At Home Customer Service Representative

20 Questions | Total Attempts: 288

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Customer Service Quizzes & Trivia

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

  • 7. 
    You mentioned...how would you feel...? is an example of what kind of question?
    • A. 

      Leading

    • B. 

      Assumptive

    • C. 

      Clarification

    • D. 

      Closed

  • 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

  • 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...

  • 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

  • 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

  • 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.

  • 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

  • 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.

  • 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

  • 16. 
    True or False The ability to communicate effectively is very important when dealing with all types ofcustomers:  
    • A. 

      True

    • B. 

      False

  • 17. 
    True/False​You should never argue with a customer even if he insists on returning an item he ordered 15 days ago
    • A. 

      True

    • B. 

      False

  • 18. 
    True/FalseAll customers are basically the same when it comes to behavior:  
    • A. 

      True

    • B. 

      False

  • 19. 
    True/FalseYou can never overcome a customer’s previous bad experience
    • A. 

      True

    • B. 

      False

  • 20. 
    True/False.Employees should be graded on their customer service skills
    • A. 

      True

    • B. 

      False

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