Customer Service Skills Exam Quiz!

10 Questions | Total Attempts: 776

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Customer Service Skills Exam Quiz! - Quiz

Customer service creates company profitability, and it builds up the quality of a business. Businesses that focus on the needs of the customer tend to perform better. This quiz encompasses recognizing that good customer service always involves what; when dealing with a customer with a complicated query, you should do what. When making eye contact with the customer, the first thing you should do is what. Focus on this quiz like you would a customer, and you will ACE it.


Questions and Answers
  • 1. 
    Good customer service always involves...
    • A. 

      Giving the customer what they ask for.

    • B. 

      Listening to your customer and showing you care.

    • C. 

      Enforcing the rules.

  • 2. 
    Face to Face, what percent of communication is the words used?
    • A. 

      7%

    • B. 

      5%

    • C. 

      25%

  • 3. 
    You are talking to a customer over the phone, they are explaining a complicated query. You should...
    • A. 

      Tell the customer you can't help them, it sounds way too complicated.

    • B. 

      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.

    • C. 

      Interrupt the customer to offer a solution to their query, they are taking too long!

  • 4. 
    If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?  
    • A. 

      You value their custom.

    • B. 

      You are too busy to help them.

    • C. 

      Your company has lots of business, so you must be giving good customer service.

  • 5. 
    When customers call to get support resolving queries, the best Customer Service Representative will be... 
    • A. 

      The employee who resolves their problem most quickly.

    • B. 

      The most knowledgeable employee.

    • C. 

      The employee who listens and shows they understand the customer's query and cares about resolving it.

  • 6. 
    When making eye contact with a customer, the first thing you should do is...
    • A. 

      Smile.

    • B. 

      Ask if you can help.

    • C. 

      Say hello.

  • 7. 
    A difficult customer is... 
    • A. 

      Always right.

    • B. 

      Never happy.

    • C. 

      Always the customer.

  • 8. 
    When a customer complains you should always... 
    • A. 

      Apologise.

    • B. 

      Defend your or the companies actions.

    • C. 

      Tell the customer it wasn't your fault.

  • 9. 
    You come into work and see some rubbish near the front door. You should...
    • A. 

      Pick it up, it would create a bad impression to customers.

    • B. 

      Leave it, it's the cleaners job.

    • C. 

      It's outside, it doesn't matter.

  • 10. 
    Your colleague is complaining about the team's Supervisor in front of their customer. Should you...  
    • A. 

      Let them carry on, the customer might feel sorry for you and leave a tip.

    • B. 

      Say nothing, you don't like the Team Supervisor either.

    • C. 

      Take them to one side away from the customer and politely ask them to stop.

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