At Home Customer Service Representative
Questions and Answers
- 1.
A lack of product knowledge on the part of an employee can cause the customer to:
- 2.
If an employee is unhappy they will tend to treat customers:
- 3.
Contacting the customer after a sale or problem resolution encourages
- 4.
How important is it to be ‘customer friendly’ with your policies?
- 5.
Policies on returns, back orders, wrong shipments, late deliveries are important to thecustomer because:
- 6.
What is the opposite of reactive customer service?
- A.
Inactive
- B.
Overactive
- C.
Non-active
- D.
Proactive
Correct Answer
D. ProactiveExplanation
The opposite of reactive customer service is proactive customer service. Reactive customer service refers to addressing customer issues and concerns only after they arise, while proactive customer service involves anticipating and addressing customer needs before they become problems. Proactive customer service focuses on preventing issues, providing personalized assistance, and actively engaging with customers to enhance their experience.Rate this question:
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- 7.
You mentioned...how would you feel...? is an example of what kind of question?
- A.
Leading
- B.
Assumptive
- C.
Clarification
- D.
Closed
Correct Answer
A. LeadingExplanation
The question "You mentioned...how would you feel...?" is an example of a leading question. This type of question is designed to guide or influence the respondent towards a particular answer or response. In this case, the question assumes that the person mentioned something and asks how they would feel about it, implying that they did mention it.Rate this question:
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- 8.
The lifetime value of a client refers to what?
- A.
The total amount a company spends on keeping a customer happy
- B.
The money spent on a product or service by a customer each year
- C.
The company revenue spent on advertising
- D.
The monetary value per customer accrued to a company over a measured period
Correct Answer
A. The total amount a company spends on keeping a customer happyExplanation
The lifetime value of a client refers to the total amount a company spends on keeping a customer happy. This includes expenses related to customer support, customer retention programs, and any other activities aimed at ensuring customer satisfaction and loyalty. By investing in customer happiness, companies can increase the value they derive from each customer over their lifetime, leading to higher profitability and long-term success.Rate this question:
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- 9.
Which of the following words / phrase is not positive as perceived by most customers?
- A.
Certainly
- B.
You’re welcome
- C.
I’ll do my best
- D.
What I can do is...
Correct Answer
D. What I can do is...Explanation
The phrase "What I can do is..." is not perceived as positive by most customers because it implies limitations or inability to fully meet their needs or expectations. It suggests that the person may not be able to provide a satisfactory solution or may not have the necessary resources or authority to address the customer's concerns. This can create a sense of frustration or disappointment for customers who are seeking a more positive and proactive response.Rate this question:
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- 10.
When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:
- A.
Matching their perceived needs to potential solutions
- B.
Giving as many of the features of the product or service as possible
- C.
Finding out why they contacted us
- D.
Offering the best deal
Correct Answer
A. Matching their perceived needs to potential solutionsExplanation
When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is matching their perceived needs to potential solutions. This means understanding the buyer's specific requirements, challenges, and expectations, and then presenting the product or service as a solution that addresses those needs effectively. By focusing on the buyer's needs and showing how the product or service can meet those needs, the seller can establish a strong connection and increase the likelihood of a successful sale.Rate this question:
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- 11.
When caught in a "Drama Triangle" the simplest method to remove yourself is:
- A.
The active response
- B.
The negative response
- C.
The passive response
- D.
The positive response
Correct Answer
C. The passive responseExplanation
The passive response is the simplest method to remove yourself from a "Drama Triangle". By choosing to respond passively, you avoid engaging in the drama and conflict. This means not getting involved in arguments or trying to fix the situation. Instead, you step back and allow others to take responsibility for their actions and emotions. This response helps to break the cycle of drama and allows you to maintain your own emotional well-being.Rate this question:
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- 12.
Which of the following statements most closely reflects your own view
- A.
I need to change my personality to match that of the customer
- B.
I am never a ‘stressed-out’ customer, so why should I put up with difficult behaviour from customers?
- C.
The customer has a perfect right to be rude if necessary
- D.
In any given service or sales situation I can choose my own behaviour for the best possible outcome.
Correct Answer
C. The customer has a perfect right to be rude if necessary -
- 13.
Understanding the theory behind "Adult, Child, Parent" tapes is particularly useful for managers that need to:
- A.
Delegate
- B.
Offer Feedback
- C.
Set Goals
- D.
Appoint Staff
Correct Answer
B. Offer FeedbackExplanation
Understanding the theory behind "Adult, Child, Parent" tapes is particularly useful for managers that need to offer feedback. This theory, developed by Eric Berne, suggests that individuals have three ego states: Adult, Child, and Parent. By understanding this theory, managers can effectively analyze and interpret the behavior and communication style of their employees. This understanding enables managers to provide constructive feedback that is tailored to the individual's ego state, resulting in improved communication, motivation, and performance.Rate this question:
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- 14.
One of the key principles of Cognitive Behavioural Therapy is that:
- A.
Events don't cause our feelings. It is our interpretation of events and the way we react to them that determines their impact.
- B.
People are basically all the same - if we choose certain modes of behaviour, we're bound to improve our relations.
- C.
Our senses dictate our favoured forms of language patterns.
- D.
We can have little impact upon others' as they choose their own behaviour.
Correct Answer
A. Events don't cause our feelings. It is our interpretation of events and the way we react to them that determines their impact.Explanation
The correct answer is that events don't cause our feelings. It is our interpretation of events and the way we react to them that determines their impact. This principle of Cognitive Behavioural Therapy emphasizes that our thoughts and beliefs about a situation greatly influence our emotional response to it. It suggests that by changing our thoughts and reactions, we can change the way we feel about events and ultimately improve our mental well-being. This principle highlights the importance of self-awareness and taking responsibility for our own emotional responses.Rate this question:
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- 15.
Empathy and personalize responses is needed when resolving customer issue because
- A.
It makes the customer feel good
- B.
It displays active listening and willingness to assist
- C.
It displays that you are knowledgeable to help
- D.
It will prolong your response time
Correct Answer
B. It displays active listening and willingness to assistExplanation
Empathy and personalized responses are important when resolving customer issues because they demonstrate active listening and a genuine willingness to assist. By showing empathy, the customer feels understood and valued, which can help to build trust and rapport. Additionally, personalized responses indicate that the customer's specific needs and concerns are being addressed, rather than providing generic or scripted responses. This approach also showcases the agent's knowledge and ability to provide effective solutions. However, it is important to note that prolonging response time is not a desirable outcome in customer service, as it may lead to frustration and dissatisfaction.Rate this question:
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- 16.
True or False The ability to communicate effectively is very important when dealing with all types ofcustomers:
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Effective communication is crucial when dealing with all types of customers. It helps in understanding their needs, addressing their concerns, and building a strong rapport. Clear and concise communication ensures that information is conveyed accurately, avoiding any misunderstandings or confusion. It also helps in resolving conflicts and providing excellent customer service. By actively listening, using appropriate language, and adapting communication style to suit individual customers, businesses can enhance customer satisfaction and loyalty. Therefore, the statement "The ability to communicate effectively is very important when dealing with all types of customers" is true.Rate this question:
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- 17.
True/FalseYou should never argue with a customer even if he insists on returning an item he ordered 15 days ago
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
It is true that you should never argue with a customer even if he insists on returning an item he ordered 15 days ago. Arguing with a customer can escalate the situation, damage the customer's trust, and harm the reputation of the business. It is important to provide excellent customer service and address customer concerns in a polite and professional manner, even if the return request is outside the usual return period.Rate this question:
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- 18.
True/FalseAll customers are basically the same when it comes to behavior:
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
This statement is false because customers can have different behaviors based on their preferences, needs, and experiences. Factors such as demographics, psychographics, and buying habits can greatly influence customer behavior. Therefore, it is important for businesses to understand and cater to the unique behaviors of their target customers in order to effectively meet their needs and preferences.Rate this question:
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- 19.
True/FalseYou can never overcome a customer’s previous bad experience
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
This statement is false because it is possible to overcome a customer's previous bad experience. By acknowledging the customer's concerns, providing a satisfactory resolution, and offering exceptional customer service, a company can rebuild trust and improve the customer's overall experience. Additionally, implementing changes based on customer feedback can prevent similar issues from occurring in the future, further enhancing customer satisfaction.Rate this question:
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- 20.
True/False.Employees should be graded on their customer service skills
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Employees should be graded on their customer service skills because customer service is a crucial aspect of any business. The way employees interact with customers directly impacts customer satisfaction, loyalty, and the overall reputation of the company. By grading employees on their customer service skills, businesses can identify areas for improvement, provide targeted training, and ultimately enhance the customer experience. This can lead to increased customer retention, positive word-of-mouth referrals, and ultimately, improved business performance.Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
May 17, 2016Quiz Created by
Tmstamaria
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