    A supervisor may criticize an employee in order to:
    • A. 

      Assist that employee in understanding a better or more effective way to do something

    • B. 

      Show an employee who is the boss

    • C. 

      Feel good about themselves

    • D. 

      Ensure the employee knows exactly who the persons are in their chain-of-command

  • 22. 
    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
    • A. 

      We value your business

    • B. 

      We are to busy to handle your business

    • C. 

      As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D. 

      None of the above

  • 23. 
    When dealing with a difficult customer it is important to remember_________________.
    • A. 

      To not take it personally

    • B. 

      To use positive self-talk

    • C. 

      Both a and b above

    • D. 

      None of the above

  • 24. 
    Which one of the following are not one of the key reasons for customer dissatisfaction?
    • A. 

      Employees who don't listen to what the customer is saying.

    • B. 

      Employees who ignore customers completely.

    • C. 

      Employees who don't follow up or follow through.

    • D. 

      Employees who ask too many questions.

  • 25. 
    Why should you smile every time you answer a phone call?
    • A. 

      Because you're laughing at your co-workers while picking up the phone

    • B. 

      Because the person on the other end of the line can tell that you are smiling

    • C. 

      Because it will relax the muscles in your face

    • D. 

      Because smiling is fun

    • E. 

      Because you are having a bad day