Customer Experience Quiz

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| By Abimbola Bakare

Abimbola Bakare, Project management

Abimbola is passionate about crafting end-to-end experiences that evoke excitement and satisfaction. She combines Customer Experience and Product Management to create delightful products and services, following the formula: CX + PM = SM (Service Management).

Quizzes Created: 1 | Total Attempts: 1,764

Questions: 10 | Attempts: 1,773 | Updated: Aug 23, 2023

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Customer satisfaction is the backbone of any business. This customer experience quiz is aimed at providing you with valuable tips about customer experience. The quiz contains various questions like situations-based and theory-based that will help you how to respond to customer needs. In any business, the customer is always right, and we have to ensure that they feel that way. Take this quiz and upscale your customer management skills. All the best!

Questions and Answers

1.

To encourage engagement, you should do the following:(Select all that apply)
- A.
  
  Smile
- B.
  
  Make eye contact
- C.
  
  Listen
- D.
  
  Tell them everything you know about a product or service
Correct Answer(s)
A. Smile
B. Make eye contact
C. Listen

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

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6
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2.

If a customer gets upset due to system delays, is it alright to tell them your CBA is down
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
You should try to manage customer in the best possible way, explaining to them that T24 is down does not sound well

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2
0
3.

Our customer walks into the branch to report that they been debitted without receiving value. What do you do?
- A.
  
  Apologize, validate the complaint, log the dispute and promise to provide feedback
- B.
  
  Tell the customer to wait for 3 days .
- C.
  
  Apologize and have the customer try the transaction again
- D.
  
  Have the customer send a mail to contact center
Correct Answer
A. Apologize, validate the complaint, log the dispute and promise to provide feedback

Explanation
You should always apologize first. Second,you should validate the customer's complaints. If truly the dispute occured, tthe proceed to resolve customers dispute on CRM

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1
0
4.

Choose the word that best applies to this statement. “The best Customer experiences are not
- A.
  
  Relevant
- B.
  
  Intentional
- C.
  
  Accidental
- D.
  
  Consistent
Correct Answer
C. Accidental

Explanation
Delivering excellent customer service is not accidental it comes from a deliberate attempt to please the customer

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6
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5.

In communicating with customers it is right to speak to the customer in his native language?
- A.
  
  Yes
- B.
  
  No
Correct Answer
A. Yes

Explanation
Customer may decide to engage you in his native language, however as a rule of communication in customer experience, you should wait for the customer to initiate the conversation before switching. and if you notice the customer is struggling- you can ask if he would like to be service in his prefered language

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4
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6.

If you were unable to answer a 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
- D.
  
  Pass the call to other person
Correct Answer
B. Ask a colleague or supervisor

Explanation
If you were unable to answer a customer's question, query, or problem, asking a colleague or supervisor for assistance is the appropriate course of action. This ensures that the customer receives accurate and helpful information, even if it is not immediately available to the initial representative. By involving a more knowledgeable person, the customer's needs can be addressed effectively, improving their overall experience and satisfaction.

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5
0
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.
  
  Confidently 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 give a customer a positive impression of oneself. A uniform and good hygiene show professionalism and attention to detail. Body language, such as maintaining eye contact and having open and friendly gestures, can make the customer feel comfortable and valued. Using the right language, such as being polite, respectful, and clear in communication, can also contribute to a positive impression. Confidently admitting not knowing the answer to a customer's question may not necessarily give a positive impression, as it may be perceived as a lack of knowledge or competence.

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8.

What are the qualities of a good customer-centric officer? (Select all that apply)
- A.
  
  Empathy
- B.
  
  Integrity
- C.
  
  Proactiveness
- D.
  
  Procastination
- E.
  
  Fear
Correct Answer(s)
A. Empathy
B. Integrity
C. Proactiveness

Explanation
A good customer-centric officer should possess empathy, as it allows them to understand and relate to the needs and concerns of customers, providing personalized and effective solutions. Integrity is crucial as it ensures honesty, transparency, and trustworthiness in all interactions with customers. Proactiveness is essential for anticipating customer needs, taking initiative, and providing proactive assistance. Procrastination and fear are not desirable qualities as they hinder the ability to effectively serve customers.

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9.

A complaining customer is?
- A.
  
  Almost right
- B.
  
  Always the customer
- C.
  
  Often Lying
- D.
  
  Always right
Correct Answer
B. Always the customer

Explanation
The correct answer is "Always the customer." This statement implies that regardless of the situation or circumstances, the customer who is complaining is always considered to be right. This perspective emphasizes the importance of prioritizing customer satisfaction and addressing their concerns promptly and effectively. It recognizes that customer complaints should be taken seriously and handled with care to maintain a positive customer experience and foster long-term customer loyalty.

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10.

Customers are more easily satisfied if their expectations are effectively managed.
- A.
  
  Yes
- B.
  
  No
Correct Answer
A. Yes

Explanation
Managing customer expectations is crucial for ensuring their satisfaction. When customers' expectations are effectively managed, it means that they are provided with clear and accurate information about the product or service they are receiving. This helps to avoid any misunderstandings or false assumptions that could lead to dissatisfaction. By setting realistic expectations and delivering on those promises, customers are more likely to be satisfied with their experience. Effective expectation management also allows for better communication and a higher level of trust between the company and its customers, further enhancing satisfaction levels.

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Current Version
Aug 23, 2023

Quiz Edited by
ProProfs Editorial Team
Apr 24, 2020

Quiz Created by
Abimbola Bakare

Customer Experience Quiz

To encourage engagement, you should do the following:(Select all that apply)

If a customer gets upset due to system delays, is it alright to tell them your CBA is down

Our customer walks into the branch to report that they been debitted without receiving value. What do you do?

Choose the word that best applies to this statement. “The best Customer experiences are not

In communicating with customers it is right to speak to the customer in his native language?

If you were unable to answer a 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 are the qualities of a good customer-centric officer? (Select all that apply)

A complaining customer is?

Customers are more easily satisfied if their expectations are effectively managed.