Spending a fortune on training customer service reps? Use this quiz to find out the outcome of your customer support trainings!

5 Sample Questions

To develop rapport, you should do the following:(Select all that apply) 

  • A. Smile
  • B. Make eye contact
  • C. Point your heart towards them
  • D. Listen
  • E. Tell them everything you know about a product or service

If a customer gets upset due to weather delays, is it alright to refund shipping charges?

  • A. True
  • B. False

Our customer called to report that they have received an incorrect item. What do you do?

  • A. Apologize, do a replacement and have customer ship back the incorrect item
  • B. Tell the customer to return the wrong item. Once we receive, offer a resend.
  • C. Apologize and have the customer ship back the incorrect item
  • D. Have the customer ship back the incorrect item and help them to place an order for the correct one

Our customer got a damaged item that costs $50. What do you do?

  • A. Have the customer return the item and dispatch a new one, once the old shipment reaches you
  • B. Help the customer to create a flex label free of charge and when the item returns, ship out a new one
  • C. Help the customer to create a flex label free of charge and do a replacement order for a new item right away
  • D. Have the customer return the damaged item and place a brand new order for the new item

If you had a customer who had a problem or query, what might you do to help them?

  • A. Ignore them
  • B. Wait for them to ask someone else
  • C. Ask for details about the problem