Module 5: Service Skills Quiz
Test your knowledge of Module 5: Service Skills. Good luck!
- 1.What are some ways you can be a good listener to your customer? Check all that apply.
- A.
Make sure to talk over them.
- B.
Paraphrase what they are saying
- C.
Avoid distractions
- D.
Don't focus on tone, accent, etc.
- 2.Your tone of voice is as important as the words you choose.
- A.
True
- B.
False
- 3.What are the steps to successful hold technique? Check all that apply.
- A.
Ask your customer's permission to place them on hold
- B.
Provide your customer with a realistic time frame and a reason for the hold
- C.
Thank your customer for holding when you take them off hold.
- 4.What is jargon? Define it, and give an example.
- 5.ACE stands for:
- A.
Answer, Call, Educate
- B.
Ask Questions, Communicate, Engage
- C.
Always be polite, Communicate, Enunciate
- 6.Which of the following CSRs is presenting BuySeasons in a positive manner?
- A.
Antoine telling the customer not to worry, and that this happens all the time.
- B.
Bob letting the customer know that his computer is extremely slow
- C.
Angela informing the customer that the late delivery is due to UPS's error.
- D.
Sandra apologizing to the customer for the missing item, and helping to resolve the issue.
- 7.What can you say to convey to a customer that you are willing to help them with an issue?
- 8.________ means to identify with the feelings, thoughts and attitudes of another.
- A.
Apathy
- B.
Empathy
- C.
Compassion
- D.
Courtesy
- 9.Even if you do not always know the correct answer to a customer's question, you can always:
- A.
Fake it
- B.
Lie to them
- C.
Make something up
- 10.Which of the following phrases convey enthusiasm? Check all that apply.
- A.
"Your daughter will be adorable in that!"
- B.
"That is one of our most popular items!"
- C.
"I understand."
- D.
"I recommend this adorable theme to all of my customers!"
- 11.Communicating clearly and effectively can be as simple as slowing down and enunciating your words.
- A.
True
- B.
False
- 12.A customer calls in upset and frustrated that her package did not arrive in time. Which of the following phrases best shows empathy?
- A.
"Let me see how we can make this right going forward."
- B.
"Would you like a replacement or a credit?"
- C.
"I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."
- D.
"When is your party?"
- 13.PADDS stands for:
- A.
Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego
- B.
Patience, apologize, do not judge, do not jump to conclusions, show empathy
- C.
Politeness, articulation, determination, do not hang up, self-reliance
- D.
People are dumb dangerous strangers
- 14.Which are the following are courtesy words? Check all that apply.
- A.
Please
- B.
Thank you
- C.
Miss, Mrs., Mr., Sir, Ma'am
- D.
Dude
- E.
May I
- 15.PEP stands for:
- A.
Personal, energetic, polite
- B.
Personal, empathetic, positive
- C.
Proactive, ego-less, pertinent
- D.
Penguins eat perch
- 16.If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.
- A.
True
- B.
False
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