Library Customer Service Quiz

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| By Aahammond630

Aahammond630

Community Contributor

Quizzes Created: 1 | Total Attempts: 340

Questions: 8 | Attempts: 340 | Updated: Mar 20, 2023

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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
Correct Answer
D. None of the above

Explanation
This answer suggests that library student assistants are allowed to use cell phones, eat food, and ignore patrons while working.

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

Explanation
When a library student worker is on the phone and a patron approaches, the appropriate response is to ask the person on the phone to hold for a moment and inform the patron that they will be assisted shortly. This shows respect to both the person on the phone and the patron, acknowledging their presence and indicating that their needs will be attended to. It is important to maintain professionalism and provide good customer service in such situations.

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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
Correct Answer
D. All of the above

Explanation
The best way to put a patron at ease is by employing all of the mentioned strategies. Smiling helps create a friendly and welcoming atmosphere, positive body language signals openness and approachability, and making eye contact shows attentiveness and interest in the patron. By combining these actions, a person can effectively make the patron feel comfortable and at ease.

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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
Correct Answer
C. Ask questions and repeat what they say back to them

Explanation
Asking questions and repeating what the patron says back to them is a good way to ensure you are helping them get exactly what they need. This approach allows for clarification and confirmation, ensuring that you understand their requirements accurately. It also shows the patron that you are actively listening and engaged in assisting them, which can help build rapport and trust.

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1
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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
Correct Answer
D. All of the above

Explanation
A general good attitude is important for a library student worker because it sets the right tone for a shift full of good service. It allows the student worker to be in the right frame of mind to work with patrons, ensuring a positive and helpful interaction. Additionally, having a good attitude makes the shift more enjoyable for oneself and fellow workers, creating a positive and harmonious work environment.

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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
Correct Answer
D. A and B

Explanation
A professional staff is important to the Crown Library because it allows patrons to gain the material and information they need in an efficient manner. This means that the staff is knowledgeable and skilled in assisting patrons in finding the resources they need, ensuring a smooth and productive library experience. Additionally, a professional staff also gives patrons an enjoyable library experience, which can lead to increased usage.

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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
Correct Answer
E. All of the above

Explanation
The important steps to ensuring a successful phone interaction include smiling, answering the phone as quickly as possible, verifying spellings and confirming information, and speaking clearly. Smiling helps to create a positive and friendly tone during the conversation. Answering the phone promptly shows professionalism and attentiveness. Verifying spellings and confirming information ensures accuracy and avoids misunderstandings. Speaking clearly ensures that the message is conveyed effectively. Therefore, all of the above steps are important for a successful phone interaction.

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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!)
Correct Answer
C. Very True (now that I work there!)

Explanation
The given statement suggests that the answer is "Very True (now that I work there!)" because the person who works at the library believes that libraries are a great place to gain information and materials in a friendly, helpful environment. Their personal experience working there supports the idea that libraries are indeed a great place to gain knowledge and resources.

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Current Version
Mar 20, 2023

Quiz Edited by
ProProfs Editorial Team
Apr 13, 2009

Quiz Created by
Aahammond630

Library Customer Service Quiz

When working, library student assistants are not allowed to:

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

What is the best way to put a patron at ease?

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

Why is a general good attitude important for a library student worker?

Why is a professional staff important to the Crown Library?

What are important steps to ensuring a successful phone interaction?

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