General Customer Service MCQs

1. When a new customer arrives at your business, what should you do first?

2. Which is not an example of active listening?

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

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

5. Which of these words/phrases would not be taken too positively by customers?

6. Which of these should you refrain from doing when addressing a customer complaint?

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

8. As a customer service representative you should:

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

10. Customer complaints can be a positive resource for a company because...

11. The appearance of a Customer Service Representative should not include

12. The most important skill in customer service is:

13. When a caller immediately asks for a supervisor, you should:

14. Customer service refers to a company's _______ interactions.

15. While an angry customer confronts you, remember not to

16. If you are unable to quickly solve a problem you should:

17. If a customer relays expectations set up by a false promise made by a sales rep, you should...

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

19. While obtaining a request from a customer, which is suggested?

20. What is a call center?

21. Which of these is NOT a key element to good customer service?

22. An effective way to approach a problem is:

23. After recognizing you have made a mistake, which is the best course of action?

24. When dealing with customers who are more knowledgeable in Technology and use jargon, what is the best way to interact with them?

25. When should you escalate a situation to a manager?

26. The best way to calm an irate customer is to...

27. The most _________ service agents on the team tend to get the best reviews from customers.

28. When a customer asks a lot of questions and takes up a lot of time, it is best to

29. What does the phrase 'Killing them with kindness' mean?

30. While greeting a customer, it is best to

31. Which customer segment will trust your company more?

32. What is an effective strategy to deal with difficult customers?

33. Which is the best way to uncover customer needs?

34. Customers who complain want . . .

35. A good customer service representative:

36. When meeting a customer at your place of business you should:

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

38. When you are asked a question you don't know the answer, which is the best response?

39. When faced with a disgruntled customer, which is NOT recommended?

40. A father walks in with his two girls. you see one of the girls age 7 picks up a product and put it in her pocket, the father is unaware. What do you do?

41. When attempting to convince a potential customer to buy a product, what is the most important thing to be kept in mind?

42. When you make a mistake as a customer service representative you should:

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

44. When transferring a customer to another agent, you _____ stay on the line until the new agent has picked up the phone.

45. A customer is having trouble following your instructions. You should:

46. You should take notes when fielding a customer complaint.

47. True or false? Smiling into the phone can give your voice a more positive inflection.

48. Which of the following traits is NOT useful for customer service?

49. An important task should be to

50. When face to face with an angry customer, you should:

51. Why is eye contact important?

52. What can you do when a customer is not getting to the point?

53. Which is the BEST way to put a caller on hold?

54. Whether giving customer service in person or over the phone, one of the primary qualities you must have is:

55. The first person a customer encounters can be considered the 'face of the company'

56. Why do most companies have a customer service department?

57. You should avoid raising your voice to customers. True or False

58. Never pay attention to the customer when conversing

59. Obtaining regular feedback can

60. True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.

61. True or false? Smiling while on the phone can positively affect the impression a service provider makes.

62. What should you do if a customer does not understand your point?

63. When a customer expresses a complaint what should you do?

64. CRM stands for:

65. You should never apologise to a customer. True or False

66. Positive body language can improve communication.

67. A caller can tell you are sincere by your tone and pitch.

68. Customers generally appreciate follow-up communication after a customer service call.

69. What must happen after making a promise to a customer?

70. You should give a customer _______ to solve a problem.

71. What does providing outstanding customer service mean?

72. The hostess at a restaurant is an example of _________.

73. How do complaints affect a company?

74. Is the customer always right?

75. If your company consistently takes a long time to answer support calls, the customer gets the impression...

76. A customer asks you about a product that might be in your store. You know very little about it. What do you do?

77. When should you apologize to an angry customer?

78. The goodbye greeting is important because it

79. Which is not part of active listening?

80. What is active listening?

81. When a customer asks in person where something is, it is best to...

82. If it becomes necessary to put a customer on hold,

83. Why is the lifetime value of the customer so important?

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

85. Upset customers tend to calm down if you _________.

86. The key to customer service is to __________.

87. A sales team and a customer service team should be _______.

88. If a customer calls with a technical problem, what should be your first action to address the issue?

89. As a speaker, one of your jobs is to:

90. It is important for a customer service representative to:

91. When assisting an angry customer, you should always:

92. What is the lifetime value of a customer?

93. Which of the following is an example of reactive customer service?

94. What is the definition of a truly customer service oriented company?

95. Generally speaking, a customer service representative should start a conversation with _________.

96. You work for a furniture company and a customer calls asking what finishes you offer. You list them to the customer. The customer then asks 'don't you also offer ____?' you aren't sure so you.......

97. You receive a call from a customer asking if they order has been shipped. You.....

98. A customer phones in to check on the progress of a loan they have applied for. You can't seem to get an answer for them right away. You....

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

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

101. What is the importance of customer oriented goodwill?

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

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

104. 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?

105. 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.

106. 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.

107. 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?

108. 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?

109. 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?

110. 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?

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

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

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

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

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

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

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

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

119. 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?

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

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

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

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

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

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

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

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

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

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

130. 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?

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

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

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

134. 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?

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

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

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

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

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

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

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

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

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

144. Which of the following is true?

145. Identifying and meeting customers’ needs helps:

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

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

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

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

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

151. 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.

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

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

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

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

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

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

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

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

160. 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:

161. When dealing with an angry customer:

162. 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.

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

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

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

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

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

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

169. What is a continuous improvement plan?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

189. What is meant by 'data mining'?

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

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

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

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

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

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

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

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

198. What is a data warehouse?

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

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

201. What would perfect customer relationship management entail?

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

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

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

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

206. What is customer profiling?

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

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

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

210. Which of the following is a customer need?

211. What is meant by inflection?

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

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

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

215. In order to resolve a problem with the customer you must:

216. Customer loyalty is the key objective of:

217. A company has been sending representatives to rural locations for several years to discuss issues with their clients, These clients like 'Face to Face' interactions. What can be done to lower costs (check all that apply)

218. What is a service oriented company?

219. What is an example of a 'soft skill'? (select all that apply)

220. You found yourself dealing with an angry customer and it seems they've called into the company before. What are some of the best statements to express: (check all that apply)

221. The grandchildren of an elderly lady arrive at the airport to discover that the grandma's connecting flight had been cancelled. They didn't know where their grandma could be contacted:

222. A customer received a gift from a friend that was ordered online and wishes to order the return labels themselves. The general policy states that the gift giver is suppose to order these. What is the best response:

223. What are the benefits of using Facebook chat bots in customer service( check all that apply)

224. What are examples of gamification in customer service

225. It's the end of your shift and you've found yourself on the other end of a telephone call with an irate customer who called in to fix an issue on their account. How do you handle the call?

226. What are some best practices around social media and customer service:

227. Why is live chat an effective part of a customer service program?

228. You are about to go on vacation for a week and have outstanding service tickets that need attention. How do you handle this?

229. During a customer online chat, you discover that you've been 'trolled' and the customer is insulting both you and the company. What is the best way to deal with this person?

230. An influential twitter user tweeted publicly they weren't happy with the view from their hotel room. What is the best response:

231. What 2 elements are involved in CRM (Customer Relationship Management)?

232. What are the main benefits for leveraging online forums as part of your customer service program:

233. Good customer service results in: (check all that apply)

234. Why is good customer service important for companies?

235. Which of the following is an example of 'describing your actions' in a live chat with a customer (check all that apply)

236. What are general marketing techniques for social media? (check any that apply)

237. What are the components of a good customer service strategy

238. Which is an example of positive language?

239. Communication skills include:

240. What are some of the key questions to have in mind when trying to identify a problem that might not be obvious when the customer calls in:

241. After a recent flight, a customer tweets out that the handle on their suitcase was broken in the baggage handling process. What are two pro-active steps that can be done? (Check all that apply):

242. A customer of an eCommerce clothing store with retail locations has called in about a rush order for a sweater they cannot find online. What is the best option to provide a positive customer experience:

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

244. What is customer motivation?

245. A customer has a question that you do not know the answer to. What step should you take?

246. Recently, there has been a high call volume around the issue of setting up email addresses.Your manager is asking for input for better processes and a decrease call volume (Check all that apply):

247. Identify the statement that reflects the use of positive language in interacting with the customer around product availability and shipping:

248. Active listening skills include: (mark all that apply)

249. Why is customer feedback important?

250. A colleague promised a customer that the company would explore a feature recommendation. What is the most appropriate response:

251. What is customer strategy?

252. What is a care token?

253. Can Instagram be used for customer service purposes

254. Your role is to handle questions related to products, you receive a billing inquiry:

255. A few elements of customer service are:

256. What is the #1 thing customers want when using social media?

257. Page Design and the layout design process for the arrangement of text and graphics elements on the page can be included in which of the following? (choose all that apply)

258. Select the statement or statements that are True:

259. Your employer explains that several tasks that your coworkers used to perform for customers will now be part of your duties. How should you proceed?

260. A customer speaks with a heavy accent that you are having a hard time understanding. Choose the best option available:

261. A customer calls you with a problem, but you're having a hard time understanding the exact issue because they don't use the same jargon you do at your company. What is the best way to narrow down the problem to better identify it?

262. Companies need to view their Customer Service Departments as a:

263. You are helping an elderly client face-to-face, and they are very hard of hearing. What is the best way to speak to them?

264. You've just finished helping a customer with a complicated request when they ask you to help them with another request that is not part of your normal duties. How should you proceed?

265. Your supervisor surprises you with an additional project for a client that is urgent. How should you react?

266. Once you've implemented a solution for a client's problem, what is the best next step?

267. Your client complains to your supervisor that you are difficult to work with, then comes to talk to you about it. What is the best response?

268. Which are examples of Intelligent Assistants?

269. What is the first step in understanding the changing needs of your customers over time?

270. A client asks you when a new service will be available. Choose the best example of positive language to use when giving them the answer:

271. Two customers are talking to you at the same time, making it impossible for you to help either of them. What is your best course of action?

272. A regular client asks you to bend the rules for them, making an exception because of their loyalty to your business. What is the best way to defuse the situation?

273. You are speaking with a customer who has a limited vocabulary and seems confused by some of the words you use. You should:

274. Once you have identified a problem faced by a customer, which of the following is the best next step?

275. A customer asks you how your day is going. How should you reply?

276. Customer's touchpoints include:  (check all that apply)Note: There may be more than one right answer.

277. Select the phrase or phrases that display negative language: Note: There may be more than one right answer.

278. Select the following true statements: Note: There may be more than one right answer.

279. You have been left alone to handle the office for a short time. A customer comes in and asks you to do something for them that you're not sure how to do. You should:

280. After giving a long, detailed explanation to a client, they tell you that they couldn't understand you. What is the correct response?

281. You are at the front desk and swamped with customers demanding your attention and help. Several of them are talking to you at the same time. What is your best course of action?

282. A customer is being verbally abusive to you and is not responding when you ask him to stop. What should your next step be?

283. Your client comes to you with a problem you've seen before. You understand its cause and what effects their particular issue can have. Which of the following decisions are the next best step?

284. Pick the the statement that best applies to the customer service experience:

285. A client asks for help and the solution you're trained to use doesn't help. What is the best way forward?

286. Reviewing training opportunities with a user normally occurs ____.

287. The three prescriptions of a presentation strategy are ________.

288. Experienced technology users who need information on advanced topics are likely to need a ____.