Weekly Recap Quiz #50 (March 10th)

11 Questions | Total Attempts: 87

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Weekly Recap Quiz #50 (March 10th)

EMPATHY and COURTESY!


Questions and Answers
  • 1. 
    Empathy In Action!
  • 2. 
    Courtesy In Action!
  • 3. 
    Empathy is only expressed when something has gone wrong.
    • A. 

      True

    • B. 

      False

  • 4. 
    What are some ways you can express empathy to a customer. Choose all that apply.
    • A. 

      Imagine yourself in their shoes

    • B. 

      Apologize

    • C. 

      Say you understand

    • D. 

      Acknowledge their frustration

  • 5. 
    A customer calls in upset and frustrated that her package did not arrive in time. Which of the following phrases best shows empathy?
    • A. 

      "Let me see how we can make this right going forward."

    • B. 

      "Would you like a replacement or a credit?"

    • C. 

      "I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."

    • D. 

      "When is your party?"

  • 6. 
    Which are the following are courtesy words? Check all that apply.
    • A. 

      Please

    • B. 

      Thank you

    • C. 

      Dude

    • D. 

      Hey

    • E. 

      May I

    • F. 

      Miss, Mrs., Mr., Sir, Ma'am

  • 7. 
    Which of the following CSRs is presenting BuySeasons in a positive manner?
    • A. 

      Rejelle telling the customer not to worry, and that this happens all the time.

    • B. 

      Maureen letting the customer know that her computer is extremely slow.

    • C. 

      Maricris informing the customer that the late delivery is due to UPS's error.

    • D. 

      Theo apologizing to the customer for the missing item, and helping to resolve the issue.

  • 8. 
    Rather than use negative words or phrases such as “I can’t do that,” “I don’t know,” “That’s not my responsibility,” “You called the wrong department,” “We don’t handle that,”  “Unfortunately there’s nothing I can do.” What should you focus on?
    • A. 

      How to get the customer off the line without using one of the phrases above.

    • B. 

      Try and make the customer feel as good as possible.

    • C. 

      Focus on the positives and what can be done for the Customer.

    • D. 

      Focus on how to make the customer feel as good as possible even though you cannot help them.

  • 9. 
    Why should you use empathy when working with a customer? Choose all that Apply.
    • A. 

      To let the customer know you understand their frustration.

    • B. 

      To express genuine concern for the issue at hand.

    • C. 

      To show the customer you know how to handle the problem.

    • D. 

      To acknowledge the importance of the customer’s problem.

  • 10. 
    Which one do you like?
    • A. 

      Option 1

    • B. 

      Option 2

    • C. 

      Option 3

    • D. 

      Option 4

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