Customer Service Training Quiz Template

1.

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
Correct Answer(s)
A. Smile
B. Make eye contact
C. Point your heart towards them
D. Listen

Explanation
You want to tell them what will meet their needs, not everything you know.

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2.

If a customer gets upset due to weather delays, is it alright to refund shipping charges?
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
You should try to explain the situation to the customer first. If they are unhappy with the resolution, start slowly. Offer only to credit a small portion of their shipping and go up from there if need be.

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3.

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
Correct Answer
A. Apologize, do a replacement and have customer ship back the incorrect item

Explanation
You should always apologize first. Second, you should do a replacement order for the customer. If the incorrect item is under $20, the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.

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4.

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
Correct Answer
C. Help the customer to create a flex label free of charge and do a replacement order for a new item right away

Explanation
You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charge (leave case notes indicating this), and create a replacement order for the item right away.

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5.

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
Correct Answer
C. Ask for details about the problem

Explanation
To effectively help a customer with a problem or query, it is important to ask for details about the problem. By doing so, you can gain a better understanding of the issue at hand and gather relevant information that will enable you to provide the most appropriate solution or assistance. Asking for details also shows that you are attentive and genuinely interested in resolving the customer's concern, which can help build trust and rapport. Ignoring the customer or waiting for them to seek help elsewhere would only lead to frustration and potentially damage the customer's perception of the company's customer service.

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6.

If you were unable to answer the customer's question, query or problem what might you do?
- A.
  
  Tell them to come back later
- B.
  
  Ask a colleague or supervisor
- C.
  
  Tell them you do not know the answer
Correct Answer
B. Ask a colleague or supervisor

Explanation
If you were unable to answer the customer's question, query, or problem, asking a colleague or supervisor for assistance is the best course of action. This shows that you are proactive in finding a solution and are willing to seek help when needed. It also ensures that the customer receives accurate and reliable information, even if you are not able to provide it yourself.

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7.

What might give a customer a positive impression of yourself? (Select all that apply)
- A.
  
  Uniform and hygiene
- B.
  
  Body language
- C.
  
  Language used
- D.
  
  Telling customers you don't know the answer to their question
Correct Answer(s)
A. Uniform and hygiene
B. Body language
C. Language used

Explanation
Uniform and hygiene, body language, and language used can all contribute to giving a customer a positive impression of oneself. A clean and professional uniform, along with good personal hygiene, shows that one takes their job seriously and cares about their appearance. Positive body language, such as maintaining eye contact, smiling, and using open and welcoming gestures, can make a customer feel comfortable and valued. Using polite and respectful language, as well as effective communication skills, can help build trust and rapport with the customer. However, telling customers that you don't know the answer to their question may not necessarily give a positive impression, as it can be seen as a lack of knowledge or competence.

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8.

What sort of questions might you be able to ask customers? (Select all that apply)
- A.
  
  May I help you?
- B.
  
  What are you looking for today?
- C.
  
  Did you find everything your were looking for today?
- D.
  
  What's wrong?
- E.
  
  Are you crazy?
Correct Answer(s)
A. May I help you?
B. What are you looking for today?
C. Did you find everything your were looking for today?

Explanation
The correct answers are "May I help you?", "What are you looking for today?", and "Did you find everything you were looking for today?". These questions are appropriate for customer service interactions as they show a willingness to assist the customer, inquire about their needs, and ensure their satisfaction. Asking "What's wrong?" or "Are you crazy?" would be inappropriate and unprofessional in a customer service setting.

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Customer Service Training Quiz Template

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

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

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

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

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

If you were unable to answer the customer's question, query or problem what might you do?

What might give a customer a positive impression of yourself? (Select all that apply)

What sort of questions might you be able to ask customers? (Select all that apply)