Sales Representative Customer Service: Quiz!
(201).jpg "Sales Representative Customer Service: Quiz!")
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- 1.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.
- 2.To develop a rapport over the phone you should do the following:
- A.
Smile
- B.
Tell them the solutions your product/service offers to their problems
- C.
Match their tone and rate of speech
- D.
Make Eye contact
- E.
Listen
- 3.If you were 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
- 4.Why should you smile every time you answer a phone call?
- A.
Because smiling has a positive effect on the inflection in your voice
- B.
Because it releases stress and helps you focus
- 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
- 5.If you are unexpectantly delayed in reporting to work at your assigned time, what should you do?
- A.
Call your supervisor and leave a voice mail message if they do not answer telling them when you expect to be in
- B.
Email your supervisor with the time you expect to be in
- C.
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.
- 6.If a customer started using offensive and threatening language, what would you do?
- A.
Ask the customer to calm down and let you assist them properly. Disconnect the call if they do not comply.
- B.
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.
- C.
Just be quiet and let them get it out of their system
- D.
Start using profanity back at them!
- 7.You should apologize to the customer even if the fault was done by other staff?
- A.
True
- B.
False
- 8.If a customer says to you "I'm not interested," what would you do?
- A.
Thank them for their time and hang up
- B.
Ask questions to identify what is keeping customer from moving forward
- C.
Put the customer on the Do Not Call list and dial the next number
- D.
I'm not sure, is it okay to ask the customer why they are not interested?
- 9.When talking on the phone to a customer, you should:
- A.
Make small talk helping the customer to stay on the line
- B.
Sound like you are reading from a script
- C.
Make your conversation natural and match the callers voice
- D.
Speak loudly and clearly so you can be heard
- 10.To provide the best service to your customer, you need to:
- A.
Get to know them and all their family members, including the dog.
- B.
Ask the customer a lot of questions about their likes and dislikes.
- C.
Listen carefully to the customer's responses and ask specific questions.
- D.
Tell the customer how great you are, how great the company and how great your product is.
- 11.Which of the following is most likely to help calm an angry customer?
- A.
Matching their tone and pace
- B.
Laughing and trying to joke about their problem
- C.
Speaking slowly, calmly and deliberately
- D.
Interrupting them to say you already understand the problem and will get it fixed
- 12.Which programs are Web Browsers?
- A.
Internet Explorer, Mozilla Firefox
- B.
Microsoft Word, Adobe Reader
- C.
Microsoft Outlook, Java
- D.
My Documents, Adobe Reader
- 13.Which options are examples of active listening?
- A.
"So if I understand correctly...."
- B.
Using terms like "I see" or "Go on"
- C.
Taking notes to use throughout the call
- D.
Interrupting the customer to tell them more about the program or product
- 14.Which of the following does not contribute to the image you project?
- A.
Body language
- B.
Choice of words
- C.
Job title
- D.
Tone of voice
- 15.Which of these are traits that lead to great success?
- A.
Focus
- B.
Serving others
- C.
Creative ideas
- D.
Procrastination
- E.
Passion for the job
- F.
Persistence
- 16.Which of these is the definition of a SMART Goal?
- A.
Standardized, More Work, Active, Reason, Trying
- B.
Successful, Motivated, Ability, Reliable, Targeted
- C.
Specific, Measurable, Achievable, Relevant, Time Bound
- D.
Specific, Monetary, Active, Realistic, Tested
- 17.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
- A.
Clearly ethical (the right thing to do)
- B.
Clearly unethical (the wrong thing to do)
- C.
Not a big deal if it doesn't happen all the time
- D.
Not obviously ethical but maybe not really unethical either
- 18.Explaining your behavior on the job with "nobody told me not to do this" is:
- A.
Completely valid if you didn't know
- B.
Clearly not taking ownership
- C.
Depends on who you are talking to
- 19.Having a positive mindset includes:
- A.
Being happy all the time
- B.
Seeing effort as important to the process
- C.
Reaching for higher goals
- D.
Being motivated by the success of others
- E.
Learning from the feedback of others
- 20.What is the defining characteristic of an open-ended question?
- A.
An open ended question is much longer than a closed-ended question.
- B.
An open ended question cannot be answered with a "Yes" or "No"
- C.
An open ended question doesn't give the customer a chance to respond before you continue.
- D.
An open ended question allows the other party to take control of the conversation.
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