Customer Services Quiz

Question 1 / 11

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

True

False

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.

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

True

False

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

Explanation

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

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

True

False

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

Explanation

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

4. Customers are your companies most valuable asset.

True

False

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

Explanation

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

5. 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

True

False

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

Explanation

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

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

True

False

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

Explanation

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

7. 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.

True

False

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

Explanation

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

8. Your fellow employees are customers also.

True

False

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

Explanation

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

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

True

False

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.

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.

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

True

False

False: It is never OK to interrupt a customer.

Explanation

False: It is never OK to interrupt a customer.

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