Customer Service Satisfaction Quiz Questions

82 Questions | Total Attempts: 648

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Customer Service Satisfaction Quiz Questions

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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.

  • 2. 
    To understand customers, you need to get close to them, stay tuned in to them, and think like them.
    • A. 

      True

    • B. 

      False

  • 3. 
    Giving great customer service is a matter of doing
  • 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.

  • 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.

  • 6. 
    If you are uncertain how to dress, stay on the conservative side.
    • A. 

      True

    • B. 

      False

  • 7. 
    When you look professional, you will act professionally.
    • A. 

      True

    • B. 

      False

  • 8. 
    Selling yourself means bragging on your accomplishments and your abilities.
    • A. 

      True

    • B. 

      False

  • 9. 
    There are times when it is in the best interest of the customer not to be honest.
    • A. 

      True

    • B. 

      False

  • 10. 
    What are some examples of objective measurements or concrete results?  Check all that apply.
    • A. 

      Sales figures

    • B. 

      Attendance

    • C. 

      Peer feedback

  • 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

  • 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

  • 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

  • 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

  • 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?

  • 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.

  • 17. 
    Face to Face, what per cent of communication  is the words used?
    • A. 

      7%

    • B. 

      5%

    • C. 

      25%

  • 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!

  • 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.

  • 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.

  • 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.

  • 22. 
    A difficult customer is... 
    • A. 

      Always right.

    • B. 

      Never happy.

    • C. 

      Always the customer.

  • 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.

  • 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.

  • 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.

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