Customer Service MCQ: Trivia Quiz!

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| By Nidkhurana

Nidkhurana

Community Contributor

Quizzes Created: 1 | Total Attempts: 2,426

Questions: 10 | Attempts: 2,426 | Updated: Mar 22, 2023

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Questions and Answers

1.

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
- A.
  
  Tell the person what you think the answer might be.
- B.
  
  Refer the person to your supervisor.
- C.
  
  Say that you are not allowed to give out that information to the public
- D.
  
  Inform the person that you don't know but will find out.
Correct Answer
B. Refer the person to your supervisor.

Explanation
Referring the person to your supervisor is the best course of action in this situation because you do not know the answer to the customer's question. By referring them to your supervisor, you ensure that the customer receives accurate and reliable information. Your supervisor is likely to have more knowledge and authority to provide the correct deadline for filing a permit application.

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1
0
2.

When Dealing with a Customer, You Should Not?
- A.
  
  Get caught up in an argument.
- B.
  
  Use the word "NO"
- C.
  
  Give out orders or place blame on the Customer.
- D.
  
  All of the Above.
Correct Answer
D. All of the Above.

Explanation
When dealing with a customer, it is important to maintain a positive and respectful attitude. Getting caught up in an argument can escalate the situation and damage the relationship with the customer. Using the word "NO" can create a negative impression and make the customer feel rejected. Giving out orders or placing blame on the customer can come across as rude and unprofessional. Therefore, all of the above options should be avoided when dealing with a customer.

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3.

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
When you answer a call, it is your responsibility to ensure that the customer is connected to the appropriate department that can assist them in resolving their issue. This means that if the customer's concern falls outside of your area of expertise or responsibility, you should transfer the call to the relevant department or individual who can provide the necessary assistance. By doing so, you are actively working towards resolving the customer's problem and providing them with the support they need.

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4.

When dealing with an aggressive customer, which of the following will help?
- A.
  
  Taking a deep breath.
- B.
  
  Not responding with agggression.
- C.
  
  Ask, and keep asking, for the facts.
- D.
  
  All of the above.
Correct Answer
D. All of the above.

Explanation
When dealing with an aggressive customer, taking a deep breath can help to calm oneself and maintain composure. Not responding with aggression is important as it can escalate the situation further. Asking for the facts and continuing to do so helps to gather information and understand the customer's concerns better. Therefore, all of these actions can be effective in handling an aggressive customer.

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5.

When dealing with a customer who is vague, is it better to the patient with them while trying to bring them back to the issue?
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
When dealing with a vague customer, it is better to be patient with them while trying to bring them back to the issue. This is because being patient allows the customer to feel heard and understood, which can help build trust and rapport. Additionally, gently guiding them back to the issue can help clarify their concerns and provide a better resolution.

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6.

If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?
- A.
  
  68% to 75%
- B.
  
  36% to 49%
- C.
  
  54% to 70%
- D.
  
  None of the above.
Correct Answer
A. 68% to 75%

Explanation
If a complaint is resolved to the customer's satisfaction, it is likely that a high percentage of customers will stay with the company. The range of 68% to 75% suggests that a significant majority of customers will remain loyal after their complaint has been addressed. This indicates that effective complaint resolution can have a positive impact on customer retention.

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7.

Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
Taking pride in your work, smiling, being alert and aware, and not being afraid to ask are all positive behaviors that can greatly influence the service you provide to customers. When you take pride in your work, you are more likely to go the extra mile to ensure customer satisfaction. Smiling and being friendly creates a welcoming atmosphere and helps to build rapport with customers. Being alert and aware allows you to anticipate and address customer needs effectively. Lastly, not being afraid to ask for help or clarification shows a commitment to providing the best service possible. All of these factors contribute to the overall customer experience.

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8.

Select all of the things you can do to aid in helping with a difficult interaction or situation.
- A.
  
  Take a deep breath
- B.
  
  Interrupt the customer so you can take control of the call.
- C.
  
  Listen to what is being said and take notes.
- D.
  
  Apologize if necessary to the customer.
- E.
  
  Never give excuses.
Correct Answer(s)
A. Take a deep breath
C. Listen to what is being said and take notes.
D. Apologize if necessary to the customer.
E. Never give excuses.

Explanation
In a difficult interaction or situation, taking a deep breath helps to calm oneself and maintain composure. Listening to what is being said and taking notes allows for better understanding of the issue and helps in finding a solution. Apologizing if necessary shows empathy towards the customer and helps in resolving the situation. On the other hand, interrupting the customer to take control of the call can escalate the situation further, and giving excuses can undermine the customer's trust and confidence.

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9.

Which department of establishments handles call center operations?
- A.
  
  Sales department
- B.
  
  Administration department
- C.
  
  Customer relationship department
Correct Answer
C. Customer relationship department

Explanation
The correct answer is Customer relationship department. This department is responsible for handling call center operations as it focuses on building and maintaining relationships with customers. They handle customer inquiries, complaints, and provide support and assistance. This department plays a crucial role in ensuring customer satisfaction and enhancing the overall customer experience.

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10.

When a customer accidentally gets disconnected should we call them back?
- A.
  
  Yes
- B.
  
  No
Correct Answer
A. Yes

Explanation
It is important to call back a customer who accidentally gets disconnected because it shows a commitment to customer service and ensures that their needs are met. By reaching out to the customer, it demonstrates that their time and satisfaction are valued. Additionally, it allows for any unresolved issues or questions to be addressed promptly, improving the overall customer experience.

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Current Version
Mar 22, 2023

Quiz Edited by
ProProfs Editorial Team
Jun 09, 2020

Quiz Created by
Nidkhurana

Customer Service MCQ: Trivia Quiz!

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

When Dealing with a Customer, You Should Not?

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 aggressive customer, which of the following will help?

When dealing with a customer who is vague, is it better to the patient with them while trying to bring them back to the issue?

If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay with you?

Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?

Select all of the things you can do to aid in helping with a difficult interaction or situation.

Which department of establishments handles call center operations?

When a customer accidentally gets disconnected should we call them back?