Trec Module 5 Service Skills Quiz

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  • 1/16 Questions

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

    • Apathy
    • Empathy
    • Compassion
    • Courtesy
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About This Quiz

The TREC Module 5 Service Skills Quiz assesses key customer service skills, focusing on effective listening, communication techniques, and handling service issues professionally. It's designed to enhance service quality and customer engagement.

Communication Skills Quizzes & Trivia

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  • 2. 

    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 towards their situation. It also offers to explore potential solutions, indicating a willingness to resolve the issue and provide assistance.

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  • 3. 

    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.

    Correct Answer
    A. Sandra apologizing to the customer for the missing item, and helping to resolve the issue.
    Explanation
    Sandra is presenting BuySeasons in a positive manner by apologizing to the customer for the missing item and actively working to resolve the issue. Her apology shows empathy and accountability, which helps to maintain a positive image of the company. Additionally, her willingness to assist the customer demonstrates a commitment to customer satisfaction and portrays BuySeasons in a positive light.

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  • 4. 

    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 answer aligns with the question as it provides a suitable explanation for what PEP stands for. Personal refers to the individual nature of the approach, empathetic emphasizes understanding and relating to others, and positive highlights maintaining a constructive and optimistic attitude.

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  • 5. 

    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 our words, it becomes difficult for others to understand us. By consciously slowing down and enunciating each word, we give others the opportunity to comprehend our message more easily. This can lead to better communication and avoid misunderstandings. Therefore, the statement "Communicating clearly and effectively can be as simple as slowing down and enunciating your words" is true.

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  • 6. 

    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 to remind individuals of important communication skills. It emphasizes the importance of practicing effective communication by avoiding distractions, not interrupting others, not focusing on tone, and setting aside one's ego. These skills can contribute to better understanding and more productive conversations.

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  • 7. 

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

    • False

    • True

    Correct Answer
    A. True
    Explanation
    The statement is true because tone of voice plays a crucial role in communication. It can convey emotions, attitudes, and intentions, which can greatly impact the message being delivered. Even if the words chosen are appropriate, the wrong tone can lead to misunderstandings or misinterpretations. Therefore, it is important to be mindful of the tone of voice used to ensure effective and clear communication.

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  • 8. 

    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 them with a realistic time frame and a reason for the hold, and thanking them for holding when they are taken off hold. These steps ensure that the customer feels respected and informed throughout the hold process, improving their overall experience with the customer service interaction.

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  • 9. 

    ACE stands for:

    • Answer, Call, Educate

    • Ask Questions, Communicate, Engage

    • Always be polite, Communicate, Enunciate

    Correct Answer
    A. Ask Questions, Communicate, Engage
    Explanation
    The correct answer is "Ask Questions, Communicate, Engage." ACE stands for these three actions which are important in effective communication and engagement. By asking questions, one can gather information and understand the needs and perspectives of others. Communication is crucial for conveying messages clearly and effectively. Engaging with others helps to build relationships, foster collaboration, and create a positive and inclusive environment.

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  • 10. 

    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
    The correct answer is "Fake it". This means that even if you don't know the answer to a customer's question, you should still try to provide a response or solution. Instead of lying or making something up, you can use your communication and problem-solving skills to confidently address the customer's concern. This approach allows you to maintain trust and professionalism while finding ways to assist the customer.

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  • 11. 

    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
    The statement suggests that if someone does not have a naturally enthusiastic tone, there is no way for them to overcome this. However, this is not true. While some people may naturally have a more enthusiastic tone, it is possible for anyone to develop and improve their tone through practice, training, and conscious effort. Therefore, the correct answer is False.

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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 "Please," "Thank you," "Miss, Mrs., Mr., Sir, Ma'am," and "May I." These are considered courtesy words because they are used to show politeness and respect towards others. "Please" and "Thank you" are commonly used to ask for something or express gratitude. "Miss, Mrs., Mr., Sir, Ma'am" are titles used to address individuals respectfully. "May I" is a polite way of asking for permission. "Dude" is not considered a courtesy word as it is more informal and casual in nature.

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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 and exclamation marks to express excitement and approval. These phrases show a genuine interest and excitement in the subject matter, which is characteristic of enthusiasm.

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  • 14. 

    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 fully concentrate on the customer's needs and concerns. Additionally, not focusing on tone, accent, etc. is necessary to prevent any biases or judgments from affecting your listening skills. By following these practices, you can effectively listen to your customer and provide them with the best possible support.

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  • 15. 

    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 Buyseasons. It provides examples such as RAN, Opus, and case note to illustrate the concept. Jargon is typically specialized vocabulary or terminology that is specific to a particular industry, profession, or organization, allowing members to communicate efficiently and effectively within their own context. In this case, the examples given are specific terms or abbreviations that are likely understood and used by employees of Buyseasons.

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  • 16. 

    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 phrase, "I'd be happy to help you," effectively conveys to the customer that the person is willing and eager to assist them with their issue. It expresses a positive attitude and willingness to provide support, which can help build rapport and trust with the customer.

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