At Home Customer Service Representative

20 Questions | By Tmstamaria | Updated: Mar 20, 2022 | Attempts: 368

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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/FalseYou 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