Customer Service Examination

10 Questions | By Riomarquez03 | Updated: Apr 28, 2014 | Attempts: 111

Questions

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To test an individuals knowledge on how to provide best customer service over the phone.

Questions and Answers

1.

To develop rapport over the phone you should do the following:
- A.
  
  Smile
- B.
  
  Tell them everything you know about a product or service
- C.
  
  Point your heart towards them
- D.
  
  Make Eye contact
- E.
  
  Listen
Correct Answer(s)
B. Tell them everything you know about a product or service
E. Listen
2.

What are 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.
Correct Answer(s)
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.
3.

True or False: To understand customers, you need to get close to them, stay tuned in to them, and think like them.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
4.

If you had a customer who had a problem or query, what might you do to help them?
- A.
  
  Ignore them.
- B.
  
  Ask them what the problem is.
- C.
  
  Wait for them to ask someone else
Correct Answer
B. Ask them what the problem is.
5.

If you where unable to answer the customer's question, query or problem what might you do?
- A.
  
  Put the customer on hold and ask a colleague or supervisor.
- B.
  
  Tell them you do not know the answer.
- C.
  
  Tell them to call back later
Correct Answer
A. Put the customer on hold and ask a colleague or supervisor.
6.

Why should you smile every time you answer a phone call?
- A.
  
  Because it will make you feel better
- B.
  
  Because smiling is fun
- C.
  
  Because you are having a bad day
- D.
  
  Because the person on the other end of the line can tell that you are smiling
Correct Answer(s)
A. Because it will make you feel better
D. Because the person on the other end of the line can tell that you are smiling
7.

True or False: You should greet and say the company's name when you answer the phone.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True
8.

True or False: You should tell the customer if he/she is at fault
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
9.

True or False: Argue with the customer. Stand for your right.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False
10.

True or False: Apologize to the customer even if the fault was done by another staff.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

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Current Version
Apr 28, 2014

Quiz Edited by
ProProfs Editorial Team
Apr 28, 2014

Quiz Created by
Riomarquez03

Customer Service Examination

To develop rapport over the phone you should do the following:

What are the key reasons for customer dissatisfaction?

True or False: To understand customers, you need to get close to them, stay tuned in to them, and think like them.

If you had a customer who had a problem or query, what might you do to help them?

If you where unable to answer the customer's question, query or problem what might you do?

Why should you smile every time you answer a phone call?

True or False: You should greet and say the company's name when you answer the phone.

True or False: You should tell the customer if he/she is at fault

True or False: Argue with the customer. Stand for your right.

True or False: Apologize to the customer even if the fault was done by another staff.