Weekly Recap Quiz #99 (Week Of May 18)

10 Questions | Total Attempts: 60

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Weekly Recap Quiz #99 (Week Of May 18) - Quiz


Questions and Answers
  • 1. 
    The warehouse is shipping on time, and you can tell domestic customers that you guarantee their order will arrive by the promised date at checkout.
    • A. 

      True

    • B. 

      False

  • 2. 
    Which of the following make up the ASAP technique?
    • A. 

      Apologize

    • B. 

      Accept responsibility

    • C. 

      Sympathize

    • D. 

      Prepare to help

    • E. 

      Apply discount

    • F. 

      Ask a supervisor

  • 3. 
    If a customer wants a volume discount, you should transfer them to the Wholesale/Business Development team.
    • A. 

      True

    • B. 

      False

  • 4. 
    You can offer 10% off for any customer with a large order requesting a discount.
    • A. 

      True

    • B. 

      False

  • 5. 
    You can honor a Groupon and Social Living offer for a customer, even if it was purchased a couple of years ago.
    • A. 

      True

    • B. 

      False

  • 6. 
    We are currently working with Groupon and Living Social.
    • A. 

      True

    • B. 

      False

  • 7. 
    When is it OK to be rude back to or hang up on a customer?
    • A. 

      If they display any anger whatsoever on the call.

    • B. 

      If they ever get abusive to you.

    • C. 

      Whenever they use inappropriate language.

    • D. 

      Never.

  • 8. 
    According to the Service Skills module, when handling complaint calls, you'll find that about 80% of your time is actually spent doing what?
    • A. 

      Managing the feelings of the customer.

    • B. 

      Solving the problem.

    • C. 

      Rebounding from the awful treatment you've had to endure.

    • D. 

      Holding your ears so you don't hear inappropriate words.

  • 9. 
    Dealing with angry customers is part of the job as a CSR, so you just have to put up with them. There isn't much you can do to make the situation any easier.
    • A. 

      True

    • B. 

      False

  • 10. 
    The ASAP Technique is so effective that it will satisfy all of your customers all the time.
    • A. 

      True

    • B. 

      False

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