Library Customer Service Quiz

8 Questions | Total Attempts: 221

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Library Customer Service Quiz

Students will be quizzed on basic customer service practices in the library. Such ideas as approachability, communications, phone etiquette, etc. Will be covered.


Questions and Answers
  • 1. 
    When working, library student assistants are not allowed to:
    • A. 

      Use cell phones

    • B. 

      Eat food

    • C. 

      Ignore patrons

    • D. 

      None of the above

    • E. 

      All of the above

  • 2. 
    If a library student worker is on the phone when a patron approaches, he or she should:
    • A. 

      Turn away so the patron knows the phone call is important

    • B. 

      Roll your eyes and use your hand to demonstrate that the person on the other line is talking to much

    • C. 

      Ask the person to hold for a moment and tell patron you will be with them in just a minute.

    • D. 

      Use a scrap of paper and write the patron a note that says "Go downstairs"

  • 3. 
    What is the best way to put a patron at ease?
    • A. 

      Smile

    • B. 

      Have positive body language

    • C. 

      Make eye contact

    • D. 

      All of the above

    • E. 

      None of the above

  • 4. 
    What is a good way to ensure you are helping the patron get exactly what he or she needs?
    • A. 

      Hold up each and every book until you find the right one

    • B. 

      Point in the general area that the patron should be headed to find the material they are looking for

    • C. 

      Ask questions and repeat what they say back to them

    • D. 

      Call your supervisor and ask

  • 5. 
    Why is a general good attitude important for a library student worker?
    • A. 

      It sets the right tone for a shift full of good service

    • B. 

      It allows the student worker to be in the right frame of mind to work with patrons

    • C. 

      It makes the shift more enjoyable for yourself and your fellow workers

    • D. 

      All of the above

  • 6. 
    Why is a professional staff important to the Crown Library?
    • A. 

      It allows patrons to gain the material and information they need in an efficient manner.

    • B. 

      It gives patrons an enjoyable library experience, which will hopefully lead to more usage.

    • C. 

      It gives the librarians a chance to take more breaks because the student can handle things.

    • D. 

      A and B

    • E. 

      B and C

  • 7. 
    What are important steps to ensuring a successful phone interaction?
    • A. 

      Smile

    • B. 

      Answer the phone as quickly as possible

    • C. 

      Verify spellings and confirm information

    • D. 

      Speak clearly

    • E. 

      All of the above

  • 8. 
    Libraries are a great place to gain information and materials in a friendly, helpful environment.  
    • A. 

      False

    • B. 

      True

    • C. 

      Very True (now that I work there!)

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