Questions On Customer Service: MCQ Quiz!

1. When listening actively, affirm to show the customer that you:

Are paying attention.

Are busy with other matters.

Have other customers to deal with.

Are not responsible for his or her problems.

When listening actively, affirming to show the customer that you are paying attention is important. It helps in building rapport and trust with the customer, indicating that you are fully engaged in the conversation and genuinely interested in understanding their needs or concerns. This affirmation can be in the form of verbal cues like nodding, saying "yes," or providing short acknowledgments, which reassures the customer that their words are being heard and valued. By actively listening and affirming, you create a positive customer experience and demonstrate your commitment to addressing their needs.

Explanation

When listening actively, affirming to show the customer that you are paying attention is important. It helps in building rapport and trust with the customer, indicating that you are fully engaged in the conversation and genuinely interested in understanding their needs or concerns. This affirmation can be in the form of verbal cues like nodding, saying "yes," or providing short acknowledgments, which reassures the customer that their words are being heard and valued. By actively listening and affirming, you create a positive customer experience and demonstrate your commitment to addressing their needs.

2. Customer loyalty is an emotional tie of trust.

True

False

Customer loyalty is an emotional tie of trust because it is based on the customer's emotional connection and trust in a particular brand or company. When customers feel loyal, they are more likely to continue purchasing from the same brand, recommend it to others, and forgive any occasional mistakes or shortcomings. This emotional tie goes beyond simple satisfaction with a product or service and creates a deeper bond between the customer and the brand, leading to long-term loyalty and repeat business.

Explanation

Customer loyalty is an emotional tie of trust because it is based on the customer's emotional connection and trust in a particular brand or company. When customers feel loyal, they are more likely to continue purchasing from the same brand, recommend it to others, and forgive any occasional mistakes or shortcomings. This emotional tie goes beyond simple satisfaction with a product or service and creates a deeper bond between the customer and the brand, leading to long-term loyalty and repeat business.

3. Satisfied customers are usually loyal customers.

True

False

Satisfied customers are more likely to continue purchasing from a certain business or brand. When customers are satisfied with their experience, they tend to develop loyalty towards the company, which means they are more inclined to choose that company over its competitors in the future. This loyalty can lead to repeat purchases, positive word-of-mouth recommendations, and a higher customer lifetime value. Therefore, it can be inferred that satisfied customers are usually loyal customers.

Explanation

Satisfied customers are more likely to continue purchasing from a certain business or brand. When customers are satisfied with their experience, they tend to develop loyalty towards the company, which means they are more inclined to choose that company over its competitors in the future. This loyalty can lead to repeat purchases, positive word-of-mouth recommendations, and a higher customer lifetime value. Therefore, it can be inferred that satisfied customers are usually loyal customers.

4. When listening actively, empathize to show the customer that you:

Prefer to talk about yourself.

Care about his or her concerns.

Consider his or her problems unimportant.

Have your own problems to deal with.

When listening actively and empathizing, you are showing genuine concern for the customer's concerns. This means that you are actively engaged in understanding their needs and issues, and are willing to provide support and assistance. By doing so, you are building trust and rapport with the customer, which can lead to a more positive and successful interaction.

Explanation

When listening actively and empathizing, you are showing genuine concern for the customer's concerns. This means that you are actively engaged in understanding their needs and issues, and are willing to provide support and assistance. By doing so, you are building trust and rapport with the customer, which can lead to a more positive and successful interaction.

5. Which of the following is an excellent customer service practice?

Not taking responsibility for a customer's problem.

Blaming someone else for a customer's problem, and referring the customer to your supervisor.

Making promises to calm a customer down, whether or not you will be able to follow through on the promise.

Following up with a customer to make sure his or her problem was corrected.

Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows that the company cares about the customer's satisfaction and is committed to resolving their issues. It demonstrates a proactive approach and a willingness to take responsibility for the problem and ensure that it is resolved to the customer's satisfaction. This practice helps to build trust and loyalty with the customer and enhances the overall customer experience.

Explanation

Following up with a customer to make sure his or her problem was corrected is an excellent customer service practice because it shows that the company cares about the customer's satisfaction and is committed to resolving their issues. It demonstrates a proactive approach and a willingness to take responsibility for the problem and ensure that it is resolved to the customer's satisfaction. This practice helps to build trust and loyalty with the customer and enhances the overall customer experience.

6. Which of the following phrases shows excellent customer service?

I can...

You need to...

It's company policy.

That's just the way it's done.

The phrase "I can..." shows excellent customer service because it implies a willingness and ability to assist the customer. It suggests a proactive and helpful attitude, indicating that the person is ready to take action and provide a solution to the customer's needs or requests. This phrase demonstrates a customer-centric approach, focusing on meeting the customer's needs and delivering a positive experience.

Explanation

The phrase "I can..." shows excellent customer service because it implies a willingness and ability to assist the customer. It suggests a proactive and helpful attitude, indicating that the person is ready to take action and provide a solution to the customer's needs or requests. This phrase demonstrates a customer-centric approach, focusing on meeting the customer's needs and delivering a positive experience.

7. A patient calls your facility for the results of his blood test. He is angry because no one has called him with the results. You do not have his results. His blood was drawn two days ago. Results from this test are usually not available for five to seven days. Which of the following initial responses shows excellent customer service?

You need to call back next week. We will have your results then.

The lab hasn't sent us your results. We'll call you when they come in.

I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

The correct answer shows excellent customer service because it acknowledges the patient's frustration and apologizes for the delay in receiving the results. It also demonstrates empathy by confirming the details of the patient's blood draw. This response is professional, understanding, and attempts to address the patient's concerns.

Explanation

The correct answer shows excellent customer service because it acknowledges the patient's frustration and apologizes for the delay in receiving the results. It also demonstrates empathy by confirming the details of the patient's blood draw. This response is professional, understanding, and attempts to address the patient's concerns.

8. Which of the following statements is true?

Keeping loyal customers is less expensive than finding new customers.

Keeping loyal customers is more expensive than finding new customers.

Keeping loyal customers and finding new customers are equally expensive.

Keeping loyal customers is less expensive than finding new customers because acquiring new customers typically involves spending money on marketing, advertising, and other promotional activities to attract their attention and convince them to try the product or service. On the other hand, retaining loyal customers requires maintaining good customer relationships, providing excellent customer service, and offering incentives or rewards, which may be less costly compared to the expenses involved in acquiring new customers.

Explanation

Keeping loyal customers is less expensive than finding new customers because acquiring new customers typically involves spending money on marketing, advertising, and other promotional activities to attract their attention and convince them to try the product or service. On the other hand, retaining loyal customers requires maintaining good customer relationships, providing excellent customer service, and offering incentives or rewards, which may be less costly compared to the expenses involved in acquiring new customers.

9. A customer continues to seek services at your facility for a while. However, she switches to a new facility when it opens up a few miles closer to her home. This customer was most likely:

Satisfied with the customer service at your facility.

Delighted with the customer service at your facility.

Dissatisfied with the customer service at your facility.

The customer's decision to continue seeking services at the facility for a while suggests that she was satisfied with the customer service provided. However, her decision to switch to a new facility closer to her home does not necessarily indicate dissatisfaction with the customer service at the current facility. It is more likely that convenience played a role in her decision to switch.

Explanation

The customer's decision to continue seeking services at the facility for a while suggests that she was satisfied with the customer service provided. However, her decision to switch to a new facility closer to her home does not necessarily indicate dissatisfaction with the customer service at the current facility. It is more likely that convenience played a role in her decision to switch.