Practice Test On Basic Principles Of Customer care
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This is a Practice Test on the subject of "Basic Principles Of Customer Care," located at
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- 1.
​In "Basic Principles Of Customer Care," what does YOU mean?
- A.
YOU - means you, yourself, the reader of this page, whoever you may be.
- B.
YOU - means somebody else, like in "Not me, but YOU."
- C.
YOU - means everybody else in a group, like in "YOU all."
- D.
YOU - means the people in another group, like "YOU guys over there."
Correct Answer
A. YOU - means you, yourself, the reader of this page, whoever you may be.Explanation
In "Basic Principles Of Customer Care," YOU - means you, yourself, the reader of this page, whoever you may be.Rate this question:
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- 2.
In "Basic Principles Of Customer Care," YOUR COMPANY is . . .
- A.
YOUR COMPANY - is your employer.
- B.
YOUR COMPANY - is a company which you own.
- C.
YOUR COMPANY - is a group of people who are visiting you.
- D.
YOUR COMPANY - is any organization of which you are a part.
Correct Answer
D. YOUR COMPANY - is any organization of which you are a part.Explanation
YOUR COMPANY - is any organization of which you are a part.Rate this question:
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- 3.
In "Basic Principles Of Customer Care, " YOUR CUSTOMER is . . .
- A.
Any person who buys something from you personally
- B.
Any person who buys something from your company
- C.
Any person who visits your company, either online or in person, in order to obtain something from it.
- D.
Any person or organization who might buy something from you or your company
Correct Answer
C. Any person who visits your company, either online or in person, in order to obtain something from it.Explanation
YOUR CUSTOMER - is any person who visits your company, either online or in person, in order to obtain something from it.Rate this question:
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- 4.
In "Basic Principles Of Customer Care," CUSTOMER CARE is . . .
- A.
Very important
- B.
How you treat your customers
- C.
Something you should aways do well
- D.
Not really possible
Correct Answer
B. How you treat your customersExplanation
CUSTOMER CARE - is how you treat your customers.Rate this question:
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- 5.
Please fill in the blank below.TREAT YOUR CUSTOMERS AS YOU _______________________.
Correct Answer
WOULD LIKE TO BE TREATEDExplanation
This is an application of the "The Golden Rule," our most important guideline for dealing with other people, which is, "Treat Others As You Would Like To Be Treated." This is the most important rule in all human relationships, not just customer relationships. You can apply this rule to almost any situation, and you will not be far wrong.Rate this question:
- 6.
Please fill in the blank below LEARN TO _____________ FROM YOUR CUSTOMER'S POINT OF VIEW.
Correct Answer
SEE AND FEELExplanation
You like it when the other person understands your point of view and can see problems the way you see them. So do the same for your customer. Learn to see and feel every situation from your customer's point of view. The ability to do this is called "empathy," and it will help you in all kinds of human relationships, not just customer relationships.
Learn to "laugh when they laugh and cry when they cry."Rate this question:
- 7.
Please fill in the blank below. SMILE AND __________.
Correct Answer
BE FRIENDLYExplanation
You like it when people smile at you and behave in a friendly manner. So do the same to your customers. It is an ancient Chinese proverb, that "the shopkeeper must have a smiling face."Rate this question:
- 8.
Please fill in the blank below.BE COURTEOUS AND ___________.
Correct Answer
RESPECTFULExplanation
You like it when people are courteous and respectful to you. And you dislike it when people are discourteous or rude to you. So be courteous and respectful in all of your dealings with your customers.Rate this question:
- 9.
IF POSSIBLE, LEARN AND REMEMBER YOUR CUSTOMER'S __________, AND USE IT FREQUENTLY.
Correct Answer
NAMEExplanation
IF POSSIBLE, LEARN AND REMEMBER YOUR CUSTOMER'S NAME, AND USE IT FREQUENTLY.Rate this question:
- 10.
Is this statement true or false?This course emphasizes the subject of, "The Proper Attitudes And Behaviors For Best Customer Care."
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Without the right attitudes, Best Customer Care cannot occur. The words, "The Proper Attitudes And Behaviors For Best Customer Care," are shown in large type near the top of the page, before the list of definitions.Rate this question:
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- 11.
Please fill in the blank below.DON'T ______ .
Correct Answer
ARGUEExplanation
Arguments are very negative. They poison good human relationships. You don't like it when someone argues with you. So don't argue with your customers. And if you see an argument coming, take the appropriate steps to avoid it before it causes any damage.Rate this question:
- 12.
Please fill in the blank below.DON'T CRITICIZE OR EXPRESS DISSATISFACTION WITH YOUR ________ IN ANY WAY.
Correct Answer
CUSTOMER, CUSTOMERSExplanation
Criticism builds hostility and bad attitudes. Criticism is poison to good Customer Care. You don't like to be criticized; so don't criticize your customers. They don't like it, either. And you won't help accomplish anything good by criticizing. As your mother probably taught you, "If you can't say something nice, don't say anything at all." But even better: find something nice to say.Rate this question:
- 13.
Please fill in the blank below.GIVE YOUR FULL ATTENTION TO YOUR CUSTOMERS WHEN THEY ARE _______ .
Correct Answer
TALKINGExplanation
You like it when people pay full attention to you when you are talking. So do the same for your customers. Don't be half-trying to do something else, or playing with your smartphone.Rate this question:
- 14.
Please fill in the blank below. WHERE APPROPRIATE, TALK ABOUT YOUR CUSTOMER'S _________ .
Correct Answer
INTERESTSExplanation
You like to have other people talk with you about your interests. So do the same for them. Find out what things your customer is interested in, and steer the conversation toward these things.Rate this question:
- 15.
Please fill in the blank below.LET YOUR CUSTOMER TALK ABOUT _______ .
Correct Answer
HIMSELF, HERSELFExplanation
You like to talk about yourself, don't you? We all like to talk about ourselves! But restrain the urge, and let your customer talk about himself, instead.Rate this question:
- 16.
Please fill in the blank below. WHERE APPROPRIATE, ADMIT YOU MAY BE _____ ,
Correct Answer
WRONGExplanation
This idea is surprisingly powerful and useful!
Here's what to say, whenever there is a question as to a matter of fact: "Now, I may be wrong about this. I frequently am wrong about things. But this is the way it appears to me:" (And then state your beliefs.)
By admitting you may be wrong, and by admitting that you frequently are wrong (You are, you know. We all are.), you encourage the other person to admit that he, too, may be wrong! Then, with your egos out of the way, you can both search objectively for the truth!
And if you really are wrong this time, it will be much less embarrassing for you than if you had been stubbornly insisting that you were totally right!Rate this question:
- 17.
Please fill in the blank below.LET YOUR CUSTOMER DO MOST OF THE _______ .
Correct Answer
TALKINGExplanation
You like it when people let you do most of the talking. So do the same for them. It won't hurt you, and you might learn something.Rate this question:
- 18.
Please fill in the blank below. LET YOUR CUSTOMER SAVE ____ .
Correct Answer
FACEExplanation
The expression "saving face" means to maintain dignity, or not to look like an idiot or a worthless person. Sometimes people do things which make them look like an idiot or a worthless person. If you can rescue your customer in such a situation, and help him maintain his dignity, you have done a very good thing.
And maybe someone will do the same for you some day, when you need it most! "As you do, so shall it be done unto you."Rate this question:
- 19.
Please fill in the blank below. REMEMBER: WHEN YOU ARE WITH A CUSTOMER, YOU ARE THE ______ TO HIM
Correct Answer
COMPANYExplanation
15. REMEMBER: WHEN YOU ARE WITH A CUSTOMER, YOU ARE THE COMPANY TO HIM.
Your customer's opinion of your company may be based almost entirely on his experience with you. So make that a good experience, to the best of your ability.Rate this question:
- 20.
Please fill in the blank below. HOLD YOURSELF TO HIGH AND NOBLE ________, AND EXPECT THE SAME FROM OTHERS IN YOUR COMPANY.
Correct Answer
STANDARDSExplanation
People tend to live up to the expectations others have of them. If you expect a lot from people, they tend to give what you expect. Likewise, if you expect little from people, that is what they tend to give.
So act honestly yourself, and expect honesty from your co-workers; act morally yourself, and expect morality from your co-workers; act fairly yourself, and expect fairness from your co-workers. Be a good example to them.Rate this question:
- 21.
Please fill in the blank below. GO THE EXTRA ____ .
Correct Answer
MILEExplanation
You are pleasantly surprised when other people do more for you than you had asked or more than you had expected. So do the same for your customer: "Go the extra mile," to be pleasant and helpful in all respects.Rate this question:
- 22.
Please fill in the blank below.LET YOUR CUSTOMER TAKE THE ______ WHEN GOOD THINGS HAPPEN.
Correct Answer
creditExplanation
If something has worked out well, don't grab the credit for yourself, even if you think you deserve it. Give it to your customer. Say, "It couldn't have happened without you."Rate this question:
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Current Version
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Mar 22, 2023Quiz Edited by
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Jul 13, 2014Quiz Created by
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