Dds Customer Relations 2012 Test

12 Questions | Total Attempts: 646

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Dds Customer Relations 2012 Test - Quiz

Mandatory for all DDS staff. Must receive 80% or better to receive credit.


Questions and Answers
  • 1. 
    Receiving both verbal and non-verbal information is the definition of:
    • A. 

      Empathy

    • B. 

      Communication

    • C. 

      Reliability

    • D. 

      Body Language

  • 2. 
    Non-verbal, usually unconscious, communication through the use of postures, gestures, and facial expressions is the definition of:
    • A. 

      Empathy

    • B. 

      Communication

    • C. 

      Reliability

    • D. 

      Body Language

  • 3. 
    Recognizing someone's problem and emotionally connecting to how the person feels is the definition of:
    • A. 

      Empathy

    • B. 

      Communication

    • C. 

      Reliability

    • D. 

      Body Language

  • 4. 
    Delivering what is promised is the definition of:
    • A. 

      Empathy

    • B. 

      Communication

    • C. 

      Reliability

    • D. 

      Body Language

  • 5. 
    Which of the following phrases shows "Platinum Status" customer relations?
    • A. 

      "I can"

    • B. 

      "You need to..."

    • C. 

      "That's just the way it's done"

  • 6. 
    Which of the following is "Platinum Status" customer relations 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

  • 7. 
    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 problem unimportant

    • D. 

      Have your own problems to deal with

  • 8. 
    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

  • 9. 
    Most upset customers will calm down if you offer a sincere apology.
    • A. 

      True

    • B. 

      False

  • 10. 
    When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
    • A. 

      True

    • B. 

      False

  • 11. 
    When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
    • A. 

      True

    • B. 

      False

  • 12. 
    When dealing with an abusive customer on the phone, it's important to hang up right away.
    • A. 

      True

    • B. 

      False

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