General MCQ for Customer Service

1. Which is not an example of active listening?

2. An organization's employees, management, board members are what kind of customer?

3. When you can't provide a customer with an immediate solution, what should your next step be?

4. If a customer does not say 'thank you' you should:

5. True or False: Inclusion of your name is not a necessary in greeting a customer.

6. What is an acceptable amount of time lapsed to greet a customer?

7. Customers who complain want . . .

8. A good customer service representative:

9. Which is one way to calm down an angry customer?

10. When a customer is talking a lot you should:

11. CRM stands for:

12. How do complaints affect a company?

13. Which is not part of active listening?

14. Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.

15. The key to customer service is to __________.

16. What are the two factors to consider when Creating Customer Service Strategy?

17. What is meant by taking a top down approach to creating a strategy?

18. What is the importance of customer oriented goodwill?

19. Why is it important to pace your tone on the phone with the other person?

20. Which of the following would be a measurable aspect of customer service?

21. A customer writes to you with the intention to buy a certain kind of a product without being able to decide which one. What should your reply to them contain?

22. Consider the sentence given below and select the option that best answers it. When providing customer service, it is important to remember that each customer is different and has to be treated differently.

23. In order to provide the best customer service on the internet, you should make the effort of knowing your customer, including all their past dealings and interactions with you.

24. Between replying to a customer query immediately without any concrete solution and replying to a customer query with some delay but with a concrete solution, which one is more likely to make the customer happy with your service?

25. Providing customer service on the internet is different from providing customer service on the phone. Which of the following is/are true about providing customer service on the internet?

26. Suppose that you have a customer who has unrealistic expectations regarding the time by which you can deliver your service. What is the best way to deal with them?

27. You promise a customer to get back to them with a solution to their problem within two days. The deadline is over but you still don't have a solution. What should you do?

28. Which of the following are mistakes to avoid when communicating with a customer over email?

29. The objectives of customer relationship management are all of the following EXCEPT:

30. Why is it important to have fast response times to customer queries/complaints?

31. Which of the following is true about customer relationship management?

32. Knowing what your customers need is important because you can't sell what people don't need.

33. When dealing with an angry customer over email, what are the things you must avoid to prevent the situation from becoming worse?

34. Which of the following are ways to build a great relationship with a customer?

35. Once you have resolved a customer's complaint, you should follow it up with the customer after a few days.

36. Suppose that you run into an indecisive customer – one that has asked you a number of questions regarding your product but can still not seem to make a decision. What should you do?

37. Which of the following are things that can help build a great relationship with the customers?

38. A customer does something in violation of your company policies. What is the one thing you should NOT do when interacting with them?

39. If you do not have the authority or the information needed to resolve a customer's complaint, you should:

40. It is not what you say but how you say it that matters when you are dealing with an agitated customer.

41. The costs of failing to meet a customer's needs include:

42. Good customer service is about all of the following EXCEPT:

43. Which of the following help gauge the needs of the customers?

44. How can email interactions with customers be made good?

45. To provide good customer service, you need to:

46. If a customer insists that you offer them a discount even though there is no ongoing promotion, you should:

47. A customer contacts you insisting on a quick resolution of their problem. You need to gather some information to offer them a satisfactory solution. What would be the best way to deal with the situation?

48. When providing customer service on the internet, you need to make sure that:

49. At which stage is it important for a business to keep track of what its customers need?

50. Which of the following are things you should never say to an upset customer?

51. How would you deal with a customer who is unhappy because of their own fault but insists that you solve the problem to their satisfaction?

52. Which of the following responses can have a negative impact on an angry customer?

53. What is the desirable response time when replying to a customer over email?

54. All of the following are essential elements of meeting customer expectations EXCEPT:

55. Consider the following statement and select the correct answer option.The first step in exceeding your customer's expectations is to know those expectations.

56. If there is no option but to keep a customer waiting while you try to resolve their complaint, you should:

57. How can you add the personal touch of a phone interaction to an email exchange with a customer?

58. You should say “Thank You” to a customer who gives you:

59. Which of the following would be the best thing to say to an irate customer?

60. Select the better of the two replies to a customer who wants to buy a product that is out of stock.

61. Which of the following is true?

62. Identifying and meeting customers’ needs helps:

63. The benefits of providing awesome customer service include all of the following EXCEPT:

64. All of the following are pitfalls to avoid EXCEPT:

65. How important is voice and tone in a customer service email?

66. Suppose that a customer wrote to you requesting for more information on a product/service. What should your reply ideally be like?

67. If a customer gets in touch with you with a problem but fails to describe it, you should:

68. Consider the following statement and select the best answer option. The best way to find out customers’ expectations is to ask them what their expectations are.

69. When a customer writes to you requesting information on a product/service, you should:

70. When responding to a first-time complaint from a customer, you should do all of the following EXCEPT:

71. Effective customer relationship management involves all of the following EXCEPT:

72. Customer complaints are gaps between what the customers expect and what a business is able to deliver them.

73. When dealing with an unhappy customer, you should do all of the following EXCEPT:

74. All of the following statements about customer needs are true EXCEPT:

75. Are complaining customers good for the business? Why or why not?

76. Which of the following is/are true regarding Customer Relationship Management?

77. You have a very informative FAQ page on your website, but a customer still sends you a mail with a lot of questions. You should do all of the following EXCEPT:

78. When dealing with an angry customer:

79. Asking an unhappy customer not to leave a negative review on social media can be counterproductive as it may make them think you care less about them and more about your public image.

80. If you fail to honor your commitment to a customer, you should do all of the following EXCEPT:

81. An unhappy customer wants to cancel their subscription of your services. What should you do?

82. What would a monotone and flat voice indicate to a customer?

83. How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

84. What is the advantage of email based customer service?

85. What is the primary purpose of setting goals of customer service?

86. What is a continuous improvement plan?

87. What is meant by a 'hard no'?

88. What should be the first thing to be done in problem solving?

89. What would be the two needs of a customer when visiting a theme park?

90. Which of the following is an example of a care token?

91. How can a company's online ordering process be made more customer friendly?

92. Why is giving a customer the required information considered good customer service?

93. Why should a firm say they are sorry even if they feel the customer is wrong?

94. What would be the best way to handle an email inquiry?

95. What is the disadvantage of email based customer service?

96. What does a customer with a problem expect from a customer service representative?

97. Which of the following would be the best way to offer customer service online?

98. What should be done at the end of a phone call with a customer after resolving an issue they had?

99. What final step can be taken to put your firm's customer service above that of all others?

100. What should be the ultimate goal of problem solving with the customer?

101. What is the first step in dealing with a customer when he/she is irate?

102. Why do the customers' needs change according to the nature of the situation?

103. What should be said to a customer when putting them on hold?

104. What should the customer service representative do when a customer is yelling?

105. How important is it for the top management to be involved in Creating Customer Service Strategy?

106. What is meant by 'data mining'?

107. Where should firms start while working on a strategy for customer service?

108. What is the importance of consistency while offering customer service to different people?

109. What does CRM software allow a company to do?

110. How important is the tone of voice when talking to someone on the phone?

111. Why do customers feel the need of some control in working to resolve an issue with a company?

112. How should a customer service representative determine what avenues to pursue to make a customer happy?

113. How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

114. Which of the following would be considered going the extra mile in resolving a past customer service issue?

115. What is a data warehouse?

116. What is the purpose of FAQ's (frequently asked questions)?

117. How should a customer service strategy plan be distributed to the employees?

118. What would perfect customer relationship management entail?

119. What general rules does phone etiquette require customer service representatives to follow?

120. What is the first step in mollifying a customer who has received bad service?

121. What should be done with an irate customer after they have vented out and explained their situation?

122. Why would a company want to know the profitability and sales history of customers?

123. What is customer profiling?

124. What approach should a firm take when they need to say 'no' to a customer?

125. Which of the following would a customer not expect from a customer service agent?

126. What would be a good opening line in replying to an irate customer's email?

127. Which of the following is a customer need?

128. What is meant by inflection?

129. Which of the following will be a potential segmenting factor for the customers?

130. What is meant by a 'care token'?

131. Which statement is true for a B-tree?

132. A customer calls in and you need to transfer them to sales. What's the best way to do this:

133. Why is customer feedback important?

134. A few elements of customer service are: