Customer Services Quiz

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Are you providing great customer service? Take this quick quiz to see how well you score.

Questions and Answers

1.

Customers are more easily satisfied if their expectations are effectively managed.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. If customers know what to expect, they are more likely to feel satisfied.

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2.

When dealing with an abusive customer on the phone, it's important to hang up right away.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. Tell the abusive customer you'd like to help them, and will do so when the conversational tone is calm.

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3.

After resolving a customer complaint, the customer is impressed with your customer service if you follow up with them to make sure they're satisfied and thank them for their business
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

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4.

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

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5.

You should always offer a sincere apology to upset/angry customers.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

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6.

All customers are basically the same when it comes to behavior.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False: Customers can have different behavior styles, there are four main behavior styles that we will take a closer look at in this course: Aggressive, Assertive, Passive, Passive-Aggressive.

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7.

Customers are your companies most valuable asset.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True: Customers are the most important asset of any business.

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8.

Your fellow employees are customers also.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True: Fellow employees are referred to as internal customers. The difference between internal and external customers will be covered in this course.

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9.

There are times when it is OK to interrupt a customer.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False: It is never OK to interrupt a customer.

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10.

Effective listening is the most important skill when dealing with customers:
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True: To understand your customers needs you must apply active listening. Although there is a difference between passive and active listening, which is covered in this course.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

Current Version
Sep 16, 2014

Quiz Edited by
ProProfs Editorial Team
Sep 16, 2014

Quiz Created by
Annkhan

Customer Services Quiz

Customers are more easily satisfied if their expectations are effectively managed.

When dealing with an abusive customer on the phone, it's important to hang up right away.

After resolving a customer complaint, the customer is impressed with your customer service if you follow up with them to make sure they're satisfied and thank them for their business

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

You should always offer a sincere apology to upset/angry customers.

All customers are basically the same when it comes to behavior.

Customers are your companies most valuable asset.

Your fellow employees are customers also.

There are times when it is OK to interrupt a customer.

Effective listening is the most important skill when dealing with customers: