Module 5: Service Skills Quiz

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  • 1/16 Questions

    Which of the following CSRs is presenting BuySeasons in a positive manner?

    • Antoine telling the customer not to worry, and that this happens all the time.
    • Bob letting the customer know that his computer is extremely slow
    • Angela informing the customer that the late delivery is due to UPS's error.
    • Sandra apologizing to the customer for the missing item, and helping to resolve the issue.
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Module 5: Service Skills Quiz - Quiz
About This Quiz

Module 5: Service Skills Quiz assesses key customer service competencies. It covers effective listening, communication nuances, hold techniques, understanding of jargon, and engagement strategies. This quiz is essential for enhancing service skills in a customer support environment.

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  • 2. 

    Your tone of voice is as important as the words you choose.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The tone of voice plays a crucial role in communication as it conveys emotions, attitudes, and intentions. It can greatly impact how a message is received and understood by the listener. Even if the words chosen are appropriate, if the tone of voice is harsh or disrespectful, it can lead to misunderstandings or conflicts. Conversely, using a pleasant and respectful tone can enhance understanding, build rapport, and foster positive relationships. Therefore, it is important to recognize the significance of tone of voice and its impact on effective communication.

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  • 3. 

    Communicating clearly and effectively can be as simple as slowing down and enunciating your words.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Slowing down and enunciating your words can indeed help in communicating clearly and effectively. When we speak too quickly or mumble, it can make it difficult for others to understand us. By consciously slowing down and pronouncing each word clearly, we can ensure that our message is received accurately. This can be particularly important in professional settings or when giving presentations, where clear communication is crucial. Therefore, the statement "Communicating clearly and effectively can be as simple as slowing down and enunciating your words" is true.

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  • 4. 

    A customer calls in upset and frustrated that her package did not arrive in time. Which of the following phrases best shows empathy?

    • "Let me see how we can make this right going forward."

    • "Would you like a replacement or a credit?"

    • "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."

    • "When is your party?"

    Correct Answer
    A. "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."
    Explanation
    The phrase "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" best shows empathy because it acknowledges the customer's frustration and expresses understanding. It also demonstrates a willingness to help and find a solution by suggesting to explore different options.

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  • 5. 

    ________ means to identify with the feelings, thoughts and attitudes of another.

    • Apathy

    • Empathy

    • Compassion

    • Courtesy

    Correct Answer
    A. Empathy
    Explanation
    Empathy refers to the ability to understand and share the feelings, thoughts, and attitudes of another person. It involves putting oneself in someone else's shoes and experiencing their emotions and perspectives. Empathy allows individuals to connect with others on a deeper level, showing understanding and support. It is different from apathy, which is a lack of interest or concern, compassion, which is a feeling of deep sympathy and sorrow for someone's suffering, and courtesy, which is polite behavior and respect towards others.

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  • 6. 

    PEP stands for:

    • Personal, energetic, polite

    • Personal, empathetic, positive

    • Proactive, ego-less, pertinent

    • Penguins eat perch

    Correct Answer
    A. Personal, empathetic, positive
    Explanation
    The acronym PEP stands for Personal, empathetic, positive. This means that PEP represents qualities or characteristics that are related to an individual's personal nature, ability to understand and share the feelings of others, and maintaining a positive attitude. This acronym is often used in contexts where interpersonal skills and a positive mindset are valued, such as customer service or leadership roles.

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  • 7. 

    If you do not have a naturally enthusiastic tone, there is nothing you can do to get around that.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This statement is not entirely true. While having a naturally enthusiastic tone may be beneficial, it is not the only factor that determines one's ability to get around it. People can work on developing their communication skills, practicing active listening, and using body language to convey enthusiasm even if they don't have a naturally enthusiastic tone. Therefore, the given statement is false.

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  • 8. 

    Even if you do not always know the correct answer to a customer's question, you can always:

    • Fake it

    • Lie to them

    • Make something up

    Correct Answer
    A. Fake it
    Explanation
    In customer service, it is important to maintain professionalism and honesty. Even if you do not know the answer to a customer's question, it is not appropriate to fake it, lie to them, or make something up. Instead, it is better to admit that you are unsure and offer to find the information or direct them to someone who can help them. Being transparent and trustworthy builds credibility and fosters a positive customer experience.

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  • 9. 

    PADDS stands for:

    • Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego

    • Patience, apologize, do not judge, do not jump to conclusions, show empathy

    • Politeness, articulation, determination, do not hang up, self-reliance

    • People are dumb dangerous strangers

    Correct Answer
    A. Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego
    Explanation
    The correct answer is "Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego." This acronym, PADDS, is a mnemonic device that helps individuals remember a set of guidelines or principles to follow. In this case, the acronym provides a reminder of how to effectively communicate and engage with others. By practicing active listening, avoiding distractions, refraining from interrupting, not focusing on tone, and setting aside one's ego, individuals can foster better communication and understanding in their interactions.

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  • 10. 

    What are the steps to successful hold technique? Check all that apply.

    • Ask your customer's permission to place them on hold

    • Provide your customer with a realistic time frame and a reason for the hold

    • Thank your customer for holding when you take them off hold.

    Correct Answer(s)
    A. Ask your customer's permission to place them on hold
    A. Provide your customer with a realistic time frame and a reason for the hold
    A. Thank your customer for holding when you take them off hold.
    Explanation
    The steps to successful hold technique include asking the customer's permission to place them on hold, providing a realistic time frame and a reason for the hold, and thanking the customer for holding when you take them off hold. These steps ensure that the customer feels respected and informed throughout the hold process.

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  • 11. 

    ACE stands for:

    • Answer, Call, Educate

    • Ask Questions, Communicate, Engage

    • Always be polite, Communicate, Enunciate

    Correct Answer
    A. Ask Questions, Communicate, Engage
    Explanation
    ACE stands for Ask Questions, Communicate, Engage. This acronym represents the key principles or actions that one should follow in a given context. By asking questions, individuals can gather information and gain a deeper understanding of a situation. Effective communication is essential for conveying ideas, thoughts, and information clearly and efficiently. Engaging with others promotes active participation and collaboration, fostering positive relationships and achieving shared goals. Therefore, ACE emphasizes the importance of curiosity, effective communication, and active engagement in various contexts.

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  • 12. 

    Which are the following are courtesy words? Check all that apply.

    • Please

    • Thank you

    • Miss, Mrs., Mr., Sir, Ma'am

    • Dude

    • May I

    Correct Answer(s)
    A. Please
    A. Thank you
    A. Miss, Mrs., Mr., Sir, Ma'am
    A. May I
    Explanation
    The correct answer includes all the polite and respectful words that are commonly used to show courtesy. "Please" and "Thank you" are commonly used to express gratitude and politeness. "Miss, Mrs., Mr., Sir, Ma'am" are titles used to address someone respectfully. "May I" is a polite way to ask for permission. "Dude" is not a courtesy word as it is a casual term used among friends.

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  • 13. 

    Which of the following phrases convey enthusiasm? Check all that apply.

    • "Your daughter will be adorable in that!"

    • "That is one of our most popular items!"

    • "I understand."

    • "I recommend this adorable theme to all of my customers!"

    Correct Answer(s)
    A. "Your daughter will be adorable in that!"
    A. "That is one of our most popular items!"
    A. "I recommend this adorable theme to all of my customers!"
    Explanation
    The phrases "Your daughter will be adorable in that!", "That is one of our most popular items!", and "I recommend this adorable theme to all of my customers!" convey enthusiasm because they use positive language, exclamation marks, and emphasize the positive aspects of the products or recommendations. They show excitement and endorsement, which are characteristics of enthusiasm.

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  • 14. 

    What can you say to convey to a customer that you are willing to help them with an issue?

    Correct Answer(s)
    I'd be happy to help you
    Explanation
    This response conveys a willingness to assist the customer with their issue. It shows a positive attitude and a genuine desire to provide support. By saying "I'd be happy to help you," the person is indicating that they are available and ready to assist the customer in resolving their problem.

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  • 15. 

    What are some ways you can be a good listener to your customer? Check all that apply.

    • Make sure to talk over them.

    • Paraphrase what they are saying

    • Avoid distractions

    • Don't focus on tone, accent, etc.

    Correct Answer(s)
    A. Paraphrase what they are saying
    A. Avoid distractions
    A. Don't focus on tone, accent, etc.
    Explanation
    To be a good listener to your customer, it is important to paraphrase what they are saying. This shows that you are actively listening and understanding their message. Avoiding distractions is also crucial as it allows you to give your full attention to the customer and their needs. Additionally, not focusing on tone, accent, etc., helps to prevent any biases or judgments from interfering with effective communication. By following these practices, you can ensure that you are fully engaged in the conversation and providing the best possible customer service.

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  • 16. 

    What is jargon? Define it, and give an example.

    Correct Answer(s)
    Jargon is internal language we use for Buyseasons. RAN, Opus, case note, etc.
    Explanation
    The given answer accurately defines jargon as internal language used within the context of Buyseasons. It provides examples of specific terms such as RAN, Opus, and case note that are part of this jargon. Jargon is typically used by individuals within a specific profession, organization, or community to communicate efficiently and effectively.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 26, 2012
    Quiz Created by
    Anina

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