Customer Service MCQ: Trivia Quiz!

10 Questions | Total Attempts: 1127

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Customer Service MCQ: Trivia Quiz! - Quiz

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Questions and Answers
  • 1. 
    A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? 
    • A. 

      Tell the person what you think the answer might be.

    • B. 

      Refer the person to your supervisor.

    • C. 

      Say that you are not allowed to give out that information to the public

    • D. 

      Inform the person that you don't know but will find out.

  • 2. 
    When Dealing with a Customer, You Should Not?
    • A. 

      Get caught up in an argument.

    • B. 

      Use the word "NO"

    • C. 

      Give out orders or place blame on the Customer.

    • D. 

      All of the Above.

  • 3. 
    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

  • 4. 
    When dealing with an aggressive customer, which of the following will help? 
    • A. 

      Taking a deep breath.

    • B. 

      Not responding with agggression.

    • C. 

      Ask, and keep asking, for the facts.

    • D. 

      All of the above.

  • 5. 
    When dealing with a customer who is vague, is it better to the patient with them while trying to bring them back to the issue?
    • A. 

      True

    • B. 

      False

  • 6. 
    If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
    • A. 

      68% to 75%

    • B. 

      36% to 49%

    • C. 

      54% to 70%

    • D. 

       None of the above.

  • 7. 
    Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
    • A. 

      True

    • B. 

      False

  • 8. 
    Select all of the things you can do to aid in helping with a difficult interaction or situation.
    • A. 

      Take a deep breath

    • B. 

      Interrupt the customer so you can take control of the call.

    • C. 

       Listen to what is being said and take notes.

    • D. 

      Apologize if necessary to the customer.

    • E. 

      Never give excuses.

  • 9. 
    Which department of establishments handles call center operations?
    • A. 

      Sales department

    • B. 

      Administration department 

    • C. 

      Customer relationship department 

  • 10. 
    When a customer accidentally gets disconnected should we call them back?
    • A. 

      Yes

    • B. 

      No

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