Sales Representative Customer Service: Quiz!
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To develop a rapport over the phone you should do the following:
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Smile
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Tell them the solutions your product/service offers to their problems
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Match their tone and rate of speech
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Make Eye contact
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Listen
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This quiz assesses key skills for sales representatives in customer service, focusing on handling calls, managing difficult customer interactions, and maintaining professionalism. It is designed to enhance rapport building and effective communication.
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- 2.
What are the key reasons for customer dissatisfaction?
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Employees who don't listen to what the customer is saying.
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Employees who ignore customers completely.
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Employees who don't follow up or follow through.
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Employees who ask too many questions.
Correct Answer(s)
A. Employees who don't listen to what the customer is saying.
A. Employees who ignore customers completely.
A. Employees who don't follow up or follow through.Explanation
The key reasons for customer dissatisfaction include employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors can lead to customers feeling unheard, unimportant, and frustrated with the lack of resolution or action taken to address their concerns.Rate this question:
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- 3.
If you are unexpectantly delayed in reporting to work at your assigned time, what should you do?
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Call your supervisor and leave a voice mail message if they do not answer telling them when you expect to be in
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Email your supervisor with the time you expect to be in
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Call your supervisor and leave a voice mail message if they do not answer with the time you expect to be in. Follow up your call with an email to your supervisor or to the office manager.
Correct Answer
A. Call your supervisor and leave a voice mail message if they do not answer with the time you expect to be in. Follow up your call with an email to your supervisor or to the office manager.Explanation
If you are unexpectedly delayed in reporting to work at your assigned time, the best course of action is to call your supervisor and leave a voice mail message if they do not answer, informing them of the time you expect to be in. It is also recommended to follow up your call with an email to your supervisor or to the office manager. This ensures that your supervisor is notified promptly and has a record of your expected arrival time.Rate this question:
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- 4.
If you were unable to answer the customer's question, query, or problem what might you do?
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Put the customer on hold and ask a colleague or supervisor.
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Tell them you do not know the answer.
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Tell them to call back later
Correct Answer
A. Put the customer on hold and ask a colleague or supervisor.Explanation
In case of being unable to answer the customer's question or problem, putting the customer on hold and seeking assistance from a colleague or supervisor is the most appropriate action. This allows the customer to wait patiently while ensuring that they receive accurate and helpful information. Consulting with a more knowledgeable person demonstrates a commitment to providing excellent customer service and finding a solution to the customer's query or problem.Rate this question:
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- 5.
Why should you smile every time you answer a phone call?
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Because smiling has a positive effect on the inflection in your voice
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Because it releases stress and helps you focus
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Because you are having a bad day
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Because the person on the other end of the line can tell that you are smiling
Correct Answer(s)
A. Because smiling has a positive effect on the inflection in your voice
A. Because it releases stress and helps you focus
A. Because the person on the other end of the line can tell that you are smilingExplanation
When you smile while answering a phone call, it has a positive effect on the inflection in your voice. Smiling helps to release stress and allows you to focus better. Additionally, the person on the other end of the line can sense that you are smiling, which can create a more positive and friendly interaction.Rate this question:
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- 6.
If a customer started using offensive and threatening language, what would you do?
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Ask the customer to calm down and let you assist them properly. Disconnect the call if they do not comply.
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Ask the customer once to refrain from using profanity and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.
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Just be quiet and let them get it out of their system
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Start using profanity back at them!
Correct Answer
A. Ask the customer once to refrain from using profanity and let them know you will have to disconnect the call if they do not. Disconnect the call if they do not comply.Explanation
If a customer started using offensive and threatening language, the appropriate response would be to ask the customer once to refrain from using profanity and inform them that the call will be disconnected if they do not comply. This approach demonstrates professionalism and sets clear boundaries regarding acceptable behavior. Disconnecting the call is necessary to ensure the safety and well-being of the agent and maintain a respectful and productive environment for both parties involved.Rate this question:
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- 7.
You should apologize to the customer even if the fault was done by other staff?
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True
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False
Correct Answer
A. TrueExplanation
Apologizing to the customer, even if the fault was done by other staff, is important because it shows empathy, acknowledges the inconvenience caused, and helps maintain a positive customer relationship. Taking responsibility for the situation, regardless of who was at fault, demonstrates professionalism and a commitment to resolving the issue. It also allows for open communication and an opportunity to rectify the mistake, ultimately leading to customer satisfaction and loyalty.Rate this question:
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- 8.
To provide the best service to your customer, you need to:
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Get to know them and all their family members, including the dog.
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Ask the customer a lot of questions about their likes and dislikes.
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Listen carefully to the customer's responses and ask specific questions.
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Tell the customer how great you are, how great the company and how great your product is.
Correct Answer
A. Listen carefully to the customer's responses and ask specific questions.Explanation
Listening carefully to the customer's responses and asking specific questions is the best way to provide the best service to customers. By actively listening, you can understand their needs, preferences, and concerns. Asking specific questions allows you to gather more information and clarify any uncertainties. This approach helps you tailor your service to meet their specific requirements and ensures that you are providing the most relevant and effective solutions. It also shows that you value their input and are committed to addressing their needs, leading to a more positive customer experience.Rate this question:
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- 9.
Which of the following is most likely to help calm an angry customer?
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Matching their tone and pace
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Laughing and trying to joke about their problem
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Speaking slowly, calmly and deliberately
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Interrupting them to say you already understand the problem and will get it fixed
Correct Answer
A. Speaking slowly, calmly and deliberatelyExplanation
Speaking slowly, calmly and deliberately is most likely to help calm an angry customer because it shows that you are composed and in control of the situation. By speaking slowly, you can help the customer feel heard and understood, while speaking calmly and deliberately can help to diffuse their anger and frustration. This approach demonstrates empathy and a willingness to listen, which can go a long way in resolving the customer's issue and restoring their confidence in the company.Rate this question:
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- 10.
Which programs are Web Browsers?
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Internet Explorer, Mozilla Firefox
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Microsoft Word, Adobe Reader
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Microsoft Outlook, Java
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My Documents, Adobe Reader
Correct Answer
A. Internet Explorer, Mozilla FirefoxExplanation
Internet Explorer and Mozilla Firefox are web browsers because they are specifically designed to access and display websites on the internet. They provide users with a graphical interface to navigate through web pages, view multimedia content, and interact with online services. On the other hand, Microsoft Word, Adobe Reader, Microsoft Outlook, Java, and My Documents are not web browsers as they serve different purposes such as word processing, document viewing, email management, programming, and file storage respectively.Rate this question:
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- 11.
Which options are examples of active listening?
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"So if I understand correctly...."
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Using terms like "I see" or "Go on"
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Taking notes to use throughout the call
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Interrupting the customer to tell them more about the program or product
Correct Answer(s)
A. "So if I understand correctly...."
A. Using terms like "I see" or "Go on"
A. Taking notes to use throughout the callExplanation
Active listening involves fully engaging with the speaker and demonstrating understanding and interest. The options "So if I understand correctly....", using terms like "I see" or "Go on", and taking notes to use throughout the call all demonstrate active listening. These responses show that the listener is actively trying to comprehend and follow the conversation, and they are showing empathy and encouragement by using phrases like "I see" or "Go on". Taking notes also indicates that the listener is actively processing and retaining information from the call. Interrupting the customer to tell them more about the program or product, on the other hand, is not an example of active listening as it interrupts the flow of the conversation and may not address the customer's needs or concerns.Rate this question:
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- 12.
Which of the following does not contribute to the image you project?
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Body language
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Choice of words
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Job title
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Tone of voice
Correct Answer
A. Job titleExplanation
While body language, choice of words, and tone of voice all play a significant role in the image one projects, the job title does not directly contribute to the image. The way one carries themselves, communicates, and expresses themselves vocally are more influential in shaping the perception others have of them. Job title may indicate a person's position or level of authority, but it does not necessarily reflect their personal qualities or how they present themselves.Rate this question:
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- 13.
When talking on the phone to a customer, you should:
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Make small talk helping the customer to stay on the line
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Sound like you are reading from a script
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Make your conversation natural and match the callers voice
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Speak loudly and clearly so you can be heard
Correct Answer
A. Make your conversation natural and match the callers voiceExplanation
When talking on the phone to a customer, it is important to make your conversation natural and match the caller's voice. This means adjusting your tone, pace, and language to match the customer's communication style and level of formality. By doing so, you can establish rapport and make the customer feel more comfortable, which can lead to better communication and a more positive customer experience.Rate this question:
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- 14.
If a customer says to you "I'm not interested," what would you do?
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Thank them for their time and hang up
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Ask questions to identify what is keeping customer from moving forward
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Put the customer on the Do Not Call list and dial the next number
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I'm not sure, is it okay to ask the customer why they are not interested?
Correct Answer
A. Ask questions to identify what is keeping customer from moving forwardExplanation
When a customer says "I'm not interested," it is important to not immediately give up on the conversation. Instead, asking questions to identify what is keeping the customer from moving forward can help to understand their concerns or objections. This allows the opportunity to address those concerns and potentially change their perspective, leading to a possible sale. It also shows the customer that their opinion and needs are valued, which can help build rapport and trust.Rate this question:
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- 15.
Conducting personal business on company time (sending personal messages on company email, taking a longer lunch break to run errands, scrolling through your Facebook) is
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Clearly ethical (the right thing to do)
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Clearly unethical (the wrong thing to do)
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Not a big deal if it doesn't happen all the time
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Not obviously ethical but maybe not really unethical either
Correct Answer
A. Clearly unethical (the wrong thing to do)Explanation
Conducting personal business on company time, such as sending personal messages on company email, taking longer lunch breaks to run errands, or scrolling through Facebook, is clearly unethical. When employees engage in personal activities during work hours, they are essentially stealing time and resources from their employer. It is important to respect company policies and use work hours for work-related tasks only. Engaging in personal business on company time can negatively impact productivity, create a distraction for other employees, and undermine the trust and professionalism expected in the workplace.Rate this question:
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- 16.
Explaining your behavior on the job with "nobody told me not to do this" is:
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Completely valid if you didn't know
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Clearly not taking ownership
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Depends on who you are talking to
Correct Answer
A. Clearly not taking ownershipExplanation
Explaining your behavior on the job with "nobody told me not to do this" is clearly not taking ownership. This response suggests a lack of personal responsibility and accountability for one's actions. Instead of acknowledging any mistakes or errors, it shifts the blame onto others for not explicitly stating what should not be done. Taking ownership means being proactive, taking initiative, and being accountable for one's actions, regardless of whether explicit instructions were given or not.Rate this question:
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- 17.
Which of these are traits that lead to great success?
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Focus
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Serving others
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Creative ideas
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Procrastination
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Passion for the job
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Persistence
Correct Answer(s)
A. Focus
A. Serving others
A. Creative ideas
A. Passion for the job
A. PersistenceExplanation
Traits that lead to great success include focus, serving others, creative ideas, passion for the job, and persistence. These traits are essential in achieving success because focus allows individuals to concentrate on their goals and stay determined. Serving others helps build strong relationships and creates a positive impact. Creative ideas foster innovation and problem-solving skills. Passion for the job drives individuals to work hard and excel in their chosen field. Persistence ensures that individuals continue to strive for success despite obstacles or setbacks.Rate this question:
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- 18.
Which of these is the definition of a SMART Goal?
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Standardized, More Work, Active, Reason, Trying
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Successful, Motivated, Ability, Reliable, Targeted
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Specific, Measurable, Achievable, Relevant, Time Bound
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Specific, Monetary, Active, Realistic, Tested
Correct Answer
A. Specific, Measurable, Achievable, Relevant, Time BoundExplanation
A SMART goal is one that is specific, measurable, achievable, relevant, and time-bound. This means that the goal should be clearly defined and focused, with measurable criteria to track progress. It should also be realistic and attainable, and aligned with the overall objectives and priorities. Additionally, a SMART goal should have a specific timeframe or deadline for completion.Rate this question:
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- 19.
Having a positive mindset includes:
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Being happy all the time
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Seeing effort as important to the process
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Reaching for higher goals
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Being motivated by the success of others
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Learning from the feedback of others
Correct Answer(s)
A. Seeing effort as important to the process
A. Reaching for higher goals
A. Being motivated by the success of others
A. Learning from the feedback of othersExplanation
Having a positive mindset involves various aspects, including recognizing the importance of effort in any process, setting ambitious goals, finding motivation in the success of others, and being open to learning from feedback provided by others. It does not necessarily mean being happy all the time, as happiness can fluctuate, but rather focusing on these key elements to maintain a positive outlook on life.Rate this question:
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- 20.
What is the defining characteristic of an open-ended question?
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An open ended question is much longer than a closed-ended question.
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An open ended question cannot be answered with a "Yes" or "No"
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An open ended question doesn't give the customer a chance to respond before you continue.
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An open ended question allows the other party to take control of the conversation.
Correct Answer
A. An open ended question cannot be answered with a "Yes" or "No"Explanation
An open-ended question cannot be answered with a "Yes" or "No" because it is designed to encourage a more detailed and thoughtful response. This type of question allows the other party to provide their perspective, share their thoughts, and elaborate on their opinions or experiences. By avoiding simple "Yes" or "No" answers, open-ended questions promote a deeper level of engagement and encourage a more meaningful conversation.Rate this question:
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Quiz Review Timeline (Updated): Mar 21, 2023 +
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 21, 2023Quiz Edited by
ProProfs Editorial Team -
Feb 16, 2015Quiz Created by
Jeff
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