Customer Service Satisfaction Quiz Questions

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| By Rashaad Robinson

Rashaad Robinson

Community Contributor

Quizzes Created: 6 | Total Attempts: 28,890

| Attempts: 1,192

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1/109 Questions

Later in the day at the grocery store a customer comes in and starts yelling about how one of the workers hit their car with a cart in the parking lot. You:
- Tell the customer that you are really sorry and that you will get the manager right away to help them come up with a solution. You go get the manager and they fix the problem.
- Say "Yeah that happens sometimes. I'll get the manager"
- Say "I'm sure its not that bad, what do you want us to do?"
- Say nothing. You just walk away and go get the manager.

About This Quiz

This quiz assesses key aspects of customer service in Robinson Realty, focusing on skills such as active listening, positive language, time management, and understanding customer dissatisfaction. It is designed to enhance customer service quality and employee effectiveness.

Customer Service Satisfaction Quiz Questions - Quiz

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2.

You come into work and see some rubbish near the front door. You should...
- Pick it up, it would create a bad impression to customers.
- Leave it, it's the cleaners job.
- 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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3.

A customer calls and ask an associate to search for an item. The associate knows that the item is not in the store. The BEST approach to serving ths customer is:
- Apologize and end the call
- Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee
- Suggest that the customer check with a competitor
- Suggest that the customer check back in a couple of weeks
Correct Answer

A. Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee

Explanation

The best approach to serving the customer in this situation is to apologize for not having the item in the store and then suggest a similar item. By offering to send the similar item to the customer without a shipping fee, the associate is showing empathy towards the customer's needs and providing a solution to their problem. This approach ensures that the customer feels valued and taken care of, even if the desired item is not available.

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4.

We should make sure to show great tenacity and willingness to do what needs to be done
- True
- False
Correct Answer

A. True

Explanation

Showing great tenacity and willingness to do what needs to be done is important because it demonstrates determination, perseverance, and a proactive attitude towards completing tasks and achieving goals. This attitude is often valued in various contexts, such as work, education, and personal development. It shows a strong work ethic and a commitment to overcoming obstacles and challenges. Therefore, it is true that we should make sure to show great tenacity and willingness to do what needs to be done.

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5.

A short and slender man in his mid-30’s is having difficulty finding clothes in his size. An associate in the Men’s departments wants to meet the needs of the customer without offending him. What should the associate do?
- Tell him that the store does not have anything in his size.
- Send him to young mens department
- Suggest he try a competitor's store that sells similar merchandise.
- Introduce him to an associate in young mens who will be able to help him find his size.
Correct Answer

A. Introduce him to an associate in young mens who will be able to help him find his size.

Explanation

The associate should introduce the customer to an associate in the young mens department who will be able to help him find his size. This option shows empathy towards the customer's needs and offers a solution without directly stating that the store does not have anything in his size. By introducing the customer to someone who can assist him, the associate is being helpful and respectful, avoiding any potential offense.

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6.

When you look professional, you will act professionally.
- True
- 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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7.

Good customer service always involves...
- Giving the customer what they ask for.
- Listening to your customer and showing you care.
- Enforcing the rules.
Correct Answer

A. 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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8.

When customers call to get support resolving queries, the best Customer Service Representative will be...
- The employee who resolves their problem most quickly.
- The most knowledgeable employee.
- The employee who listens and shows they understand the customer's query and cares about resolving it.
Correct Answer

A. 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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9.

To understand customers, you need to get close to them, stay tuned in to them, and think like them.
- True
- 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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10.

When a customer complains you should always...
- Apologise.
- Defend your or the companies actions.
- 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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11.

You are talking to a customer over the phone, they are explaining a complicated query . You should...
- Tell the customer you can't help them, it sounds way too complicated.
- 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.
- Interrupt the customer to offer a solution to their query, they are taking too long!
Correct Answer

A. 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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12.

An effective way to approach a problem is:
- Complain to the supervisor
- Offer a reasonable alternative solution to your customer or supervisor
- Ignore the customer's odd requests
- Listen attentively and then pass it on to the boss
Correct Answer

A. 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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13.

Time Management SkillsDo not waste time trying to solve a problem you do not know how to resolve, the trick here is t0 know when you cannot help a customer and
- Get them to someone who can solve the problem
- Try to help them anyway
- Tell them tough luck
- Blow up canada
Correct Answer

A. Get them to someone who can solve the problem

Explanation

The correct answer is "Get them to someone who can solve the problem." This is because if you do not know how to resolve a problem, it is important to recognize your limitations and not waste time trying to solve it yourself. Instead, you should direct the customer to someone who has the expertise to help them and can provide a solution. This approach ensures efficient time management and ensures that the customer's issue is addressed effectively.

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14.

Your colleague is complaining about the team's Supervisor in front of their customer. Should you...
- Let them carry on, the customer might feel sorry for you and leave a tip.
- Say nothing, you don't like the Team Supervisor either.
- Take them to one side away from the customer and politely ask them to stop.
Correct Answer

A. 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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15.

If you had a customer who had a problem or query, what might you do to help them?
- Ignor them
- Wait for them to ask someone else
- Ask them what the problem is
Correct Answer

A. 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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16.

When listening actively, affirm to show the customer that you:
- Are paying attention.
- Are busy with other matters.
- Have other customers to deal with.
- 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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17.

Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do first?
- Ask one passenger to volunteer to take a later flight
- Ask both passengers to immediately exit the plane
- Let the passengers work through the issue themselves
- Listen to the passengers explain the problem then ask to see their tickets
Correct Answer

A. Listen to the passengers explain the problem then ask to see their tickets

Explanation

The flight attendant should first listen to the passengers explain the problem and then ask to see their tickets. This will allow the flight attendant to gather information about the situation and verify which passenger is assigned to the seat in question. By listening to the passengers and examining their tickets, the flight attendant can determine the correct course of action to resolve the dispute.

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18.

Which of the following is an excellent customer service practice?
- Not taking responsibility for a customer's problem.
- Blaming someone else for a customer's problem, and referring the customer to your supervisor.
- Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
- Following up with a customer to make sure his or her problem was corrected.
Correct Answer

A. 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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19.

A supervisor may criticize an employee in order to:
- Assist that employee in understanding a better or more effective way to do something
- Show an employee who is the boss
- Feel good about themselves
- 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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20.

A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00AM and noon. At 1:00 PM the customer calls to report that the sofa has not been delivered and she must leave the house. How should the Customer Service Associate respond?
- Apologize and arrange to deliver the sofa at the next convenient time for the customer
- Tell the customer that she should have called earlier so that the associate could’ve had enough time to deal with the problem.
- Explain to the customer that deliveries often run behind schedule
- Tell the customer to call the delivery department
Correct Answer

A. Apologize and arrange to deliver the sofa at the next convenient time for the customer

Explanation

The Customer Service Associate should apologize for the delay in delivering the sofa and offer to arrange a new delivery time that is convenient for the customer. This response shows empathy towards the customer's situation and takes responsibility for the delay. It aims to resolve the issue and ensure customer satisfaction by accommodating their needs.

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21.

A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate put the customer on hold, the prescription is located nut, before he can get back to the call, several customers come into the store. They approach and ask for assistance. What should the associate do?
- Get back to the phone after serving the in-store customers
- Ask another associate to talk with the customer on hold.
- Immediately get back to the customer on hold.
- Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.
Correct Answer

A. Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.

Explanation

The associate should acknowledge the in-store customers and call for assistance before getting back to the customer on hold. This is the most appropriate action to take in order to provide good customer service to both the in-store customers and the customer on hold. By acknowledging the in-store customers and calling for assistance, the associate is showing that they are aware of their presence and their needs, and they are taking steps to address them. Once the immediate needs of the in-store customers are attended to, the associate can then prioritize getting back to the customer on hold to provide them with the information they need about their prescription.

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22.

If you where unable to answer the customer's question, query or problem what might you do?
- Tell them to come back later
- Ask a colleague or supervisor
- Tell them you do not know the answer
Correct Answer

A. 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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23.

Customer loyalty is an emotional tie of trust.
- True
- 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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24.

Satisfied customers are usually loyal customers.
- True
- 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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25.

An associate tells a customer to pick up their store assembled bicycle at 3:00PM. The customer arrives at the store at 3:30PM, and the associate is in the middle of helping another family purchase a bicycle. What should the associate do?
- Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
- Tell the customer that he is busy helping another family with bicycles and that he will have to wait.
- Suggest that the customer leave and come back between 6-7PM when the store is less busy.
- Advise the customer to go to the customer service line and wait for assistance.
Correct Answer

A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.

Explanation

The associate should inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom. This ensures that the customer is aware of the situation and that their needs will still be attended to by another associate. It shows good customer service by acknowledging the customer's presence and providing a solution to their problem.

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26.

When working on a team it is important to:
- Take credit for all the parts of the projects that you contributed especially if the project was successful
- Make sure to blame the ones that did not do their part if the project was unsuccessful
- Ensure that you are the leader of the project because that person will get all the praise
- Share responsibility for both the success and challenges that occurred during the project
Correct Answer

A. Share responsibility for both the success and challenges that occurred during the project

Explanation

When working on a team, it is important to share responsibility for both the success and challenges that occurred during the project. This promotes a collaborative and supportive environment where team members are accountable for their actions and decisions. By sharing responsibility, team members can learn from their mistakes, improve their performance, and work together to overcome challenges. It also fosters trust and teamwork, as everyone feels valued and included in the project's outcomes. Taking credit for all parts or blaming others for failures can create a toxic work environment and hinder the team's overall success.

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27.

If you are uncertain how to dress, stay on the conservative side.
- True
- 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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28.

Which of the following phrases shows excellent customer service?
- I can...
- You need to...
- It's company policy.
- 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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29.

You are working at the grocery store as a cashier. As you are finishing up with a customer and bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a BBQ he is going to have. You are almost done with his items, and you see there are people lined up behind him. You:
- Say "That's great, sir. I have customers behind you and I need to start working."
- Say nothing at all. You just ignore him and start to help the next customer.
- Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.
- Stop working and talk to him about his BBQ. You keep talking to him for several minutes.
Correct Answer

A. Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer.

Explanation

The correct answer is to say, "That sounds really fun. I hope everything turns out good for you. Have a great day" while you smile and then start to help the next customer. This response acknowledges the customer's conversation and shows polite interest, while also indicating that you need to continue working. It strikes a balance between being friendly and efficient in serving both the current customer and those waiting in line.

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30.

A customer arrives to pick up a stereo from the repair department. The customer states that the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After twenty minutes, the customer is angry. What should the associate do?
- Refer the customer to a competitor
- Tell the customer you are sorry, the call was a mistake
- Apologize and offer to locate and then deliver the stereo
- Sell the customer a better a new stereo at a reduced price
Correct Answer

A. Apologize and offer to locate and then deliver the stereo

Explanation

The associate should apologize to the customer for the inconvenience and offer to locate and deliver the stereo. This shows empathy towards the customer's frustration and a willingness to resolve the issue. It also demonstrates good customer service by taking responsibility for the mistake and offering a solution. Referring the customer to a competitor or selling a new stereo at a reduced price are not appropriate actions in this situation.

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31.

When listening actively, empathize to show the customer that you:
- Prefer to talk about yourself.
- Care about his or her concerns.
- Consider his or her problems unimportant.
- Have your own problems to deal with.
Correct Answer

A. 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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32.

An external customer ________________________ while an internal customer is/are ____________.
- Are the people who buy your company's products or services; are the people who work within your company.
- Are the people who work within your company; are the department heads of each section.
- Are the people who work within your company; are the customers
- 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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33.

When having a disagreement, I typically:
- Lower my voice to an ominous whisper
- Maintain a normal voice level.
- Raise my voice slightly.
- Raise my voice level markedly
Correct Answer

A. Maintain a normal voice level.

Explanation

The correct answer is to maintain a normal voice level. When having a disagreement, it is important to stay calm and composed. Lowering the voice to an ominous whisper may come across as intimidating or manipulative, while raising the voice slightly or markedly can escalate the situation and make it more difficult to find a resolution. By maintaining a normal voice level, it shows respect for the other person's perspective and encourages open communication and understanding.

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34.

At the tail end of Saturday morning of errands, I leave my husband and daughter in the car while I dash into Chik-Fil-A. The plan was to give my 15-month old Cara her first taste of the chain’s tasty signature chicken sandwich before getting her down for a nap. We would all share in a large box of fries. We arrive home to disappointment: the wrong bag, containing a cheese burger and a small waffle fries. I call Chik-Fil-A to complain. What should the result be?
- I’m put on hold for 10 minutes and hang up in disgust.
- Chik-Fil-A offers to refund my money if I bring back the grilled sandwich and fries. But, the fries were hot and crispy even if there weren’t enough of them
- They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.
- I get through to the drive through, who has no clue what I’m talking about.
Correct Answer

A. They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along with a handwritten note of apology.

Explanation

The correct answer is that Chik-Fil-A apologizes and promises to send coupons in the mail. This is supported by the statement in the passage that they apologize and promise to send coupons in the mail. Additionally, the passage mentions that the coupons arrived in 3 days, along with a handwritten note of apology, which further confirms this as the correct answer.

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35.

Customer satisfaction is a step_____________________ customer service.
- Below
- Around
- Into
- Beyond
Correct Answer

A. 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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36.

An associate notices a customer checking the price tags on various cameras. The store’s currently offering 2.5% off the price of a specific camera. The associate should:
- Inform the customer of the sale and demonstrate the features and benefits of the camera on sale.
- Show the customer a new line of cameras that the store has just received.
- Make eye contact with the customer and wait for questions.
- Recommend a more expensove camera that offers more options than benefits.
Correct Answer

A. Inform the customer of the sale and demonstrate the features and benefits of the camera on sale.

Explanation

The associate should inform the customer of the sale and demonstrate the features and benefits of the camera on sale. This is the correct answer because the customer is checking the price tags on various cameras, indicating an interest in purchasing a camera. By informing the customer of the sale and demonstrating the features and benefits of the camera on sale, the associate is providing valuable information that can help the customer make an informed decision. This approach also aligns with good customer service practices, as it focuses on meeting the customer's needs and providing assistance.

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37.

While returning from a lunch break, an associate is approached by a customer for help. The associate should:
- Tell the customer you are on break and cannot help at the time.
- Escort the customer to a fellow associate for help since you are on break.
- Smile at the customer and continue walking on.
- Ask the customer to come back in five minutes when your break is over.
Correct Answer

A. Escort the customer to a fellow associate for help since you are on break.

Explanation

It is important for the associate to provide assistance to the customer, even if they are on a break. By escorting the customer to a fellow associate for help, the associate ensures that the customer's needs are met and that they receive the assistance they require. This demonstrates good customer service and a willingness to help, even in a situation where the associate is technically on a break.

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38.

When making eye contact with a customer, the first thing you should do is...
- Smile.
- Ask if you can help.
- 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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39.

Communication is a give and take process. As a speaker it is your job to:
- Speak loudly and roughly in order to intimidate people into listening
- Intentionally speak over a person's ability to understand or communicate
- Determine if the listener understands
- Always ensure that you have the first and the last words said
Correct Answer

A. 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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40.

A customer enters the store with a dog. Animals are not allowed in the store. The customer appears to be blind. What should the associate do?
- Wait until the customer ask for help
- Offer to help the customer
- Tell the customer that dogs are not allowed in the store
- Stay out of the customer’s way
Correct Answer

A. Offer to help the customer

Explanation

The associate should offer to help the customer because the customer appears to be blind. By offering assistance, the associate can ensure that the customer is able to navigate the store safely and find what they need. Additionally, it shows empathy and respect towards the customer's needs and situation.

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41.

A cashier notices that the line of customers waiting to check out is quickly growing. A cashier should:
- Ackowledge the customers in the line and call for assistance.
- Continue to ring out each customer as quickly as possible.
- Tell the manager that more help is needed at the register.
- Go get another associate to help.
Correct Answer

A. Ackowledge the customers in the line and call for assistance.

Explanation

In this situation, the cashier should acknowledge the customers in the line and call for assistance. This is the best course of action because it shows that the cashier is aware of the growing line and is taking proactive steps to address the issue. By calling for assistance, the cashier can ensure that the customers are served in a timely manner and prevent further frustration or dissatisfaction. Continuing to ring out each customer as quickly as possible may not be feasible if the line is growing rapidly, and telling the manager or getting another associate to help would be the appropriate next steps to alleviate the situation.

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42.

What might give a customer a positive impression of yourself?
- Uniform and hygiene
- Body language
- Language used
- Telling customers you don't know the answer to their question
Correct Answer(s)

A. Uniform and hygiene
A. Body language
A. 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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43.

A Customer Service Representative in the credit services department takes a call from an angry customer. The customer was charged three times for the same transaction. What should the representative do?
- Immediately transfer the call to the manager
- Put the customer on hold and explain the situation to the manager before transferring the call
- Listen to the customer and tell them to come into the office
- Listen, empathize, and fix the problem
Correct Answer

A. Listen, empathize, and fix the problem

Explanation

The correct answer is to listen, empathize, and fix the problem. This is the most appropriate response for a customer service representative in the credit services department when dealing with an angry customer who has been charged multiple times for the same transaction. By actively listening to the customer's concerns, showing empathy towards their frustration, and taking steps to resolve the issue, the representative can provide a satisfactory resolution and ensure customer satisfaction.

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44.

What is the maximum amout of times that the phone should ring before being answered?
- 1
- 2
- 3
- 4
Correct Answer

A. 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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45.

You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes in and ask for the same order every week. You have seen her for months and she is very friendly to you. The next time you see her, you:
- Look at her in annoyance and say "what do you want?".
- Just look at her, take her order, and walk away.
- Tell her how you remember seeing her in here every week. Ask her how she is and just talk to her for a long time. You kind of spend a while talking to her and disregard other customers.
- Ask her if she would like her usual order. You have a small conversation with her and every time after that.
Correct Answer

A. Ask her if she would like her usual order. You have a small conversation with her and every time after that.

Explanation

The correct answer is to ask her if she would like her usual order and have a small conversation with her. This option shows empathy and respect towards the elderly woman, acknowledging her as a regular customer and taking the time to engage in friendly conversation. It demonstrates good customer service and fosters a positive relationship with the customer.

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46.
An associate has read the following safety information in a product manual:
- Do not use near water
- That it is simple for use by children under the age of ten.
- Do not operate for more than 30 minutes
- Always unplug immediately after use
A customer comes in to buy the product and says the gift is for a grandchild. What should the associate do first?
- Ask the customer the age of the grandchild
- Sell the product to the customer.
- Give the product information to the customer to read.
- Try to interest the customer in the carrying case for the product.
Correct Answer

A. Ask the customer the age of the grandchild

Explanation

The associate should ask the customer the age of the grandchild because the safety information in the product manual states that it is not suitable for children under the age of ten. This information is important to ensure that the product is appropriate and safe for the intended recipient.

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47.

An associate in an electronics store is helping a customer, with a grandchild, in purchasing an answering machine. The customer would like a demonstration of a particular machine. What should the associate do?
- Speak slowly and loudly to make sure they both hear.
- Direct the demonstration to the grandchild.
- Show the customer a less complex unit.
- Give them a hands-on demonstration.
Correct Answer

A. Give them a hands-on demonstration.

Explanation

The associate should give the customer and their grandchild a hands-on demonstration. This allows the customer to see and experience the answering machine firsthand, which can help them make a more informed decision. It also provides an opportunity for the grandchild to learn and explore the features of the machine. This approach is more effective than speaking slowly and loudly, directing the demonstration to the grandchild, or showing a less complex unit, as it actively engages both the customer and the grandchild in the purchasing process.

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48.

A customer is scheduled for a facial at 4:00PM. The customer appears to be intoxicated and is disturbing the other customers in the waiting area. What should the receptionist do?
- Call the police to have the customer removed.
- Allow the customer to go to the treatment room.
- Call a supervisor to handle the situation.
- Ask the customer to reschedule the appointment and return sober.
Correct Answer

A. Ask the customer to reschedule the appointment and return sober.

Explanation

The receptionist should ask the customer to reschedule the appointment and return sober because the customer's intoxicated state is disturbing the other customers in the waiting area. This will ensure a peaceful environment for all customers and maintain the professionalism of the establishment.

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49.

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do first?
- Offer the customer a refund or store credit.
- Test the customer's computer and determine whether there is a problem.
- Give the customer a detailed explanation of how to use the feature.
- Tell the customer that there have problems with this computer model and that there may be a better one available.
Correct Answer

A. Test the customer's computer and determine whether there is a problem.

Explanation

The customer service associate should first test the customer's computer to determine whether there is a problem. This will help verify the customer's claim and allow the associate to assess the situation accurately. By testing the computer, the associate can identify any issues and provide appropriate solutions, such as repairs or replacements, if necessary. Offering a refund or store credit, giving a detailed explanation of how to use the feature, or suggesting a different computer model should come after confirming the problem through testing.

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Mar 21, 2023

Quiz Edited by
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Jul 30, 2014

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