Check Your Customer Service Knowledge With This Quiz

12 Questions | By Ljonespal | Updated: Mar 21, 2022 | Attempts: 288

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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.

You should greet and say the company's name when you answer the phone
- A.
  
  True
- B.
  
  False
4.

You should tell the customer if he/she is at fault
- A.
  
  True
- B.
  
  False
5.

Apologize to the customer even if the fault was done by another staff.
- A.
  
  True
- B.
  
  False
6.

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
7.

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
8.

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
9.

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
10.

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.
11.

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
12.

What is the maximum amout of times that the phone should ring before being answered?
- A.
  
  1
- B.
  
  2
- C.
  
  3
- D.
  
  4