Hsns Certified Customer Service & People Skill Test
PROGRAM REPS ONLY
- 1.
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
- A.
Tell the person what you think the answer might be.
- B.
Refer the person to your supervisor
- C.
Say that you are not allowed to give out that information to the public.
- D.
Inform the person that you don't know but will find out.
Correct Answer
D. Inform the person that you don't know but will find out.Explanation
It would be best to inform the person that you don't know the answer but will find out. This shows that you are willing to help the customer and take the initiative to find the information they need. Referring the person to your supervisor may not be necessary if you can easily find the answer yourself. Telling the person what you think the answer might be could lead to misinformation. Saying that you are not allowed to give out that information may come across as unhelpful and unprofessional.Rate this question:
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- 2.
A person approaches you and tells you of many complaints he has about your department. You should first:
- A.
. assume that his is just blowing off steam and ignore his complaints.
- B.
Check into the legitimacy of the complaints
- C.
Ask for advice from your supervisor on the best way to handle the person.
- D.
Regard the complaints as accurate and take immediate steps to correct them.
Correct Answer
D. Regard the complaints as accurate and take immediate steps to correct them.Explanation
It is important to take the complaints seriously and assume that they are accurate. By doing so, you can address any issues and make necessary improvements in your department. Ignoring the complaints or assuming that the person is just venting without checking into the legitimacy of the complaints may lead to unresolved issues and dissatisfaction among stakeholders. Seeking advice from a supervisor can also be helpful in handling the situation effectively.Rate this question:
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- 3.
Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the
- A.
Length of the call
- B.
Name of the caller
- C.
. time of the call
- D.
Telephone number of the caller
Correct Answer
A. Length of the callExplanation
When taking a telephone message for a co-worker, it is important to include the name of the caller, time of the call, and telephone number of the caller. These details are crucial for the co-worker to have accurate information and be able to follow up with the caller. However, the length of the call is the least important item to include in the message. The co-worker can inquire about the length of the call if necessary, but it is not essential information for them to have in order to address the caller's needs.Rate this question:
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- 4.
A customer has come into your office and submitted an application. When you give her some more forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of her application. In which of the following ways should you respond to the customer?
- A.
Simply be patient with her.
- B.
Tell her the reasons why your office needs the information
- C.
. Suggest that she can contact her state legislators if she wants to change the law
- D.
Say that you cannot process her application until all the forms have been completed.
Correct Answer
B. Tell her the reasons why your office needs the informationExplanation
In this situation, it is important to address the customer's concerns and explain the reasons why the office needs the information. By providing a clear explanation, the customer can better understand the purpose and importance of the forms, which may help alleviate their frustration with the bureaucratic process.Rate this question:
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- 5.
As A Field Manager at HsNs, you have been training William, A NEWLY HIRED Field Manager who is not directly under your supervision. He has not appeared to be particularly someone who catches on to the job as fast as you did. You are explaining procedures to him and he interrupts to ask you a question. You tell him to hold that question until your finished explaining the procedures. In a low voice, he begins to call you names and say bad things about the company. There are several other studens in the office in addition to the Training Supervisor who is just in the next room. What should you do?
- A.
Ignore him and continue
- B.
Get on the phone and request assistance from a department administrator
- C.
I said I'd be with you as soon as I could. Now please let me finish."
- D.
Ask another employee to help
Correct Answer
C. I said I'd be with you as soon as I could. Now please let me finish."Explanation
The correct answer is "I said I'd be with you as soon as I could. Now please let me finish." This response is appropriate because it acknowledges the interruption and sets a boundary by reminding the employee to wait until the procedures are explained. It maintains professionalism and does not escalate the situation further.Rate this question:
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- 6.
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
- A.
Do not get involved in the situation.
- B.
Quickly take your boss aside and provide the correct name.
- C.
Wait until the client leaves, and then provide your boss with the correct name.
- D.
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
Correct Answer
B. Quickly take your boss aside and provide the correct name.Explanation
It is important to ensure that accurate information is provided to clients. By quickly taking your boss aside and providing the correct name, you are helping to maintain the credibility and professionalism of your organization. This action shows that you are proactive and committed to ensuring that clients receive the correct information.Rate this question:
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- 7.
You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him?
- A.
. I'd work with him for as long as it takes.
- B.
10 minutes or so; I'd go through it once as quickly as possible and then hang up
- C.
About half an hour; I'd make sure he understands at least the basics
- D.
None at all; I'd get frustrated the first time he says "I don't understand
Correct Answer
A. . I'd work with him for as long as it takes.Explanation
The correct answer suggests that the person would be patient and willing to spend as much time as necessary to help their computer illiterate friend understand the setup process. They would not give up or get frustrated easily, indicating a supportive and helpful attitude towards their friend.Rate this question:
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- 8.
A person is telling you a story, but taking forever to get to the point. What do you do?
- A.
Let him/her finish the story, without interrupting
- B.
Let him/her finish the story without interrupting, but can't help glancing at my watch.
- C.
Let him/her finish the story without interrupting, but can't help glancing at my watch.
- D.
Interrupt by asking, "Does this story have a point?"
Correct Answer
A. Let him/her finish the story, without interruptingExplanation
In this situation, the best course of action is to let the person finish the story without interrupting. Interrupting may come off as rude or disrespectful, and may discourage the person from continuing or sharing stories in the future. It is important to show patience and attentiveness, even if the story may seem long or uninteresting. Glancing at the watch can be seen as impolite, so it is best to give the person your full attention and let them finish their story.Rate this question:
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- 9.
Your friend/co-worker starts to get on your nerves. What would be your most likely response?
- A.
Would tell him/her right away that s/he is getting on my nerves because of X personality trait that I don't like, and that s/he should leave me alone.
- B.
. I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.
- C.
I would avoid that person until s/he got the point that I need a break.
- D.
I would explain that I am feeling overwhelmed with work/school/life and need a break from social obligations to be by myself for a while.
- E.
I would explain what is bothering me, and ask for some time to myself
Correct Answer
D. I would explain that I am feeling overwhelmed with work/school/life and need a break from social obligations to be by myself for a while.Explanation
The answer suggests that the person would communicate their feelings of being overwhelmed and the need for some time alone. This response shows a more mature and empathetic approach to dealing with the situation, as it focuses on expressing personal needs rather than blaming or lashing out at the other person. It promotes open communication and understanding between friends or co-workers.Rate this question:
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- 10.
When having a disagreement, I typically:
- A.
Lower my voice to an ominous whisper.
- B.
Maintain a normal voice level.
- C.
Raise my voice slightly.
- D.
Raise my voice level markedly
Correct Answer
B. Maintain a normal voice level.Explanation
The correct answer is to maintain a normal voice level. This suggests that the person handles disagreements in a calm and composed manner, without resorting to yelling or whispering. This approach promotes effective communication and allows for a more rational and respectful resolution of conflicts.Rate this question:
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- 11.
When conversing with clients who have a less extensive vocabulary (e.g. lower education level):
- A.
I brush them off - I just wouldn't have the patience to carry on.
- B.
I become very impatient and it's probably obvious
- C.
I become impatient and it may show.
- D.
. I may become impatient but I try not to let on.
- E.
I adjust my speech to their level.
Correct Answer
E. I adjust my speech to their level.Explanation
When conversing with clients who have a less extensive vocabulary, it is important to adjust one's speech to their level. This means using simpler language and avoiding complex terms or jargon that they may not understand. By doing so, it helps to ensure effective communication and understanding between both parties. It also shows respect and empathy towards the client, as it acknowledges and accommodates their individual needs and abilities.Rate this question:
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- 12.
When conversing with a person who takes forever to get to the point:
- A.
I keep myself from finishing his/her sentences
- B.
. I try not to finish his/her sentences but do not always succeed.
- C.
. I can't help finishing his/her sentences.
- D.
I finish his/her sentences for him/her
Correct Answer
A. I keep myself from finishing his/her sentencesExplanation
When conversing with a person who takes forever to get to the point, the correct answer suggests that the person tries to refrain from finishing the other person's sentences. This implies that they are aware of the other person's tendency to take a long time to express themselves and make an effort to allow them to finish their thoughts on their own.Rate this question:
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- 13.
When it comes to resolving conflicts:
- A.
I usually give in and let the other person have his/her way.
- B.
I prefer "give and take".
- C.
. I try to push for a win on my part but if it is not in the cards I can accept a compromise.
- D.
It's my way or the highway.
Correct Answer
B. I prefer "give and take".Explanation
This answer suggests that the person prefers to find a solution through compromise and negotiation, rather than insisting on their own way or always giving in to the other person. They are willing to make concessions and consider the needs and perspectives of others in order to reach a resolution that benefits both parties.Rate this question:
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- 14.
When it comes to conflict:
- A.
. I can "agree to disagree". I accept that other people have different viewpoints than my own.
- B.
Even though I usually think I am right, I can accept that others have different viewpoints.
- C.
Find it extremely difficult to accept that others have different viewpoints than my own, and that we could both be right.
Correct Answer
A. . I can "agree to disagree". I accept that other people have different viewpoints than my own.Explanation
The correct answer suggests that the person is open-minded and willing to accept that others may have different opinions or viewpoints. They are able to engage in conflicts or disagreements without becoming defensive or trying to prove that they are always right. This attitude promotes healthy communication and understanding in relationships and allows for the possibility of finding common ground or compromise.Rate this question:
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- 15.
You are asked by your Supervisor to get feedback from a College Student to find out the stregnths and weaknesses of our program here at the HsNs Company. The request makes perfect sense but that is not in your job description to do. How do you deal with the situation?
- A.
Despite the intention to go ahead with the request, I just can't follow through with it.
- B.
I will make an attempt and I will be convincing.
- C.
I try to do my best to "pull it off".
- D.
. I "pull it off" effortlessly
Correct Answer
C. I try to do my best to "pull it off".Explanation
The correct answer is "I try to do my best to 'pull it off'." This answer indicates that the person will make an attempt and put in their best effort to fulfill the request, even though it is not part of their job description. They are willing to take on the task and try to successfully complete it.Rate this question:
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Current Version
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Jul 30, 2023Quiz Edited by
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May 22, 2014Quiz Created by
HSNSCO
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