Dds Customer Relations 2012 Test
Mandatory for all DDS staff. Must receive 80% or better to receive credit.
- 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
Questions: 10 | Attempts: 95 | Last updated: Mar 19, 2022
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