Customer Service Assessment

26 Questions

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Customer Service Assessment

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Questions and Answers
  • 1. 
    As an employee in customer service, how would you learn your business? Check all that apply.
    • A. 

      Learn about your entire company operation.

    • B. 

      Learn only those products and services that are related to your job.

    • C. 

      Learn about the offerings of your competitors.

  • 2. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 3. 
    Which one of the following are not one of the key reasons for customer dissatisfaction?
    • A. 

      Employees who don't listen to what the customer is saying.

    • B. 

      Employees who ignore customers completely.

    • C. 

      Employees who don't follow up or follow through.

    • D. 

      Employees who ask too many questions.

  • 4. 
    Why should you smile every time you answer a phone call?
    • A. 

      Because you're laughing at your co-workers while picking up the phone

    • B. 

      Because the person on the other end of the line can tell that you are smiling

    • C. 

      Because it will relax the muscles in your face

    • D. 

      Because smiling is fun

    • E. 

      Because you are having a bad day

  • 5. 
    You should greet and say the company's name when you answer the phone
    • A. 

      True

    • B. 

      False

  • 6. 
    You should tell the customer if he/she is at fault
    • A. 

      True

    • B. 

      False

  • 7. 
    Apologize to the customer even if the fault was done by another staff.
    • A. 

      True

    • B. 

      False

  • 8. 
    When a misunderstanding happens with a co-worker you should:
    • A. 

      Be honest and admit there is a problem

    • B. 

      Work together to come up with solutions

    • C. 

      Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

    • D. 

      Both A and B

  • 9. 
    A supervisor may criticize an employee in order to:
    • A. 

      Assist that employee in understanding a better or more effective way to do something

    • B. 

      Show an employee who is the boss

    • C. 

      Feel good about themselves

    • D. 

      Ensure the employee knows exactly who the persons are in their chain-of-command

  • 10. 
    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
    • A. 

      We value your business

    • B. 

      We are to busy to handle your business

    • C. 

      As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D. 

      None of the above

  • 11. 
    What is the maximum amout of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 12. 
    When dealing with a difficult customer it is important to remember_________________.
    • A. 

      To not take it personally

    • B. 

      To use positive self-talk

    • C. 

      Both a and b above

    • D. 

      None of the above

  • 13. 
    What is the first thing that you should do when making eye contact with a customer?
    • A. 

      Say hello

    • B. 

      Smile

    • C. 

      Ask if you can be of assistance

    • D. 

      Refer them to the manager

  • 14. 
    What is the maximum amout of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 15. 
    Customer satisfaction is a step_____________________ customer service.
    • A. 

      Below

    • B. 

      Around

    • C. 

      Into

    • D. 

      Beyond

  • 16. 
    Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________
    • A. 

      The degree of caring that you show customers

    • B. 

      Your ability to provide service that is dependable and accurate

    • C. 

      The physical representations of your company including the facility, equipment and your appearance

    • D. 

      The respect, competence and confidence you show to the customer

  • 17. 
    An external customer ________________________ while an internal customer is/are ____________.
    • A. 

      Are the people who buy your company's products or services; are the people who work within your company.

    • B. 

      Are the people who work within your company; are the department heads of each section.

    • C. 

      Are the people who work within your company; are the customers

    • D. 

      Are the people who buy your company's products or services; are the customers

  • 18. 
    When dealing with a difficult customer it is important to remember_________________.
    • A. 

      To not take it personally

    • B. 

      To use positive self-talk

    • C. 

      Both a and b above

    • D. 

      None of the above

  • 19. 
    It is important to make eye contact with a customer because?
    • A. 

      Eye contact is natural

    • B. 

      Eye contact is not important

    • C. 

      Eye contact reassures customers that your attention is focused on them

    • D. 

      Eye contact is common courtesy and it shows your willingness to serve

  • 20. 
    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
    • A. 

      We value your business

    • B. 

      We are to busy to handle your business

    • C. 

      As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D. 

      None of the above

  • 21. 
    An effective way to approach a problem is:
    • A. 

      Complain to the supervisor

    • B. 

      Offer a reasonable alternative solution to your customer or supervisor

    • C. 

      Ignore the customer's odd requests

    • D. 

      Listen attentively and then pass it on to the boss

  • 22. 
    Communication is a give and take process. As a speaker it is your job to:
    • A. 

      Speak loudly and roughly in order to intimidate people into listening

    • B. 

      Intentionally speak over a person's ability to understand or communicate

    • C. 

      Determine if the listener understands

    • D. 

      Always ensure that you have the first and the last words said

  • 23. 
    When a misunderstanding happens with a customer you should:
    • A. 

      Apologize for the error even though it may not have been your error

    • B. 

      Tell them it was some one else's fault

    • C. 

      Ask them what you can do to make them happy

    • D. 

      Both A and C

  • 24. 
    When working on a team it is important to:
    • A. 

      Take credit for all the parts of the projects that you contributed especially if the project was successful

    • B. 

      Make sure to blame the ones that did not do their part if the project was unsuccessful

    • C. 

      Ensure that you are the leader of the project because that person will get all the praise

    • D. 

      Share responsibility for both the success and challenges that occurred during the project

  • 25. 
    When learning a new job, it is important to:
    • A. 

      Ask questions on anything you do not totally understand

    • B. 

      Understand the importance of the order of steps to be completed

    • C. 

      Find out where the break room is

    • D. 

      Realize that if you make a mistake, many people before you probably made the same mistake

  • 26. 
    Type question here. Example: Practice makes you [Blank]