Review - Customer Service And Negotiation Training

10 Questions | Total Attempts: 35

SettingsSettingsSettings
Please wait...
Customer Service Quizzes & Trivia

Review quiz for the Customer Service and Negotiation Training.


Questions and Answers
  • 1. 
    What is the definition of Negotiation?
    • A. 

      Parties resolve a dispute by holding discussions and coming to an agreement which is mutally agreed upon.

    • B. 

      State of disharmony between incompatiable ideas

    • C. 

      The lowest point someone is willing to go during discussions

    • D. 

      None of the above

  • 2. 
    What is Customer Service?
    • A. 

      The point at which the Best Alternative to a Negotiated Agreement (the BATNA) becomes preferable to starting or continuing a negotiation

    • B. 

      Parties resolve a dispute by holding discussions and coming to an agreement which is mutally agreed upon.

    • C. 

      Process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible

    • D. 

      None of the above

  • 3. 
    What is NOT a step of effective negotiation?
    • A. 

      Plan

    • B. 

      Open

    • C. 

      Explore

    • D. 

      Argue

  • 4. 
    To explore during the 8 Step Negotiation process means to....
    • A. 

      Show that you are ready to reach an agreement

    • B. 

      Do your research

    • C. 

      Let the other side know what you want

    • D. 

      Search for common ground and agreeable outcomes

  • 5. 
    Why are negotiation skills important?
    • A. 

      You'll come to a win-win agreement

    • B. 

      You'll make the client mad

    • C. 

      Client will be more loyal to the company

    • D. 

      Both A and C

  • 6. 
    What is NOT one of the roles of the Negotiation Department?
    • A. 

      Diffuse client escalations

    • B. 

      Pass every call onto a different department

    • C. 

      Save clients

    • D. 

      Match offers from other companies

  • 7. 
    Which is NOT one of the Negotiation Techniques?
    • A. 

      Prepare

    • B. 

      Argue

    • C. 

      Anticipate Compromise

    • D. 

      Pay attention to timing

  • 8. 
    What is one of the things that contributes to good customer service?
    • A. 

      Evaluating options

    • B. 

      Agreeing to a solution

    • C. 

      Compromise

    • D. 

      Tone of voice

  • 9. 
    Which one is NOT a rule for great customer service?
    • A. 

      Know your products

    • B. 

      Treat people with courtesy and respect

    • C. 

      Never argue with a customer

    • D. 

      Sustain

  • 10. 
    Why is the volume of your voice important when on a call?
    • A. 

      The client may think you are yelling at them

    • B. 

      Client may think you are being aggressive

    • C. 

      Client may feel you are being rude if you talk to loud

    • D. 

      All of the above