Telegroup Customer Service Quiz

25 Questions

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Customer Service Quizzes & Trivia

In a nutshell, The Telegroup company offers services such as consulting, design and engineering of different sectors such as telecommunications and IT. Have you interacted with them on some concerns? Their customer service is being assessed below.


Questions and Answers
  • 1. 
    1.       Despite all the information you've given your client, he has his mind set on a mediocre plan/product/strategy. He is happy about having finally made a decision, wants to finalize, and makes a point of telling you not to try talking him out of it. You think he is making a mistake but even your manager says you should let it go. How do you deal with the situation?
    • A. 

      I tell him he is making a mistake.

    • B. 

      I try convincing. him to change his decision

    • C. 

      I ask if he is certain he doesn't want to think it over one last time.

    • D. 

      I resist the temptation to try changing his mind.

    • E. 

      I recommend that he should take some time to think about it.

  • 2. 
    You're helping a computer illiterate friend setup his Internet connection over the phone. He is just not getting what you are trying to explain. How much time do you spend explaining it to him
    • A. 

      I'd work with him for as long as it takes.

    • B. 

      10 minutes or so; I'd go through it once as quickly as possible and then hang up.

    • C. 

      About half an hour; I'd make sure he understands at least the basics.

    • D. 

      None at all; I'd get frustrated the first time he says "I don't understand."

  • 3. 
    1.       Two inexperienced employees are assigned to work with you on an important project with a tight deadline. How do you feel?
    • A. 

      Glad, I like mentoring others.

    • B. 

      Angry, I don't have time to baby-sit.

    • C. 

      Annoyed, I can work faster on my own.

    • D. 

      Annoyed, I can work faster on my own.

  • 4. 
    A person is telling you a story, but taking forever to get to the point. What do you do?
    • A. 

      I let him/her finish the story, without interrupting.

    • B. 

      I let him/her finish the story without interrupting, but can't help glancing at my watch.

    • C. 

      I ask him/her to get to the point of the story.

    • D. 

      I interrupt by asking, "Does this story have a point?"

  • 5. 
      When dealing with customers, how important is solving problems?
    • A. 

      Always important.

    • B. 

      Important most of the time.

    • C. 

      Not important most of the time.

    • D. 

      Never important.

  • 6. 
    Customer Service is…
    • A. 

      Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

    • B. 

      Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame.

    • C. 

      Exchanged, often only with a receipt and within a specified time frame.

    • D. 

      Customer service is normally an integral part of a company’s customer value proposition.

    • E. 

      All of the above.

  • 7. 
        GGood customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
    • A. 

      TRUE

    • B. 

      FALSE

  • 8. 
           Control your language when answering the phone. Don't use slang or jargon.
    • A. 

      TRUE

    • B. 

      FALSE

  • 9. 
           "Certainly", "Very well", or "All right" can be used in responding to the customer.
    • A. 

      TRUE

    • B. 

      FALSE

  • 10. 
    To be positive when answering the phone even on a "down" day, you should say:
    • A. 

      I don't know

    • B. 

      Let me find out about that for you

    • C. 

      I’m sorry I can’t help you

  • 11. 
         When you don’t understand the information that the customer is saying, for example his / her last name, how would you politely say to the customer that you did not understand what he/she said?
    • A. 

      Can you repeat that?

    • B. 

      Excuse me, what was that again?

    • C. 

      I’m sorry; can you please spell that out for me?

  • 12. 
         What is the first thing that you should do when making eye contact with a customer?
    • A. 

      A. Say hello

    • B. 

      B. Smile

    • C. 

      C. Ask if you can be of assistance

    • D. 

      D. Refer them to the manager

  • 13. 
           Customer satisfaction is a step_____________________ customer service.
    • A. 

      A. Below

    • B. 

      B. Around

    • C. 

      C. Into

    • D. 

      D. Beyond

  • 14. 
    What is the maximum amount of times that the phone should ring before being answered?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      4

  • 15. 
          Surveys suggest that most customers evaluate or rate the service that you provide based on five factors. One of those factors is Tangibles. Tangibles is/are _____________  
    • A. 

      A. The degree of caring that you show customers

    • B. 

      B. Your ability to provide service that is dependable and accurate.

    • C. 

      C. The physical representations of your company including the facility, equipment and your appearance.

    • D. 

      D. The respect, competence and confidence you show to the customer

  • 16. 
           An external customer ________________________ while an internal customer is/are ____________.
    • A. 

      A. Are the people who buy your company's products or services; are the people who work within your company.

    • B. 

      B. Are the people who work within your company; are the department heads of each section.

    • C. 

      C. Are the people who work within your company; are the customers

    • D. 

      D. Are the people who buy your company's products or services; are the customers

  • 17. 
         When dealing with a difficult customer it is important to remember_________________.
    • A. 

      A. To not take it personally

    • B. 

      B. To use positive self-talk

    • C. 

      C. Both a and b above

    • D. 

      D. None of the above

  • 18. 
          What message may a customer receive if you consistently answer the telephone on the 5th or 6th ring?
    • A. 

      A. We value your business

    • B. 

      B. We are too busy to handle your business

    • C. 

      C. As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring

    • D. 

      D. None of the above

  • 19. 
         The "moment of truth" is that moment when you come into contact with a customer and you create an image of your company to that customer. This is a one-time occurrence for each customer.
    • A. 

      TRUE

    • B. 

      FALSE

  • 20. 
        Closed questions are used to _____________________
    • A. 

      A. Get specific information from the customer

    • B. 

      B. Draw the customer into a conversation

    • C. 

      C. Begin with words like "what", "how" and "why"

    • D. 

      D. Are used whey you need a lengthy explanation from a customer

  • 21. 
         An effective way to approach a problem is:
    • A. 

      A. Complain to the supervisor

    • B. 

      B. Offer a reasonable alternative solution to your customer or supervisor

    • C. 

      C. Ignore the customer's odd requests

    • D. 

      D. Listen attentively and then pass it on to the boss

  • 22. 
           Communication is a give and take process. As a speaker it is your job to:
    • A. 

      A. Speak loudly and roughly in order to intimidate people into listening

    • B. 

      B. Intentionally speak over a person's ability to understand or communicate

    • C. 

      C. Determine if the listener understands

    • D. 

      D. Always ensure that you have the first and the last words said

  • 23. 
           When a misunderstanding happens with a co-worker you should:
    • A. 

      A. Be honest and admit there is a problem

    • B. 

      B. Work together to come up with solutions

    • C. 

      C. Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

    • D. 

      D. Both A and B

  • 24. 
           When a misunderstanding happens with a customer you should:
    • A. 

      A. Apologize for the error even though it may not have been your

    • B. 

      B. Tell them it was someone else's fault

    • C. 

      C. Ask them what you can do to make them happy

    • D. 

      D. Both A and C

  • 25. 
         When working on a team it is important to:
    • A. 

      A. Take credit for all the parts of the projects that you contributed especially if the project was successful

    • B. 

      B. Make sure to blame the ones that did not do their part if the project was unsuccessful

    • C. 

      C. Ensure that you are the leader of the project because that person will get all the praise

    • D. 

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