General Questions On Customer Service! Trivia Quiz

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| By Steppingstone

Steppingstone

Community Contributor

Quizzes Created: 1 | Total Attempts: 167

Questions: 11 | Attempts: 167 | Updated: Mar 21, 2023

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General Questions On Customer Service! Trivia Quiz - Quiz

Do you realize what it takes to be involved in customer service? Do you think you could pass this quiz? Customer service is the relationship between the consumer of a product and the company that sells it. Its main ambition is to oblige the overall happiness of the customer, as well as their own business. Try this quiz and see what you understand about customer service.

Questions and Answers

1.

Customers or Residents are more easily satisfied if their expectations are effectively managed.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. If customers know what to expect, they are more likely to feel satisfied.

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2.

In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. The customer isn't listening for a solution yet. It's important to soothe the customer's frustration first.

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3.

Most upset customers will calm down if you offer a sincere apology.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Most customers want you to acknowledge that they've been disappointed and want you to express some regret.

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4.

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. You (and your organization) lose credibility. Don't bad-mouth or play the blame game!

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5.

When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. Most customers who call tech support are not highly technical. It's realistic to require the tech support rep to provide assistance at the customer's level of technical understanding.

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6.

When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Customers are relying on you to be their 'guide' within your organization. They appreciate your customer service if you don't abandon them.

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7.

When dealing with an angry customer or resident face to face, making no eye contact and looking away will feel better for you and the customer.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness.

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8.

When dealing with an abusive customer on the phone, it's important to hang up right away.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
False. Tell the abusive customer you'd like to help them and will do so when the conversational tone is calm.

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9.

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Follow-up is one of the best ways to leave your customer thinking: "Hey, that was excellent customer service!"

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10.

Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. It's not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.

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11.

The most credible advertising is a satisfied customer.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?

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Current Version
Mar 21, 2023

Quiz Edited by
ProProfs Editorial Team
Mar 20, 2011

Quiz Created by
Steppingstone

General Questions On Customer Service! Trivia Quiz

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

In responding to a frustrated customer's question, it's a good idea to immediately offer a solution.

Most upset customers will calm down if you offer a sincere apology.

If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale.

When a customer calls for technical support, its realistic to require them to explain the problem in highly technical language.

When you answer a call, and the customer really needs to resolve the issue with another department, it's your responsibility to make sure the customer reaches someone who can help.

When dealing with an angry customer or resident face to face, making no eye contact and looking away will feel better for you and the customer.

When dealing with an abusive customer on the phone, it's important to hang up right away.

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they're satisfied and thank them for their business.

Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all.

The most credible advertising is a satisfied customer.