Customer Service Satisfaction Quiz Questions

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| By Rashaad Robinson
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Rashaad Robinson
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Quizzes Created: 6 | Total Attempts: 25,435
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Customer Service Satisfaction Quiz Questions - Quiz

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Questions and Answers
  • 1. 

    What are the key reasons for customer dissatisfaction?

    • A.

      Employees who don't listen to what the customer is saying.

    • B.

      Employees who ignore customers completely.

    • C.

      Employees who don't follow up or follow through.

    • D.

      Employees who ask too many questions.

    Correct Answer(s)
    A. Employees who don't listen to what the customer is saying.
    B. Employees who ignore customers completely.
    C. Employees who don't follow up or follow through.
    Explanation
    The key reasons for customer dissatisfaction are employees who don't listen to what the customer is saying, employees who ignore customers completely, and employees who don't follow up or follow through. These behaviors show a lack of attentiveness and responsiveness towards the customers' needs and concerns, leading to frustration and dissatisfaction. By not listening, ignoring, or failing to follow up, employees fail to provide the necessary support and assistance, negatively impacting the customer experience.

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  • 2. 

    To understand customers, you need to get close to them, stay tuned in to them, and think like them.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement suggests that in order to understand customers, one needs to establish a close relationship with them, stay updated on their needs and preferences, and adopt their perspective. This implies that understanding customers requires empathy and active engagement rather than a passive approach. Therefore, the answer "True" aligns with the idea that getting close to customers, staying tuned in to them, and thinking like them are essential for understanding their needs and preferences.

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  • 3. 

    Giving great customer service is a matter of doing

    Correct Answer
    what your customers want.
    Explanation
    The explanation for the given correct answer is that providing great customer service involves understanding and fulfilling the needs and desires of your customers. By identifying and addressing their specific wants, preferences, and expectations, businesses can deliver a positive and satisfactory customer experience. This can include factors such as personalized assistance, prompt responses, effective problem-solving, and overall attentiveness to customer feedback and requests. Ultimately, meeting customer expectations and delivering what they want is crucial for ensuring their satisfaction and building long-term relationships.

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  • 4. 

    When a customer enters a busines the employees should do which of the following?  Check all the apply.

    • A.

      Greet the customer, and give your name.

    • B.

      Make eye contact and smile to show your positive attitude.

    • C.

      Ask the customer to wait so that you may finish a conversation with a co-worker.

    Correct Answer(s)
    A. Greet the customer, and give your name.
    B. Make eye contact and smile to show your positive attitude.
    Explanation
    When a customer enters a business, it is important for the employees to greet the customer and give their name. This helps to create a friendly and welcoming atmosphere. Additionally, making eye contact and smiling shows a positive attitude towards the customer, making them feel valued and appreciated. Asking the customer to wait so that a conversation with a co-worker can be finished is not recommended, as it may make the customer feel ignored or unimportant.

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  • 5. 

    As an employee in customer service, how would you learn your business? Check all that apply.

    • A.

      Learn about your entire company operation.

    • B.

      Learn only those products and services that are related to your job.

    • C.

      Learn about the offerings of your competitors.

    Correct Answer(s)
    A. Learn about your entire company operation.
    C. Learn about the offerings of your competitors.
    Explanation
    As an employee in customer service, it is important to have a comprehensive understanding of your entire company operation. This knowledge allows you to better assist customers by being aware of the various departments, processes, and policies within your organization. Additionally, learning about the offerings of your competitors can provide valuable insights into the market and help you identify ways to improve your own products and services. By checking both options, you are demonstrating a proactive approach to learning and staying informed within your role in customer service.

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  • 6. 

    If you are uncertain how to dress, stay on the conservative side.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement suggests that when unsure about how to dress, it is better to choose a conservative outfit. This implies that conservative dressing is generally considered appropriate and acceptable in most situations. By opting for a conservative dress code, one can avoid potential social or professional misjudgments that may arise from dressing in a more casual or unconventional manner. Therefore, the answer "True" aligns with the recommendation to err on the side of conservatism when unsure about appropriate attire.

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  • 7. 

    When you look professional, you will act professionally.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Looking professional often leads to acting professionally because our outward appearance and presentation can influence our mindset and behavior. When we dress and present ourselves in a professional manner, we tend to feel more confident and competent, which can translate into behaving in a professional manner. Additionally, when we are perceived as professional by others, we are more likely to be treated with respect and taken seriously, further reinforcing professional behavior. Therefore, there is a strong correlation between looking professional and acting professionally.

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  • 8. 

    Selling yourself means bragging on your accomplishments and your abilities.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Selling yourself refers to promoting or highlighting your achievements and skills in a confident and persuasive manner. It involves showcasing your strengths and capabilities to impress others and gain their trust or approval. Therefore, the statement "Selling yourself means bragging on your accomplishments and your abilities" is true, as it accurately describes the concept of selling oneself.

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  • 9. 

    There are times when it is in the best interest of the customer not to be honest.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    In certain situations, being completely honest with a customer may not be beneficial. For example, if a customer asks for an opinion on their appearance and the truth may hurt their feelings, it may be better to provide a more positive response. Additionally, in some cases, withholding certain information may be necessary to protect the customer's well-being or prevent unnecessary panic or worry. Therefore, there are instances where it is in the customer's best interest not to be completely honest.

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  • 10. 

    What are some examples of objective measurements or concrete results?  Check all that apply.

    • A.

      Sales figures

    • B.

      Attendance

    • C.

      Peer feedback

    Correct Answer(s)
    A. Sales figures
    B. Attendance
    C. Peer feedback
    Explanation
    Sales figures, attendance, and peer feedback are all examples of objective measurements or concrete results. Sales figures provide a quantitative measure of the amount of products or services sold, attendance is a measurable indicator of the number of people present at an event or activity, and peer feedback can provide specific and tangible feedback on performance or behavior. These examples can be objectively measured or observed, making them concrete results that can be used as evidence or indicators of progress or success.

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  • 11. 

    If you had a customer who had a problem or query, what might you do to help them?

    • A.

      Ignor them

    • B.

      Wait for them to ask someone else

    • C.

      Ask them what the problem is

    Correct Answer
    C. Ask them what the problem is
    Explanation
    Asking the customer what the problem is would be the most appropriate and helpful response in this situation. By directly engaging with the customer and asking for more information about their issue or query, it demonstrates a willingness to assist and find a solution. This approach allows for effective communication and understanding of the customer's needs, enabling the customer service representative to provide the necessary support and resolve the problem efficiently.

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  • 12. 

    If you where unable to answer the customer's question, query or problem what might you do?

    • A.

      Tell them to come back later

    • B.

      Ask a colleague or supervisor

    • C.

      Tell them you do not know the answer

    Correct Answer
    B. Ask a colleague or supervisor
    Explanation
    If you are unable to answer the customer's question or problem, asking a colleague or supervisor is a good course of action. This shows that you are proactive in finding a solution and are willing to seek help when needed. It also ensures that the customer's query or problem is addressed by someone who may have more knowledge or experience in that area.

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  • 13. 

    What might give a customer a positive impression of yourself?

    • A.

      Uniform and hygiene

    • B.

      Body language

    • C.

      Language used

    • D.

      Telling customers you don't know the answer to their question

    Correct Answer(s)
    A. Uniform and hygiene
    B. Body language
    C. Language used
    Explanation
    Uniform and hygiene, body language, and language used can give a customer a positive impression of oneself. A neat and clean uniform and good personal hygiene demonstrate professionalism and attention to detail. Positive body language, such as maintaining eye contact, smiling, and using open and welcoming gestures, can make customers feel valued and comfortable. The language used, including using polite and respectful words, active listening, and clear communication, can enhance the customer's experience and create a positive impression. Telling customers that you don't know the answer to their question may not necessarily give a positive impression, as it can be perceived as a lack of knowledge or expertise.

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  • 14. 

    What might give a customer a negative impression of you or the company?

    • A.

      Rude

    • B.

      Ignor the customer

    • C.

      Scruffy appearance

    • D.

      Chat to colleagues all the time

    • E.

      Asking questions all the time

    Correct Answer(s)
    A. Rude
    B. Ignor the customer
    C. Scruffy appearance
    Explanation
    The given answer includes several factors that can contribute to a negative impression of a company or its representatives. Being rude towards customers can make them feel disrespected and unvalued, leading to a negative perception of the company. Ignoring the customer can also make them feel unimportant and neglected. A scruffy appearance can give the impression of unprofessionalism and lack of attention to detail. Lastly, constantly chatting with colleagues instead of focusing on the customer can make them feel ignored and unattended. Asking too many questions can also be perceived as a lack of knowledge or competence.

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  • 15. 

    What sort of questions might you be able to ask customers?

    • A.

      May I help you?

    • B.

      What are you looking for today?

    • C.

      Did you find everything your were looking for today?

    • D.

      What's wrong?

    • E.

      Are you crazy?

    Correct Answer(s)
    A. May I help you?
    B. What are you looking for today?
    C. Did you find everything your were looking for today?
    Explanation
    The correct answer is May I help you?, What are you looking for today?, Did you find everything you were looking for today? These questions are appropriate and customer-friendly. They show a willingness to assist the customer and gather information about their needs and satisfaction. Asking "Are you crazy?" or "What's wrong?" would be inappropriate and unprofessional.

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  • 16. 

    Good customer service always involves...

    • A.

      Giving the customer what they ask for.

    • B.

      Listening to your customer and showing you care.

    • C.

      Enforcing the rules.

    Correct Answer
    B. Listening to your customer and showing you care.
    Explanation
    You can't always give a customer what they ask for. You can always listen and show that you care about their views and experience of your service.

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  • 17. 

    Face to Face, what per cent of communication  is the words used?

    • A.

      7%

    • B.

      5%

    • C.

      25%

    Correct Answer
    A. 7%
    Explanation
    The words you use only make up a small part of the meaning you convey when you talk. Body language delivers a much stronger message.

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  • 18. 

    You are talking to a customer over the phone, they are explaining a complicated query . You should...

    • A.

      Tell the customer you can't help them, it sounds way too complicated.

    • B.

      Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.

    • C.

      Interrupt the customer to offer a solution to their query, they are taking too long!

    Correct Answer
    B. Before offering a solution, repeat back to the customer what they have said to make sure the customer knows you have understood. Then even if you can't help, they will know you took the time to listen to them.
    Explanation
    By passively listening and allowing someone to talk, then repeating back what they have said - you show the customer you were listening and most importantly have understood what they have said.

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  • 19. 

    If you only ever answer the telephone after 6 or 7 rings, what message will this send to your customer?  

    • A.

      You value their custom.

    • B.

      You are too busy to help them.

    • C.

      Your company has lots of business, so you must be giving good customer service.

    Correct Answer
    B. You are too busy to help them.
    Explanation
    Customers will think you are too busy to help them and may go elsewhere.

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  • 20. 

    When customers call to get support resolving queries, the best Customer Service Representative will be... 

    • A.

      The employee who resolves their problem most quickly.

    • B.

      The most knowledgeable employee.

    • C.

      The employee who listens and shows they understand the customer's query and cares about resolving it.

    Correct Answer
    C. The employee who listens and shows they understand the customer's query and cares about resolving it.
    Explanation
    Customers appreciate someone who listens and shows they understand, more than someone who solves the problem quickly but shows no empathy.

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  • 21. 

    When making eye contact with a customer, the first thing you should do is...

    • A.

      Smile.

    • B.

      Ask if you can help.

    • C.

      Say hello.

    Correct Answer
    A. Smile.
    Explanation
    Smile.... making eye contact without a smile can look aggressive and chase customers away.

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  • 22. 

    A difficult customer is... 

    • A.

      Always right.

    • B.

      Never happy.

    • C.

      Always the customer.

    Correct Answer
    C. Always the customer.
    Explanation
    Even if a customer is rude or seems unhappy no matter what you do, they are still the customer! As such you should treat them politely and do your best to give them as good a service as you would anyone else.

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  • 23. 

    When a customer complains you should always... 

    • A.

      Apologise.

    • B.

      Defend your or the companies actions.

    • C.

      Tell the customer it wasn't your fault.

    Correct Answer
    A. Apologise.
    Explanation
    Even if it wasn't your or the companies fault, an apology is always polite and goes a long way to making a customer feel you care.

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  • 24. 

    You come into work and see some rubbish near the front door. You should...

    • A.

      Pick it up, it would create a bad impression to customers.

    • B.

      Leave it, it's the cleaners job.

    • C.

      It's outside, it doesn't matter.

    Correct Answer
    A. Pick it up, it would create a bad impression to customers.
    Explanation
    It is important to pick up the rubbish near the front door because it would create a bad impression to customers. Maintaining a clean and tidy environment is crucial for providing a positive experience to customers and showing professionalism in the workplace. Leaving it for the cleaners may result in a negative impression and reflect poorly on the business. Additionally, taking responsibility for keeping the workplace clean demonstrates good work ethic and a sense of ownership.

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  • 25. 

    Your colleague is complaining about the team's Supervisor in front of their customer. Should you...  

    • A.

      Let them carry on, the customer might feel sorry for you and leave a tip.

    • B.

      Say nothing, you don't like the Team Supervisor either.

    • C.

      Take them to one side away from the customer and politely ask them to stop.

    Correct Answer
    C. Take them to one side away from the customer and politely ask them to stop.
    Explanation
    This creates a bad impression in front of customers and could get your colleague in trouble if the customer comes back and complains.

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  • 26. 

    A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?

    • A.

      You need to call back next week. We will have your results then.

    • B.

      The lab hasn't sent us your results. We'll call you when they come in.

    • C.

      I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

    • D.

      We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.

    Correct Answer
    C. I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
    Explanation
    The correct answer shows excellent customer service because it acknowledges the patient's frustration, expresses empathy, and seeks clarification about the timeline of the blood test. This response shows understanding and a willingness to assist the patient in resolving the issue.

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  • 27. 

    Customer loyalty is an emotional tie of trust.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Customer loyalty is indeed an emotional tie of trust. When customers feel a sense of trust and emotional connection towards a brand or company, they are more likely to continue purchasing from them and remain loyal. This emotional tie is built through positive experiences, consistent quality, and effective communication, which all contribute to the establishment of trust. Therefore, the statement "Customer loyalty is an emotional tie of trust" is true.

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  • 28. 

    Satisfied customers are usually loyal customers.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Satisfied customers are more likely to become loyal customers because when customers are satisfied with a product or service, they are more likely to continue using it and recommend it to others. Satisfied customers feel that their needs and expectations are being met, which builds trust and a positive relationship with the brand. This loyalty can lead to repeat purchases, increased customer lifetime value, and positive word-of-mouth, ultimately benefiting the business. Therefore, it can be inferred that satisfied customers are usually loyal customers.

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  • 29. 

    Which of the following phrases shows excellent customer service?

    • A.

      I can...

    • B.

      You need to...

    • C.

      It's company policy.

    • D.

      That's just the way it's done.

    Correct Answer
    A. I can...
    Explanation
    The phrase "I can..." shows excellent customer service because it implies a willingness and ability to help the customer with their needs or requests. It demonstrates a proactive and helpful attitude, indicating that the person is ready to assist the customer in finding a solution or resolving any issues they may have. This phrase promotes a customer-centric approach and a positive customer experience.

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  • 30. 

    When listening actively, empathize to show the customer that you:

    • A.

      Prefer to talk about yourself.

    • B.

      Care about his or her concerns.

    • C.

      Consider his or her problems unimportant.

    • D.

      Have your own problems to deal with.

    Correct Answer
    B. Care about his or her concerns.
    Explanation
    When listening actively, empathizing with the customer's concerns shows that you care about them. This means that you are genuinely interested in understanding their perspective and are willing to provide support or assistance. By doing so, you create a positive and trusting relationship with the customer, which can lead to better communication and problem-solving.

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  • 31. 

    Which of the following statements is true?

    • A.

      Keeping loyal customers is less expensive than finding new customers.

    • B.

      Keeping loyal customers is more expensive than finding new customers.

    • C.

      Keeping loyal customers and finding new customers are equally expensive.

    Correct Answer
    A. Keeping loyal customers is less expensive than finding new customers.
    Explanation
    Keeping loyal customers is less expensive than finding new customers because acquiring new customers often requires significant marketing and advertising expenses. This includes costs associated with lead generation, targeted advertising campaigns, and promotional activities. On the other hand, maintaining and nurturing relationships with existing customers typically involves lower costs, such as providing excellent customer service, offering loyalty programs, and personalized marketing efforts. Additionally, loyal customers tend to make repeat purchases and provide positive word-of-mouth referrals, further reducing the need for expensive acquisition strategies.

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  • 32. 

    When listening actively, affirm to show the customer that you:

    • A.

      Are paying attention.

    • B.

      Are busy with other matters.

    • C.

      Have other customers to deal with.

    • D.

      Are not responsible for his or her problems.

    Correct Answer
    A. Are paying attention.
    Explanation
    When listening actively, affirming to show the customer that you are paying attention is important. This helps to build rapport and trust with the customer, as it demonstrates that you are fully engaged in the conversation and genuinely interested in understanding their needs. By affirming, such as through nodding or using verbal cues like "yes" or "I see," you are indicating that you are actively listening and focused on their concerns. This can help the customer feel valued and understood, leading to better communication and problem-solving.

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  • 33. 

    Which of the following is an excellent customer service practice?

    • A.

      Not taking responsibility for a customer's problem.

    • B.

      Blaming someone else for a customer's problem, and referring the customer to your supervisor.

    • C.

      Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

    • D.

      Following up with a customer to make sure his or her problem was corrected.

    Correct Answer
    D. Following up with a customer to make sure his or her problem was corrected.
    Explanation
    Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows a commitment to resolving the issue and ensuring customer satisfaction. It demonstrates that the company values its customers and takes their concerns seriously. By following up, the company can also identify any further needs or concerns the customer may have, allowing for continued support and a positive customer experience.

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  • 34. 

    A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:

    • A.

      Satisfied with the customer service at your facility.

    • B.

      Delighted with the customer service at your facility.

    • C.

      Dissatisfied with the customer service at your facility.

    Correct Answer
    A. Satisfied with the customer service at your facility.
    Explanation
    The customer's decision to continue seeking services at your facility for a while suggests that she was satisfied with the customer service provided. However, when a new facility opened up closer to her home, she switched to that facility, indicating that convenience played a significant role in her decision. This implies that her satisfaction with the customer service at your facility was not the primary factor in her decision to switch.

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  • 35. 

    What is the maximum amout of times that the phone should ring before being answered?

    • A.

      1

    • B.

      2

    • C.

      3

    • D.

      4

    Correct Answer
    C. 3
    Explanation
    The maximum amount of times that the phone should ring before being answered is 3. This means that the caller should wait for the phone to ring three times before someone answers the call.

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  • 36. 

    Red rules are

    • A.

      Rules that are designed to make things run smoothly

    • B.

      Rules that cover personality traits

    • C.

      Rules that are established based on previous situations

    • D.

      Rules that cannot be broken

    Correct Answer
    D. Rules that cannot be broken
    Explanation
    The given answer, "Rules that cannot be broken," accurately describes red rules. Red rules are strict guidelines or regulations that must be followed without any exceptions. These rules are non-negotiable and cannot be violated under any circumstances. They are typically put in place to ensure order, safety, or compliance with certain standards. Red rules are rigid and inflexible, and breaking them often results in severe consequences.

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  • 37. 

    Customer satisfaction is a step_____________________ customer service.

    • A.

      Below

    • B.

      Around

    • C.

      Into

    • D.

      Beyond

    Correct Answer
    D. Beyond
    Explanation
    Customer satisfaction is a step that goes beyond customer service. This means that customer service is just one component of achieving customer satisfaction, but there are additional steps or actions that need to be taken to truly exceed customer expectations and ensure their overall satisfaction.

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  • 38. 

    Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________

    • A.

      The degree of caring that you show customers

    • B.

      Your ability to provide service that is dependable and accurate

    • C.

      The physical representations of your company including the facility, equipment and your appearance

    • D.

      The respect, competence and confidence you show to the customer

    Correct Answer
    C. The physical representations of your company including the facility, equipment and your appearance
    Explanation
    Tangibles refers to the physical representations of a company, including its facility, equipment, and appearance. This factor is important because it influences the customer's perception of the company's professionalism, reliability, and overall quality of service. The physical aspects of a business can create a lasting impression on customers and can greatly impact their evaluation or rating of the service provided.

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  • 39. 

    An external customer ________________________ while an internal customer is/are ____________.

    • A.

      Are the people who buy your company's products or services; are the people who work within your company.

    • B.

      Are the people who work within your company; are the department heads of each section.

    • C.

      Are the people who work within your company; are the customers

    • D.

      Are the people who buy your company's products or services; are the customers

    Correct Answer
    A. Are the people who buy your company's products or services; are the people who work within your company.
    Explanation
    An external customer refers to individuals or organizations that purchase a company's products or services. On the other hand, an internal customer refers to the people who work within the company, such as employees from different departments or teams. This answer correctly identifies the distinction between external and internal customers based on their relationship with the company.

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  • 40. 

    When dealing with a difficult customer it is important to remember_________________.

    • A.

      To not take it personally

    • B.

      To use positive self-talk

    • C.

      Both a and b above

    • D.

      None of the above

    Correct Answer
    C. Both a and b above
    Explanation
    When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that the customer's behavior should not be seen as a personal attack, but rather as a result of their own frustrations or issues. By using positive self-talk, one can maintain a calm and professional demeanor, which can help in effectively resolving the customer's concerns.

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  • 41. 

    Customers are not always right, but they are always____________________________.

    Correct Answer
    Customers, customers, customer, Customer
  • 42. 

    It is important to make eye contact with a customer because?

    • A.

      Eye contact is natural

    • B.

      Eye contact is not important

    • C.

      Eye contact reassures customers that your attention is focused on them

    • D.

      Eye contact is common courtesy and it shows your willingness to serve

    Correct Answer
    C. Eye contact reassures customers that your attention is focused on them
    Explanation
    Making eye contact with a customer is important because it reassures them that your attention is focused on them. By maintaining eye contact, you are showing the customer that you are actively listening and engaged in the conversation. This can help build trust and rapport with the customer, making them feel valued and understood. Additionally, eye contact is considered common courtesy and demonstrates your willingness to serve the customer.

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  • 43. 

    What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?

    • A.

      We value your business

    • B.

      We are to busy to handle your business

    • C.

      As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D.

      None of the above

    Correct Answer
    B. We are to busy to handle your business
    Explanation
    If a customer consistently receives the phone call on the 5th or 6th ring, it implies that the business is too busy to handle their call immediately. This can give the message that the business may be understaffed or overwhelmed with other customers' demands. It indicates that the business may not prioritize prompt customer service and may not have enough resources to handle customer inquiries efficiently.

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  • 44. 

    The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The explanation for the given answer (False) is that the "moment of truth" is not a one-time occurrence for each customer. It refers to multiple interactions and touchpoints that a customer has with a company throughout their customer journey. Each interaction contributes to shaping the customer's perception of the company, and these moments of truth can happen at various stages, such as pre-purchase, purchase, or post-purchase. Therefore, it is not a one-time occurrence, but rather an ongoing process of customer-company interaction.

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  • 45. 

    Closed questions are used to _____________________

    • A.

      Get specific information from the customer

    • B.

      Draw the customer into a conversation

    • C.

      Begin with words like "what", "how" and "why"

    • D.

      Are used whey you need a lengthy explanation from a customer

    Correct Answer
    A. Get specific information from the customer
    Explanation
    Closed questions are used to get specific information from the customer. These types of questions typically require a short and concise response, often limited to a "yes" or "no" answer or a specific piece of information. Closed questions are effective in narrowing down the focus of the conversation and obtaining specific details or facts from the customer.

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  • 46. 

    In face-to-face communications, _______ per cent of the communication is the words used while in telephone communications ________ per cent of the communication is the words used.

    • A.

      38, 18

    • B.

      7, 18

    • C.

      18, 55

    • D.

      82, 18

    Correct Answer
    B. 7, 18
    Explanation
    In face-to-face communications, only 7% of the communication is conveyed through the words used, while in telephone communications, 18% of the communication is conveyed through the words used. This suggests that nonverbal cues such as body language, facial expressions, and tone of voice play a much larger role in face-to-face interactions compared to telephone conversations.

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  • 47. 

    In face-to-face communications, ________ per cent of the communication you have with a customer is body language.

    • A.

      82

    • B.

      38

    • C.

      18

    • D.

      55

    Correct Answer
    D. 55
    Explanation
    Body language plays a significant role in face-to-face communications, as it includes nonverbal cues such as facial expressions, gestures, and posture. These nonverbal signals can often convey emotions, attitudes, and intentions more effectively than words alone. Therefore, it is reasonable to assume that a significant portion of communication, around 55%, is conveyed through body language.

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  • 48. 

    An effective way to approach a problem is:

    • A.

      Complain to the supervisor

    • B.

      Offer a reasonable alternative solution to your customer or supervisor

    • C.

      Ignore the customer's odd requests

    • D.

      Listen attentively and then pass it on to the boss

    Correct Answer
    B. Offer a reasonable alternative solution to your customer or supervisor
    Explanation
    Offering a reasonable alternative solution to your customer or supervisor is an effective way to approach a problem because it shows problem-solving skills and a willingness to find a solution. By providing an alternative, you demonstrate that you have considered the issue and are actively working towards resolving it. This approach promotes effective communication and collaboration, as it allows for open discussion and the possibility of finding a mutually beneficial solution. It also shows a proactive attitude and a commitment to customer satisfaction or meeting the needs of your supervisor.

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  • 49. 

    Communication is a give and take process. As a speaker it is your job to:

    • A.

      Speak loudly and roughly in order to intimidate people into listening

    • B.

      Intentionally speak over a person's ability to understand or communicate

    • C.

      Determine if the listener understands

    • D.

      Always ensure that you have the first and the last words said

    Correct Answer
    C. Determine if the listener understands
    Explanation
    In the process of communication, it is important for the speaker to determine if the listener understands. This involves assessing whether the message has been effectively conveyed and comprehended by the listener. By checking for understanding, the speaker can ensure that their message has been received and interpreted correctly, allowing for effective communication to take place.

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  • 50. 

    A supervisor may criticize an employee in order to:

    • A.

      Assist that employee in understanding a better or more effective way to do something

    • B.

      Show an employee who is the boss

    • C.

      Feel good about themselves

    • D.

      Ensure the employee knows exactly who the persons are in their chain-of-command

    Correct Answer
    A. Assist that employee in understanding a better or more effective way to do something
    Explanation
    A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. By providing constructive feedback and pointing out areas for improvement, the supervisor aims to help the employee grow and develop their skills. This feedback can lead to increased productivity and overall success for both the employee and the organization.

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Quiz Review Timeline +

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

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 30, 2014
    Quiz Created by
    Rashaad Robinson
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