Dds Customer Relations 2012 Test

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| By DDSTraining
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Quizzes Created: 6 | Total Attempts: 4,236
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  • 1/12 Questions

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

    • Are paying attention
    • Are busy with other matters
    • Have other customers to deal with
    • Are not responsible for his or her problems
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Dds Customer Relations 2012 Test - Quiz
About This Quiz

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

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  • 2. 

    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.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service. Don't abandon them.

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  • 3. 

    Which of the following is "Platinum Status" customer relations practice?

    • Not taking responsibility for a customer's problem

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

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

    • 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
    The "Platinum Status" customer relations practice involves following up with a customer to ensure that their problem has been resolved. This shows a high level of commitment to customer satisfaction and demonstrates that the company values their customers. By checking in with the customer after the initial interaction, the company can ensure that the issue has been addressed to the customer's satisfaction and make any necessary adjustments if needed. This practice helps to build trust and loyalty with the customer, ultimately enhancing the overall customer experience.

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  • 4. 

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

    • Prefer to talk about yourself

    • Care about his or her concerns

    • Consider his or her problem unimportant

    • 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 shows that you genuinely care about their issues. It demonstrates that you are attentive and willing to understand their perspective, which helps to build trust and rapport. By showing empathy, you are indicating that the customer's problems are important to you and that you are committed to finding a solution that addresses their needs.

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  • 5. 

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

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Most customers want you to acknowledge that they've been disppointed and want you to express some regret.

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  • 6. 

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

    • True

    • False

    Correct Answer
    A. False
    Explanation
    It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness.

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  • 7. 

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

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Tell the abusive customer you'd like to help them, and then do so when the conversational tone is calm.

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  • 8. 

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

    • Empathy

    • Communication

    • Reliability

    • Body Language

    Correct Answer
    A. Body Language
    Explanation
    Body language refers to the non-verbal and often subconscious ways in which individuals communicate through their postures, gestures, and facial expressions. It plays a crucial role in conveying emotions, intentions, and attitudes. By observing someone's body language, one can gain insights into their thoughts and feelings, even when they are not explicitly expressed through words. Therefore, body language is an essential aspect of communication, allowing individuals to understand and connect with others on a deeper level.

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  • 9. 

    Delivering what is promised is the definition of:

    • Empathy

    • Communication

    • Reliability

    • Body Language

    Correct Answer
    A. Reliability
    Explanation
    Reliability refers to the ability to consistently deliver what is promised. It is the quality of being trustworthy and dependable. In this context, empathy refers to understanding and sharing the feelings of others, communication refers to the exchange of information, and body language refers to nonverbal communication through gestures and expressions. However, reliability is specifically related to fulfilling commitments and meeting expectations consistently.

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  • 10. 

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

    • Empathy

    • Communication

    • Reliability

    • Body Language

    Correct Answer
    A. Empathy
    Explanation
    Empathy is the ability to understand and share the feelings of another person. It involves recognizing someone's problem and emotionally connecting to how the person feels. It goes beyond just listening or communicating effectively, as it requires a deep understanding and emotional connection with the other person. Empathy is an important skill in building relationships, providing support, and showing compassion towards others.

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  • 11. 

    Receiving both verbal and non-verbal information is the definition of:

    • Empathy

    • Communication

    • Reliability

    • Body Language

    Correct Answer
    A. Communication
    Explanation
    Communication is the correct answer because it involves the exchange of information, ideas, or emotions between individuals through verbal and non-verbal means. Verbal communication refers to the use of spoken or written words, while non-verbal communication includes body language, facial expressions, gestures, and other forms of non-verbal cues. Therefore, communication encompasses both verbal and non-verbal information, making it the appropriate choice for the given definition.

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  • 12. 

    Which of the following phrases shows "Platinum Status" customer relations?

    • "I can"

    • "You need to..."

    • "That's just the way it's done"

    Correct Answer
    A. "I can"
    Explanation
    The phrase "I can" indicates a willingness and ability to fulfill a customer's request or meet their needs. This demonstrates a customer-oriented approach and a willingness to go above and beyond to provide excellent service. In the context of "Platinum Status" customer relations, this phrase suggests that the company values and prioritizes their high-status customers by being proactive and accommodating in meeting their requests.

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 22, 2012
    Quiz Created by
    DDSTraining
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