Check Your Customer Service Knowledge With This Quiz
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Questions and Answers
- 1.
As an employee in customer service, how would you learn your business? Check all that apply.
- A.
Learn about your entire company operation.
- B.
Learn only those products and services that are related to your job.
- C.
Learn about the offerings of your competitors.
Correct Answer(s)
A. Learn about your entire company operation.
C. Learn about the offerings of your competitors.Explanation
As an employee in customer service, it is important to have a comprehensive understanding of your entire company operation in order to effectively assist customers and provide accurate information. This knowledge allows you to have a holistic view of the organization and its processes, enabling you to better serve customers. Additionally, learning about the offerings of your competitors is essential as it helps you to stay informed about the market, identify potential areas of improvement, and provide better recommendations to customers.Rate this question:
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- 2.
When you look professional, you will act professionally.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When you look professional, it can have a positive impact on your behavior and how you present yourself. When you dress and groom yourself in a professional manner, it can boost your confidence and make you feel more competent. This, in turn, can influence your actions and how you interact with others in a professional setting. It is often believed that looking professional can help create a professional mindset and lead to more professional behavior.Rate this question:
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- 3.
You should greet and say the company's name when you answer the phone
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
When answering the phone, it is important to greet the caller and mention the company's name. This helps in establishing a professional image and creates a positive impression on the caller. By doing so, the caller feels acknowledged and knows that they have reached the correct place. It also sets the tone for the conversation and helps in providing a personalized and professional customer service experience. Therefore, the statement "You should greet and say the company's name when you answer the phone" is true.Rate this question:
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- 4.
You should tell the customer if he/she is at fault
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
It is important to inform the customer if they are at fault in order to maintain transparency and provide them with accurate information. By doing so, the customer can understand their mistake and take appropriate actions to rectify it. However, the correct answer is False, suggesting that it is not necessary to tell the customer if they are at fault. This could be because the focus might be on maintaining a positive customer experience or avoiding confrontation.Rate this question:
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- 5.
Apologize to the customer even if the fault was done by another staff.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Apologizing to the customer even if the fault was done by another staff is considered good customer service. By apologizing, it shows that the company takes responsibility for the mistake and values the customer's satisfaction. It also helps to maintain a positive relationship with the customer and can potentially diffuse any negative emotions or complaints they may have. Ultimately, apologizing in such situations helps to uphold the company's reputation and demonstrates professionalism.Rate this question:
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- 6.
When a misunderstanding happens with a co-worker you should:
- A.
Be honest and admit there is a problem
- B.
Work together to come up with solutions
- C.
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
- D.
Both A and B
Correct Answer
D. Both A and BExplanation
When a misunderstanding happens with a co-worker, it is important to be honest and admit that there is a problem. This shows a willingness to take responsibility and address the issue. Additionally, working together with the co-worker to come up with solutions promotes open communication and collaboration, which can help resolve the misunderstanding effectively. Avoiding the co-worker and talking to everyone else about the problem may only escalate the situation and create further misunderstandings. Therefore, the correct approach is to both admit there is a problem and work together to find solutions.Rate this question:
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- 7.
A supervisor may criticize an employee in order to:
- A.
Assist that employee in understanding a better or more effective way to do something
- B.
Show an employee who is the boss
- C.
Feel good about themselves
- D.
Ensure the employee knows exactly who the persons are in their chain-of-command
Correct Answer
A. Assist that employee in understanding a better or more effective way to do somethingExplanation
A supervisor may criticize an employee in order to assist that employee in understanding a better or more effective way to do something. Criticism, when given constructively, can help the employee identify areas for improvement and provide guidance on how to enhance their performance. By offering feedback and suggestions for improvement, the supervisor aims to support the employee's professional growth and development. This approach promotes a positive and collaborative work environment focused on continuous improvement.Rate this question:
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- 8.
When dealing with a difficult customer it is important to remember_________________.
- A.
To not take it personally
- B.
To use positive self-talk
- C.
Both a and b above
- D.
None of the above
Correct Answer
C. Both a and b aboveExplanation
When dealing with a difficult customer, it is important to remember not to take it personally and to use positive self-talk. This means that the customer's behavior or attitude should not be seen as a personal attack, but rather as a reflection of their own issues or frustrations. Using positive self-talk can help maintain composure and approach the situation with a calm and professional attitude. By combining these two strategies, one can effectively handle difficult customers and maintain good customer service.Rate this question:
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- 9.
Which one of the following are not one of the key reasons for customer dissatisfaction?
- A.
Employees who don't listen to what the customer is saying.
- B.
Employees who ignore customers completely.
- C.
Employees who don't follow up or follow through.
- D.
Employees who ask too many questions.
Correct Answer
D. Employees who ask too many questions.Explanation
Asking too many questions can actually be beneficial for customer satisfaction as it shows that the employee is interested in understanding the customer's needs and wants. On the other hand, employees who don't listen, ignore customers, or fail to follow up or follow through are likely to contribute to customer dissatisfaction.Rate this question:
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- 10.
Why should you smile every time you answer a phone call?
- A.
Because you're laughing at your co-workers while picking up the phone
- B.
Because the person on the other end of the line can tell that you are smiling
- C.
Because it will relax the muscles in your face
- D.
Because smiling is fun
- E.
Because you are having a bad day
Correct Answer
B. Because the person on the other end of the line can tell that you are smilingExplanation
When you smile while answering a phone call, the person on the other end of the line can hear the smile in your voice. Smiling affects the tone and quality of your voice, making it sound more friendly and approachable. It creates a positive and welcoming impression, which can help in building rapport and establishing a positive connection with the caller.Rate this question:
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- 11.
Which of the following is NOT a key element of effective customer service?
- A.
Active listening and empathy
- B.
Prompt and efficient problem-solving
- C.
Apathy towards customer concerns
- D.
Clear and concise communication
Correct Answer
C. Apathy towards customer concernsExplanation
Effective customer service relies on demonstrating genuine care and concern for the customer's needs and issues. Apathy, or indifference, towards customer concerns creates a negative experience and can damage the customer-business relationship. Active listening, empathy, prompt problem-solving, and clear communication are essential components of positive customer service interactions.Rate this question:
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- 12.
What is the maximum amout of times that the phone should ring before being answered?
- A.
1
- B.
2
- C.
3
- D.
4
Correct Answer
B. 2Explanation
The maximum amount of times that the phone should ring before being answered is 2. This means that the caller should wait for the phone to ring twice before someone answers the call.Rate this question:
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Current Version
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Oct 04, 2024Quiz Edited by
ProProfs Editorial Team -
Apr 05, 2014Quiz Created by
Ljonespal
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