Customer Relations Apptitude

33 Questions

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Customer Relations Apptitude

Microsoft Oulook and how to use the application.


Questions and Answers
  • 1. 
    1.     __________ of success is attributed to Attitude and Skill while ____________ of success is attributed to knowledge.
    • A. 

      50% and 50%

    • B. 

      85% and 15%

    • C. 

      75% and 25%

    • D. 

      80% and 20%

  • 2. 
    Rapport is a relationship based on:
    • A. 

      Commonality, Understanding, Appreciation, Trust

    • B. 

      Understanding, Trust, Commonality, Camaradarie

    • C. 

      Trust, Commonality, Friendship, Understanding

    • D. 

      Appreciation, Communication, Trust, Attitude

  • 3. 
    We communicate through:
    • A. 

      20% Words, 40% Physiology, 40% Tonality

    • B. 

      30% Verbal, 20% Non Verbal, 50% Written

    • C. 

      7% Words, 55% Physiology, 38% Tonality

    • D. 

      25% Body Language, 35% Facial Expressions, 40% Written

  • 4. 
    Which of the following is not a Power Word:
    • A. 

      Because

    • B. 

      Trust

    • C. 

      Secret

    • D. 

      Don't

    • E. 

      Someone's Name

    • F. 

      Try

  • 5. 
    Which of the following are words to avoid:
    • A. 

      Follow-up

    • B. 

      Try

    • C. 

      Interested

    • D. 

      Checking In

    • E. 

      I Think

    • F. 

      All of the above

    • G. 

      A, B, E

    • H. 

      A, C, D

  • 6. 
    How long do you have to make a first impression?
  • 7. 
    What is Tonality?
    • A. 

      Tone

    • B. 

      Tempo

    • C. 

      Timbre

    • D. 

      Volume

    • E. 

      All of the above

  • 8. 
    Which of the following helps build rapport:
    • A. 

      Matching and Mirroring

    • B. 

      Talking about yourself

    • C. 

      Talking more than listening

    • D. 

      None of the above

  • 9. 
    The Triple A’s are:
    • A. 

      Assume, Ask, Answer

    • B. 

      Attitude, Advise, Assist

    • C. 

      Ask, Acknowledge, Advise

    • D. 

      Acknowledge, Attitude, Acquire

  • 10. 
    Ask the R.I.G.H.T. questions:
    • A. 

      Relevant, Interesting, Genuine, Helpful, Tactful

    • B. 

      Real, Intriguing, Good, Honest, Truthful

    • C. 

      Right, Influencing, Gathering, Honest, Tactful

    • D. 

      Relevant, Impactful, Great, Humane, Thoughtful

  • 11. 
     What is the purpose of Mirroring?
    • A. 

      Looking like the other person

    • B. 

      Getting into rhythm with the other person on as many levels as possible

    • C. 

      Imitating the others’ actions

    • D. 

      None of the above

  • 12. 
    • A. 

      Older people think they are too cool to learn

    • B. 

      Older people think they are too clever to learn

    • C. 

      Older people think they are too old to learn

  • 13. 
    Young people are often a group that get stereotyped by people and the media. Which other group are commonly stereotyped?
    • A. 

      Babies

    • B. 

      Older people

    • C. 

      Cats

  • 14. 
    • A. 

      Let them do whatever they want

    • B. 

      Start to get rid of any fears they may have

    • C. 

      Teach them as much as possible in one go

  • 15. 
    • A. 

      Yes

    • B. 

      I really don't know

    • C. 

      No

  • 16. 
    How do you react if someone is yelling at you?
    • A. 

      You yell back

    • B. 

      You tell them that they're acting stupid.

    • C. 

      You wait until they cool off and with a stern voice tell them they should calm down.

  • 17. 
    Dealing with the public can sometimes be stressful.
    • A. 

      True

    • B. 

      False

  • 18. 
    Everyone deals with office stress in their own way. For example, some people take a walk and get some fresh air, some people read a book to get their mind off of it, some people go out for a smoke, and others take a quiet moment.  Explain how you deal with office stress.
  • 19. 
    What should you NOT say to someone who is complaining alot?
    • A. 

      I am very sorry you feel this way.

    • B. 

      Gosh, you complain to much. That's annoying me.

    • C. 

      How about you just look at the bright side?

  • 20. 
    All of the following are ways to manage stress EXCEPT:
    • A. 

      Change your attitude

    • B. 

      Manage your time

    • C. 

      Take care of yourself

    • D. 

      Give up on things you can't accomplish

  • 21. 
    What causes stress at work?
    • A. 

      Too much work to accomplish in too little time.

    • B. 

      Working long hours.

    • C. 

      Not having enough training to do the job.

    • D. 

      All of the above.

  • 22. 
    Good stress can help you work harder and make your job challenging and more interesting.
    • A. 

      True

    • B. 

      False

  • 23. 
    Which age group is affected most by stress
    • A. 

      5-10

    • B. 

      80 and Up

    • C. 

      18-30

    • D. 

      5 and Below

  • 24. 
    True or false. Stress is a condition or feeling experienced when a person perceives that “demands exceed the personal and social resources the individual is able to mobilize.”
    • A. 

      True

    • B. 

      False

  • 25. 
    Client relationships can be formal and informal.
    • A. 

      TRUE

    • B. 

      FALSE

  • 26. 
    Change is often a source of stress, but change is part of life.  Some of the ways to deal with stress include:
    • A. 

      Humor, watch a funny movie or see a comedy show

    • B. 

      Support, talk to a friend or a health professional

    • C. 

      Self care, taking care of ourselves will improve our ability to help others

    • D. 

      Nutrition and Exercise, eating whole foods and exercising regularly improves our body and mind

    • E. 

      All of the above

  • 27. 
    Enter the missing keyword for improving communications. R....... MESSAGES
    • A. 

      REVIEW

    • B. 

      REPEAT

  • 28. 
    Diplomacy is another key relationships area. Enter the missing words. SEE B... S....
    • A. 

      BOTH

    • B. 

      SIDES

    • C. 

      ANY OTHER

  • 29. 
    Image is another key relationships area. Enter the missing word. EXTEND .........
    • A. 

      COURTESY

    • B. 

      DEADLINES

  • 30. 
    Which of the following is an accurate statement about communication?
    • A. 

      Good listeners concentrate on the words themselves and ignore the manner in which they are said.

    • B. 

      Active Listening involves interrupting the speaker to ask clarifying questions.

    • C. 

      When you are upset with a friend,using the pronoun "you" can help express your feelings positively.

    • D. 

      How you say something is as important as what you say.

  • 31. 
    Which of the following are words to avoid:
    • A. 

      Follow-up

    • B. 

      Try

    • C. 

      Interested

    • D. 

      Checking In

    • E. 

      I Think

    • F. 

      All of the above

    • G. 

      A, B, E

    • H. 

      A, C, D

  • 32. 
    Not all communication is verbal.
    • A. 

      True

    • B. 

      False

  • 33. 
    Which of the following is a way people can communicate in a nonverbal way?
    • A. 

      Facial expressions

    • B. 

      Body motions

    • C. 

      Use of space

    • D. 

      All of the above