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Basic Customer Service MCQ

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

Reference manual

Technical accuracy

Narrative passage

Compound sentence

Answer

Correct Answer: Reference manual

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

Discovering problems, solutions, and sales opportunities than an individual salesperson could discover working alone

Altering sales behaviors to improve communication with the customer.

Making a favorable first impression, getting the prospect's attention, and transitioning to need identification.

Establish objectives, develop a presale presentation plan to meet the objectives, and renew everyone's commitment to provide outstanding customer service

Answer

Correct Answer: Establish objectives, develop a presale presentation plan to meet the objectives, and renew everyone's commitment to provide outstanding customer service

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

During an installation wrap-up

Back up network server media

Vacuuming the inside of the case

Vacuuming printer dust inside the case

Answer

Correct Answer: During an installation wrap-up

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4. A client asks for help and the solution you are trained to use does not help. What is the best way forward?

Search for an alternative solution, polling coworkers, your supervisor, and by doing research on the internet.

Pass the client up the chain of command. Your supervisor will know what to do.

Suggest another employee might have the insight needed to assist the customer.

Give the client the number of another company that might have the solution.

Answer

Correct Answer: Search for an alternative solution, polling coworkers, your supervisor, and by doing research on the internet.

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

Providing good customer service is a continuous learning process.

Your duties to the customer are strictly defined by your employer.

You should never spend time researching how to meet new customer needs.

The customer is always right, with no exceptions.

Answer

Correct Answer: Providing good customer service is a continuous learning process.

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

Solving the problem the way you have before.

Doing some research to make sure your previous solutions will still work.

Decide between options using all of the resources available to you.

Ask a coworker to make the decision for you.

Both B & C

Answer

Correct Answer: Both B & C

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

Ask the customer to leave and to take their business elsewhere.

Politely excuse yourself and alert your supervisor to the situation, bringing them in to make sure the belligerent customer is handled correctly.

Respond to the customer with an equal level of anger.

Wait until the customer is done and call the police.

Answer

Correct Answer: Politely excuse yourself and alert your supervisor to the situation, bringing them in to make sure the belligerent customer is handled correctly.

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8. 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?

Try to get a word in edgewise and work through the backlog of customers as best you can.

Raise your voice without shouting, explaining that you're only one person and that you'll try to help everyone if they'll just act like adults.

Focus on one customer while ignoring the rest.

Politely explain that you're happy to help, but that you need to go get someone to handle the rush. Find a coworker or supervisor to assist you with the crowd.

Answer

Correct Answer: Politely explain that you're happy to help, but that you need to go get someone to handle the rush. Find a coworker or supervisor to assist you with the crowd.

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9. After giving a long, detailed explanation to a client, they tell you that they could not understand you. What is the correct response?

Tell them that they should have paid better attention when you spoke, as your time is valuable.

Ask them what part they didn't understand and repeat it.

Call in a supervisor to assist.

Apologize for the inconvenience, and explain everything again. Make sure to speak clearly and occasionally check with the client that they can understand you.

Answer

Correct Answer: Apologize for the inconvenience, and explain everything again. Make sure to speak clearly and occasionally check with the client that they can understand you.

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10. 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 are not sure how to do. You should:

Politely explain to the customer that you're unsure about the process, but if they will be patient with you, you'll do your best to help them with their problem.

Politely explain that you don't know how to do it and ask them to return later.

Make the customer wait and immediately call your supervisor for help.

Close the office until the rest of your coworkers return.

Answer

Correct Answer: Politely explain to the customer that you're unsure about the process, but if they will be patient with you, you'll do your best to help them with their problem.

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

Artificial Intelligence is an attempt to mimic humans.

Artificial Intelligence is emerging into the customer service industry.

Artificial Intelligence is not a significant concept.

None of the above

Answer

Correct Answer: Artificial Intelligence is an attempt to mimic humans.
Artificial Intelligence is emerging into the customer service industry.

Note: This question has more than 1 correct answers

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

Unfortunately we do not have that in stock

I can understand your frustration with this

As you know we are unable to order it at this time

All of the above

Answer

Correct Answer: Unfortunately we do not have that in stock
As you know we are unable to order it at this time

Note: This question has more than 1 correct answers

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

visiting your website

reading your company's ads

reading your company's reviews

contacting your customer service department

Answer

Correct Answer:

visiting your website

reading your company's ads

reading your company's reviews

contacting your customer service department

Note: This question has more than 1 correct answers

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

Have a conversation about it. You're both people, after all.

Politely explain that it's none of their business.

Tell them about the crazy guy who almost ran into your car at the stop light earlier, and how scared it made you!

Give a short, positive response before moving on and seeing to the needs of the customer.

Answer

Correct Answer: Give a short, positive response before moving on and seeing to the needs of the customer.

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

Fixing the problem the same way you always have.

Defining the specifics of the problem so you can manage its parts and understand its consequences.

Passing the customer along to tech support.

Writing a log of the situation so the problem won't happen again in the future.

Answer

Correct Answer: Defining the specifics of the problem so you can manage its parts and understand its consequences.

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16.
You are speaking with a customer who has a limited vocabulary and seems confused by some of the words you use. You should:

Continue to speak as you have been, and let them deal with it.

Try to gauge their vocabulary use and adjust the way you speak to match it and make yourself easier to understand.

Pass them off to a coworker.

Ask them what level of education they have and try to use that information to adjust your speech.

Answer

Correct Answer: Try to gauge their vocabulary use and adjust the way you speak to match it and make yourself easier to understand.

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17.
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?

Refuse the request and inform your supervisor.

Refuse the request and explain that you can no longer do business with them.

Refuse the request politely, explaining that you can't bend or break the rules for any client and that you appreciate their business. Afterward, inform your supervisor.

Refuse the request and let your coworkers know in case the customer decides to approach them to bend the rules.

Answer

Correct Answer: Refuse the request politely, explaining that you can't bend or break the rules for any client and that you appreciate their business. Afterward, inform your supervisor.

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18.
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?

Wait it out until they're done talking, then ask how you can help.

Ignore both of them if they're going to act like children.

Try to get their attention and signal that you'd like to speak. Politely explain that you'd be happy to help both of them but can only do so one at a time.

Call in a supervisor to assist you.

Answer

Correct Answer: Try to get their attention and signal that you'd like to speak. Politely explain that you'd be happy to help both of them but can only do so one at a time.

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19.
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:

“That service will be available early next month. I can take your information and add you to our mailing list so you'll be alerted when it's ready to go.”

“Sorry, we don't have a hard date for that. You'll have to check back later.”

“I have no idea, you can call back in a week or two.”

“It's not ready just yet, and there may be a waiting list when it does become available.”

Answer

Correct Answer: “That service will be available early next month. I can take your information and add you to our mailing list so you'll be alerted when it's ready to go.”

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20.
What is the first step in understanding the changing needs of your customers over time?

Ask your coworkers.

Read about your business or industry online.

Listen to your customers and ask questions about what they are looking for.

Request information on the topic from your employer.

Answer

Correct Answer: Listen to your customers and ask questions about what they are looking for.

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21.
Which are examples of Intelligent Assistants?

Voice mail

Siri

Google Now

All of the above

Answer

Correct Answer: Siri
Google Now

Note: This question has more than 1 correct answers

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22.
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?

Tell the client that you can find someone else to help them.

Apologize for any problem and be patient with the client, listening to their complaints and thanking them for their feedback.

Explain to the client that you've had a bad week.

Don't speak with the client. If they went to the supervisor, the problem is out of your hands.

Answer

Correct Answer: Apologize for any problem and be patient with the client, listening to their complaints and thanking them for their feedback.

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23.
Once you've implemented a solution for a client's problem, what is the best next step?

Examine the results to avoid repeating the problem in the future and monitoring the outcome to make sure your solution worked.

Nothing. You solved the problem.

Asking your coworkers whether they've encountered a similar problem before.

Identifying the cause of the problem.

Answer

Correct Answer: Examine the results to avoid repeating the problem in the future and monitoring the outcome to make sure your solution worked.
Asking your coworkers whether they've encountered a similar problem before.

Note: This question has more than 1 correct answers

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24.
Your supervisor surprises you with an additional project for a client that is urgent. How should you react?

Tell your supervisor that the extra work stresses you out, and that someone else might do a better job.

Ask a coworker to do the parts of the project you don't understand.

Poll your coworkers on what they would do on the project.

Ask questions that help you understand the specifics of the project and the needs of the client before starting your work on it.

Answer

Correct Answer: Ask questions that help you understand the specifics of the project and the needs of the client before starting your work on it.

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25.
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?

Explain to the client that you may not be the best person for the job.

Offer to help in any way you can, but explain that you may need some help of your own to do the job right the first time.

Politely refuse to help and send them to a coworker who is more knowledgeable.

Call in a supervisor to assist you.

Answer

Correct Answer: Offer to help in any way you can, but explain that you may need some help of your own to do the job right the first time.

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26.
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?

Raise your voice to just below a shout so you can be sure they hear you.

Require them to read questions you write down for them.Patiently explain that you will need to bring in someone who knows how to help them.

Speak slowly and enunciate your words clearly, keeping your voice just above normal speaking volume.

Patiently explain that you will need to bring in someone who knows how to help them.

Answer

Correct Answer: Speak slowly and enunciate your words clearly, keeping your voice just above normal speaking volume.

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27.
Companies need to view their Customer Service Departments as a:

cost center

sales center

management center

profit center

Answer

Correct Answer: profit center

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28.
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?

Ask the customer for specific technical details.

Call in a coworker to see if they understand what the customer is talking about.

Escalate the call to your supervisor.

Gather basic information about the problem, such as when it started, if it has happened before, and what effect it's having.

Answer

Correct Answer: Gather basic information about the problem, such as when it started, if it has happened before, and what effect it's having.

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29.
A customer speaks with a heavy accent that you are having a hard time understanding. Choose the best option available:

In a calm, kind voice, explain that you want to help the customer to the best of your ability, but that you're having a hard time understanding them. Apologize for the problem and ask if they might speak more slowly so you can be sure to get all the information you need.

Interrupt the customer and tell them that you have to find someone who can understand them.

Listen to the customer without interrupting and hope that you can put together what you need from the parts you can understand.

Put the customer on hold and call your supervisor to ask what you should do.

Answer

Correct Answer: In a calm, kind voice, explain that you want to help the customer to the best of your ability, but that you're having a hard time understanding them. Apologize for the problem and ask if they might speak more slowly so you can be sure to get all the information you need.

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30.
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?

Refuse, explaining that it's outside of your original job description.

Accept these new duties. They can't be that hard.

Complain to your coworkers about the increased workload.

Accept your new duties and ask your employer for resources to teach you how to best perform them for your clients and customers.

Answer

Correct Answer: Accept your new duties and ask your employer for resources to teach you how to best perform them for your clients and customers.

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31.
Select the statement or statements that are True:

Satisfied customers are loyal customers

Companies which focus on customer service have less employee turnover

Customer service increases revenue

There is no such thing as a loyal customer

Answer

Correct Answer: Satisfied customers are loyal customers
Companies which focus on customer service have less employee turnover
Customer service increases revenue

Note: This question has more than 1 correct answers

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32.
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)

The email subject line is too vague

The email line tells the customer that action is required

The email tells the customer the company appreciates their support

The email states the problem in the 1st line

The company can process the credit card without authorization

Answer

Correct Answer: The email states the problem in the 1st line
The company can process the credit card without authorization

Note: This question has more than 1 correct answers

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33.

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

A platform to complain about their experience

Customers rarely use social media

They feel they will get a better deal

A quick response to their problem

Answer

Correct Answer: A quick response to their problem

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34.

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

Advise the customer they will have to call back and speak to accounting

Transfer to Marianne in accounting whose role is to discuss billing arrangements with customers

Quickly look at the customers billing information and advise them of the payment date

Try and explain the payment details to the customer

Take the credit card information from the customer

Answer

Correct Answer: Transfer to Marianne in accounting whose role is to discuss billing arrangements with customers

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35.

Can Instagram be used for customer service purposes

There isn't a direct message option on instagram

What are you going to do? Take a picture of yourself?

Your company is already using the instagram "contact us" button as a way for customers to directly get in contact with your customer service team

Instagram is an excellent marketing tool but not a customer service channel

The only way to do customer service is to scour the comments section on instagram

Answer

Correct Answer: Your company is already using the instagram "contact us" button as a way for customers to directly get in contact with your customer service team

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36.

What is a care token?

A gesture made by the company after the customer has had a bad experience

A gift bag given to all new customers

A bonus given by the company to their employees

None of the above

Answer

Correct Answer: A gesture made by the company after the customer has had a bad experience

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37.

What is customer strategy?

A career path for Customer Service Representatives

A product development plan

A plan to acquire and retain customers

A plan used by the company for unhappy customers

Answer

Correct Answer: A plan to acquire and retain customers

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38.

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

For sure! We'll get our engineering team right on it

I'ts an awesome idea. We should have you Skype with our product manager

Thanks for the idea but you're the 100th person in line for a conversation with the founder of the company

We appreciate the fact that you took the time to submit the feature request. We unfortunately can't execute on it at this time. We do have some exciting things lined up this year though and will keep you posted.

Can we send you an Non Disclosure Agreement (NDA) to discuss the feature request ?

Answer

Correct Answer: We appreciate the fact that you took the time to submit the feature request. We unfortunately can't execute on it at this time. We do have some exciting things lined up this year though and will keep you posted.

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39.

Active listening skills include: (mark all that apply)

Respond appropriately

Reflect what the customer is saying

Put aside distracting thoughts

Show the customer that you are listening

Answer

Correct Answer: Respond appropriately
Reflect what the customer is saying
Put aside distracting thoughts

Note: This question has more than 1 correct answers

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40.

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

I can't get you that product until 3 weeks from now; its on back-order and unavailable at this time

We can't guarantee you that you'll get the product this month

That product will actually be available within the next 3 weeks. I can place the order for you and make sure that it is delievered rush order to you as soon as it reaches our distribution center!

We can't give you an exact date as to when it will reach our distribution center

We can't recommend another retailer

Answer

Correct Answer: That product will actually be available within the next 3 weeks. I can place the order for you and make sure that it is delievered rush order to you as soon as it reaches our distribution center!

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41.

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):

Create a blog post and share it on social media

Offer the chance for customers to participate in a webinar

Review the onboarding process of new customers

Take an extra 10 minutes on the phone with customers to explain the process

A,B,C

Answer

Correct Answer: A,B,C

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42.

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

Tell the customer you will find the answer for him/her

Transfer the customer along to someone you feel will have the answer

Tell the customer you will call them back

None of the above

Answer

Correct Answer: Tell the customer you will find the answer for him/her

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43.

What is customer motivation?

Discounts offered by the company

The first impression a customer has of the company or service

The customer's need to feel special

The reason people choose to buy certain products or services

Answer

Correct Answer: The reason people choose to buy certain products or services

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44.

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:

Advise them that its first come, first serve

Ask the customer to hold and advise them you will try to locate a store that has the item in the system

Ask the customer to hold and hope they go away

Advise them that you have found an item that matches in size but not in the right colour

Tell the customer to google map the different locations and hope for the best

Answer

Correct Answer: Ask the customer to hold and advise them you will try to locate a store that has the item in the system

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45.

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):

Publically Tweet back that they're out of luck. The airline doesn't cover the damage

Request the customer follow you on twitter, DM with instructions on where to find the claim form and advise its a 2 week process

Publically tweet back with the 800# and tell them to call baggage claims

DM advising the client that the airline would be more than happy to provide a voucher for a new suitecase

B & D

Answer

Correct Answer: B & D

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46.

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:

What is the customer calling about

Is there a known issue that other customers have also called in to discuss

What is the customer hoping that the company can improve on

Is there a potential issue on the customer side that the company may not be able to address

all of the above

Answer

Correct Answer: all of the above

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47.

Communication skills include:

friendliness

team building

empathy

all of the above

Answer

Correct Answer: all of the above

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48.

Which is an example of positive language?

"I'm not sure about that"

"That is out of my control"

"Let me try to find out for you"

"I will get an answer for you and call you back within the hour"

Answer

Correct Answer: "I will get an answer for you and call you back within the hour"

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49.

What are the components of a good customer service strategy

online forums and Knowledge Base

email and telephone service

live chat

social media

all of the above

Answer

Correct Answer: all of the above

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50.

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

Keeping up to current trends

Changing the game

Learning from other successful marketers

All of the Above

Answer

Correct Answer: Learning from other successful marketers
All of the Above

Note: This question has more than 1 correct answers

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51.

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

Please hold while I look into that issue

Just a moment and I will get that information for you

Telling the customer to hold

I'm now going to transfer you to technical support

Closing the chatbox without warning

Answer

Correct Answer: Please hold while I look into that issue
Just a moment and I will get that information for you
I'm now going to transfer you to technical support

Note: This question has more than 1 correct answers

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52.

Why is good customer service important for companies?

All companies have good customer service departments

It makes the company stand out against its competition

People want to buy from all companies

People want to buy the cheapest product, no matter what the customer service is like

Answer

Correct Answer: It makes the company stand out against its competition

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53.

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

Increased sales

Customer loyalty

Better benefits

Word of mouth advertising

Answer

Correct Answer: Increased sales
Customer loyalty
Word of mouth advertising

Note: This question has more than 1 correct answers

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54.

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

Customers are able to comment or answer questions together in a community and this reduces support costs

Detailed answered don't need to be recreated each time, you can simply reference the response in the online forum

It's another way to boost Search Engine Optomisation (SEO) for support issues

customers become brand advocates and potentially bring new customers to the company through word of mouth (WOM)

all of the above

Answer

Correct Answer: all of the above

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55.

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

Organizing customer data

Strategically applying customer data

Creating team building exercises within the department

Using data to determine promotions within the company

Answer

Correct Answer: Organizing customer data
Strategically applying customer data

Note: This question has more than 1 correct answers

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56.

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

You tweet back that there are no other rooms available

Direct message them a coupon for their next visit

Delete the conversion from your twitter stream

Reach out to the hotel staff and arrange for a new room and a tray of assorted snacks with a thank you note

Advise that only American Express gold card members have this option available.

Answer

Correct Answer: Reach out to the hotel staff and arrange for a new room and a tray of assorted snacks with a thank you note

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57.

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?

Try and regain control of the conversation and answer their questions

Type back: "How dare you insult me and the company, screw you!"

Kindly thank them for their time and suggest they can always contact the company again when they have questions

Esculate the chat to a senior manager who can address the concerns of the customer

Match the tone of the person trolling the company

Answer

Correct Answer: Kindly thank them for their time and suggest they can always contact the company again when they have questions

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58.

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

You'll get to the support tickets after you get back from vacation

You quickly send a message to your manager via internal chat saying "have a great week"

Flag the support tickets and alert the appropiate team members by email

Create an auto-responder email saying you are on vacation

Wcomments on each ticket that there are delays

Answer

Correct Answer: Flag the support tickets and alert the appropiate team members by email

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59.

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

Cuts down on the number of customer service tickets

It deals with customer service problems in real-time

It means less customers calling into a call centre

its a simple click of a button for customers to talk to customer service

All of the above

Answer

Correct Answer: All of the above

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60.

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

Decide on a primary social media channel

Ensure that the profile indicates the hours of operation

Make sure to be monitoring all the other social media in case customers decide to communicate about the company

Ensure that social media posts include at least the Initials of the sender for tracking purposes

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

61.

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?

You apologize on behalf of the company

You show a level of empathy so the customer feels like they're being listened to

Accept that the responsibility falls on the company to attempt to solve the issue

Even though its late, you know that you can speak to the right department to get the request in to fix the issue

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

62.

What are examples of gamification in customer service

Leaving a comment on their forum post

Voting up their forum post and showing the number of votes

Awarding badge icons based on the number of questions answered such as levels 1-9

A progress bar on completing a forum post

B,C,D

Answer

Correct Answer: B,C,D

Note: This Question is unanswered, help us to find answer for this one

63.

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

It's an easy way to access customers already on Facebook

Facebook chat bots hold the data from previous conversations to create an automated knowledge base

It means less repetition Simce you can program chat bots to take the less complicated questions

A & B

All of the above

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

64.

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:

Unfortunately we can't make expections

Request the customer to write an email explaining the details of the situation.

Tell the customer to get in touch with the person that sent them the gift

You clarify with your manager and get the exception ensuring a positive customer experience .

Get the customers email address and send a 20% coupon

Answer

Correct Answer: You clarify with your manager and get the exception ensuring a positive customer experience .

Note: This Question is unanswered, help us to find answer for this one

65.

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:

Advise the grandchildren that under federal law that information could not be disclosed.

Advise them that it would be next to impossible to find their grandma in the system

Give them a list of airport codes and get them to look up the service desk numbers individually.

Offer to call the service desk in the city where the connecting flight was suppose to occur and work with that team to find the grandma and update the family on the situation

Advise you could find the city location but don't have time to call the service desk

Answer

Correct Answer: Offer to call the service desk in the city where the connecting flight was suppose to occur and work with that team to find the grandma and update the family on the situation

Note: This Question is unanswered, help us to find answer for this one

66.

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)

"I imagine this must've been very upsetting"

"I'm Sorry" or "I'd like to apologize on behalf of the company"

"If you can just stay on the line, I'll have a review of the file and see if we can't do something about this tonight"

"Now that we solved the problem, is there anything else that we can do for you"?

Just because your angry doesn't mean you can dump on me"

Answer

Correct Answer: "I imagine this must've been very upsetting"
"I'm Sorry" or "I'd like to apologize on behalf of the company"
"If you can just stay on the line, I'll have a review of the file and see if we can't do something about this tonight"
"Now that we solved the problem, is there anything else that we can do for you"?

Note: This question has more than 1 correct answers

Note: This Question is unanswered, help us to find answer for this one

67.

What is an example of a "soft skill"? (select all that apply)

creative thinking

web design

teamwork

time management

Answer

Correct Answer: creative thinking
teamwork
time management

Note: This question has more than 1 correct answers

Note: This Question is unanswered, help us to find answer for this one

68.

What is a service oriented company?

A company which hires only employees with customer service experience

All employees are required to take a pre-employment customer service exam

All departments within the company address customer service

All of the above

Answer

Correct Answer: All departments within the company address customer service

Note: This Question is unanswered, help us to find answer for this one

69.

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)

Set up a telephone hotline

Provide webcams or provide a laptop with video capabilities

Pay for an unlimited bandwith internet package to ensure the client can contact the company at any time

Fly the customers to the regional office for quarterly meetings

Tell those customers to find another company to deal with

Answer

Correct Answer: Provide webcams or provide a laptop with video capabilities
Pay for an unlimited bandwith internet package to ensure the client can contact the company at any time

Note: This question has more than 1 correct answers

Note: This Question is unanswered, help us to find answer for this one

70.

Customer loyalty is the key objective of:

CRM (Customer Relationship Management)

Overall success of the customer service team

There is no such thing as customer loyalty

Personal customer service

Answer

Correct Answer: CRM (Customer Relationship Management)

Note: This Question is unanswered, help us to find answer for this one

71.

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

Work together to come up with a solution

Ask questions to find out the nature of the problem

Listen to the customer explain their problem

Ask them if they want to speak to a supervisor

Answer

Correct Answer: Work together to come up with a solution
Ask questions to find out the nature of the problem
Listen to the customer explain their problem

Note: This question has more than 1 correct answers

Note: This Question is unanswered, help us to find answer for this one

72. 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....

Say to the customer

You asked if there was a number where they can be reached as soon as you can get an update and you will call them back as quickly as possible.

You tell the customer that you don't know but you are sure someone will call them as soon as it has been approved.

You tell the customer you don't know and they should call back again tomorrow.

Answer

Correct Answer: Say to the customer

Note: This Question is unanswered, help us to find answer for this one

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

You tell them to hold on just a minute while you check.

Ask if they would mind being placed on hold while you checked.

You place them on hold while you check.

You say "hold on"

Answer

Correct Answer: Ask if they would mind being placed on hold while you checked.

Note: This Question is unanswered, help us to find answer for this one

74. 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 "do not you also offer ____?" you are not sure so you.......

You tell them you don't think so and don't take time to check so you can move on to the next call.

Ask them to hold one moment while you double check.

You yell over to the next cubicle and ask that person if the company offers that finish.

You tell them that you indeed offer that even though you aren't sure but you believe it is correct..

Answer

Correct Answer: Ask them to hold one moment while you double check.

Note: This Question is unanswered, help us to find answer for this one

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

evaluative questions

elaborative questions

analytic questions

elementary questions

Answer

Correct Answer: elementary questions

Note: This Question is unanswered, help us to find answer for this one

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

the customer service department addresses complaints with a 98%+ satisfaction rate

the company assigns a dedicated service rep to each individual customer

the company gives reimbursements even in cases where the issue was solved

customer service is addressed by every department

Answer

Correct Answer: customer service is addressed by every department

Note: This Question is unanswered, help us to find answer for this one

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

Sending a customer a promotional email

Getting the customer to purchase more items after the issue is resolved

Persuading a customer into making a referral

Replacing a malfunctioning product

Answer

Correct Answer: Replacing a malfunctioning product

Note: This Question is unanswered, help us to find answer for this one

78. What is the lifetime value of a customer?

A prediction of the referrals a loyal customer will generate

None of these

A prediction of the overall positive feeling a happy customer can bring to a business

A prediction of the net profit a customer relationship will provide over time

Answer

Correct Answer: A prediction of the net profit a customer relationship will provide over time

Note: This Question is unanswered, help us to find answer for this one

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

Ask the customer to assist in creating a solution

Tell the customer you will ask someone what can be done

Tell the customer what the solution is

Answer

Correct Answer: Ask the customer to assist in creating a solution

Note: This Question is unanswered, help us to find answer for this one

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

be neutral emotionally

be as informal as possible

reflect their company's culture

be as formal as possible

Answer

Correct Answer: reflect their company's culture

Note: This Question is unanswered, help us to find answer for this one

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

Project confidence (even bravado) to control the topic of conversation

Ensure listener understanding

Divert attention from customer's skepticism so they don't talk themselves out of a purchase

Always get the last word on a topic

Answer

Correct Answer: Ensure listener understanding

Note: This Question is unanswered, help us to find answer for this one

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

Ask initial questions designed to assess their level of technical competency

Ask them to put the most technologically inclined member of the household on the phone

Ask them what they think is the cause of the problem

Ask them to visit your help documentation online to follow along with the solution

Answer

Correct Answer: Ask initial questions designed to assess their level of technical competency

Note: This Question is unanswered, help us to find answer for this one

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

closely tied together

clearly seperated

one team performing both services

Answer

Correct Answer: closely tied together

Note: This Question is unanswered, help us to find answer for this one

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

offer a sincere apology

let them know they're not alone with their product troubles

let them have their space

refer the issue to a higher authority

Answer

Correct Answer: offer a sincere apology

Note: This Question is unanswered, help us to find answer for this one

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

It estimates the number of sales per customer

It provides an exact dollar amount of sales

It estimates the profits made over the life of a customer

It estimates customer's yearly spending

Answer

Correct Answer: It estimates the profits made over the life of a customer

Note: This Question is unanswered, help us to find answer for this one

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

apologize for the delay upon returning, particularly if they are on hold for more than 60 seconds.

ask if it is OK prior to doing so.

provide an option for a call-back in lieu of placing them on hold if the anticipated hold time is expected to be lengthy (more than one to two minutes).

all of these

Answer

Correct Answer: all of these

Note: This Question is unanswered, help us to find answer for this one

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

Tell them in detail where it is

Take them to where it is

Provide the general area to find the item

Point to the location

Answer

Correct Answer: Take them to where it is

Note: This Question is unanswered, help us to find answer for this one

88. What is active listening?

None of these

It is when a telemarketer actively takes notes during a conversation

It is when the listener uses feedback to affirm that they are listening

It is when the listener gets a customer to do something in order to relax them

Answer

Correct Answer: It is when the listener uses feedback to affirm that they are listening

Note: This Question is unanswered, help us to find answer for this one

89. The goodbye greeting is important because it

Brings closure to the sale

Is expected

Is nice

Gives the last impression

Answer

Correct Answer: Gives the last impression

Note: This Question is unanswered, help us to find answer for this one

90. When should you apologize to an angry customer?

After you have listened to their complaint

As soon as you can tell that they are angry

After you personally have done something wrong

When they demand a manager

At the end of the call

Answer

Correct Answer: After you have listened to their complaint

Note: This Question is unanswered, help us to find answer for this one

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

Ignore the customer

Tell the customer you don't know anything about the product and that you will find the information they need for them.

Ask your supervisor what to do

Tell the customer that the product is sold out

Tell the customer about a similar product.

Answer

Correct Answer: Tell the customer you don't know anything about the product and that you will find the information they need for them.

Note: This Question is unanswered, help us to find answer for this one

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

your company must be huge and profitable, because it handles calls nonstop

you are working hard and will provide great support when their time comes

you are too busy to handle your business

This has no effect on customer mindset.

Answer

Correct Answer: you are too busy to handle your business

Note: This Question is unanswered, help us to find answer for this one

93. Is the customer always right?

true

false

Answer

Correct Answer: true

Note: This Question is unanswered, help us to find answer for this one

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

front line staff

internal customer support

an internal help desk

support staff

Answer

Correct Answer: front line staff

Note: This Question is unanswered, help us to find answer for this one

95. What does providing outstanding customer service mean?

Going above and beyond expectations

Following your company's customer service guidelines

Successfully completing your job duties

Acting as a classic Customer Service Representative

Answer

Correct Answer: Going above and beyond expectations

Note: This Question is unanswered, help us to find answer for this one

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

an automated machine

None of these

a directive

options

Answer

Correct Answer: options

Note: This Question is unanswered, help us to find answer for this one

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

Confirm your promise with the customer

Nothing, no need to actually follow through

Deliver on the promise

Provide information to your Manager

Answer

Correct Answer: Deliver on the promise

Note: This Question is unanswered, help us to find answer for this one

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

False - the majority of customers find it pushy

True - it drives home the impression of great service

Answer

Correct Answer: True - it drives home the impression of great service

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

100. Positive body language can improve communication.

False

True

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

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

Be skeptical

Listen to their concerns, and try to rectify the problem.

Investigate further

Dispute their claim

Answer

Correct Answer: Listen to their concerns, and try to rectify the problem.

Note: This Question is unanswered, help us to find answer for this one

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

Hope they will catch up.

Try explaining it in other words until you achieve their full understanding.

Stop talking and tell them that they will understand better later.

Keep going with whatever you are doing.

Answer

Correct Answer: Try explaining it in other words until you achieve their full understanding.

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: True

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

106. Obtaining regular feedback can

be too time consuming

provide useless information

Improve customer service

encourage too many complaints

Answer

Correct Answer: Improve customer service

Note: This Question is unanswered, help us to find answer for this one

107. Never pay attention to the customer when conversing

False

True

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

To socialize with their customers.

To keep a track of their customers

To solve customer issues and render excellent after sales service

Answer

Correct Answer: To solve customer issues and render excellent after sales service

Note: This Question is unanswered, help us to find answer for this one

110. The first person a customer encounters can be considered the "face of the company"

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

Work Fast

Patience

Multilingual

Answer

Correct Answer: Patience

Note: This Question is unanswered, help us to find answer for this one

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

"I have to take this other call; it's important. I'll be back."

"Ugh, it's an annoying person. Just a sec."

"Could you please hold? Thank you."

"Hang on. I'm putting you on hold."

Answer

Correct Answer: "Could you please hold? Thank you."

Note: This Question is unanswered, help us to find answer for this one

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

Ask them to get to the point

Be patient

Look at your watch

Finish their sentences

Answer

Correct Answer: Be patient

Note: This Question is unanswered, help us to find answer for this one

114. Why is eye contact important?

It shows you are subservient to the customer

It eliminates distractions and tangents in your conversation

It lets customers know you are paying attention to them

Lack of eye contact is seen as unnatural

Answer

Correct Answer: It lets customers know you are paying attention to them

Note: This Question is unanswered, help us to find answer for this one

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

Make eye contact and listen intently

Look away to reduce discomfort

Cave in to their demands to end the interaction promptly

Match the volume of their voice

Answer

Correct Answer: Make eye contact and listen intently

Note: This Question is unanswered, help us to find answer for this one

116. An important task should be to

Make comfortable chit chat

Grab the customer's attention

Understand the customer's wants and needs

Show products

Answer

Correct Answer: Understand the customer's wants and needs

Note: This Question is unanswered, help us to find answer for this one

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

adaptability

friendliness

empathy

aggression

Answer

Correct Answer: aggression

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

False - to most customers, you come off as distracted / disrespectful

True - it will help you remember all the details of the complaint

Answer

Correct Answer: True - it will help you remember all the details of the complaint

Note: This Question is unanswered, help us to find answer for this one

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

personally guide them through the process one step at a time

give them additional instructions

give them the instructions again

none of the above

Answer

Correct Answer: personally guide them through the process one step at a time

Note: This Question is unanswered, help us to find answer for this one

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

should

do not need to

should not

Answer

Correct Answer: should

Note: This Question is unanswered, help us to find answer for this one

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

Tell the customer you don't know how to help them and apologize.

Cover it up and hope the customer believes you.

Say this is company procedure and ask if they would like to talk with a manager.

Admit the mistake and offer to make it right.

Answer

Correct Answer: Admit the mistake and offer to make it right.

Note: This Question is unanswered, help us to find answer for this one

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

Offer him/her the best deal

Matching his/her needs to the best possible product/service.

Making a sale at any cost.

Answer

Correct Answer: Matching his/her needs to the best possible product/service.

Note: This Question is unanswered, help us to find answer for this one

124. 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?

Grab the child and pull the product out her pocket and show it to security cameras.

Call the Father aside and quietly and politely inform him of whats happened and if he can speak to his kids.

Let the family walk out the shop and keep quite. Its not worth it.

Wait for the family to leave the shop and then apprehend them, ask the father to take the product out the kids pocket, then escort them back to the shop and wait for police.

Answer

Correct Answer: Call the Father aside and quietly and politely inform him of whats happened and if he can speak to his kids.

Note: This Question is unanswered, help us to find answer for this one

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

Clarify your understanding

Mirror their tone even if it is argumentative

Listen to their complaint

Ask them questions

Answer

Correct Answer: Mirror their tone even if it is argumentative

Note: This Question is unanswered, help us to find answer for this one

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

Saying, "I don’t know"

Saying "That is a good question. Let me find the answer for you."

Providing an answer you think may be correct

Saying the best thing that comes to mind at the moment

Answer

Correct Answer: Saying "That is a good question. Let me find the answer for you."

Note: This Question is unanswered, help us to find answer for this one

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

Wait for them to bring up a problem.

Make sure they have an appointment.

Ask them to wait until you are off the phone.

Smile and make eye contact.

Answer

Correct Answer: Smile and make eye contact.

Note: This Question is unanswered, help us to find answer for this one

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

Wait for a complaint

Answer their questions

Ask questions and listen to the answers.

Watch what they are doing

Answer

Correct Answer: Ask questions and listen to the answers.

Note: This Question is unanswered, help us to find answer for this one

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

Ignore all negative comments and questions

Let your manager deal with them

Match their complaints with subtle sarcasm

Don't take it personally

Answer

Correct Answer: Don't take it personally

Note: This Question is unanswered, help us to find answer for this one

130. Which customer segment will trust your company more?

Customers that have never had a problem with your product

Customers that received efficient resolution to a problem with your product

Answer

Correct Answer: Customers that received efficient resolution to a problem with your product

Note: This Question is unanswered, help us to find answer for this one

131. While greeting a customer, it is best to

Be overly excited

Give a big "Hello"

Wear a smile

Be close up and face to face

Answer

Correct Answer: Wear a smile

Note: This Question is unanswered, help us to find answer for this one

132. What does the phrase "Killing them with kindness" mean?

Smiling and nodding till they give up

Showing understanding and sympathy to calm down the customer

Being kind to further aggravate

Being kind until they walk away

Answer

Correct Answer: Showing understanding and sympathy to calm down the customer

Note: This Question is unanswered, help us to find answer for this one

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

Suggest they come back another time

Be patient

Answer quickly as possible

Explain you are busy

Answer

Correct Answer: Be patient

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

intellectual

senior

technically inclined

patient and personable

Answer

Correct Answer: patient and personable

Note: This Question is unanswered, help us to find answer for this one

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

explain, act, and apologize.

listen, apologize, and act.

apologize, react, and explain.

listen, explain, and react.

Answer

Correct Answer: listen, apologize, and act.

Note: This Question is unanswered, help us to find answer for this one

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

When you have made an effort to resolve but could not

When you can not attempt to form a resolution

When you have the know-how to make a decision

When a delay is not detrimental to the situation

Answer

Correct Answer: When you have made an effort to resolve but could not

Note: This Question is unanswered, help us to find answer for this one

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

Compete with them and act superior so the company does not look bad.

Ignore them.

Tell them if they are done so we can proceed with the precise solution.

Escalate the call to some one who would enjoy a challenge.

Complement them on there vast knowledge and be open to learning.

Answer

Correct Answer: Complement them on there vast knowledge and be open to learning.

Note: This Question is unanswered, help us to find answer for this one

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

Just provide an apology

Divert the customer's attention to something else

Admit to the mistake and right the wrong

Hope it was not recognized by the customer

Answer

Correct Answer: Admit to the mistake and right the wrong

Note: This Question is unanswered, help us to find answer for this one

139. An effective way to approach a problem is:

Call upon other reps to support your stance

Offer an alternative solution to please your customer

Bring it to a supervisor

Ignore unreasonable requests and address the core issue

Answer

Correct Answer: Offer an alternative solution to please your customer

Note: This Question is unanswered, help us to find answer for this one

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

Stick with the complaint until a resolution is reached.

All of these are key elements to good customer service

Know your product.

Be available.

Answer

Correct Answer: All of these are key elements to good customer service

Note: This Question is unanswered, help us to find answer for this one

141. What is a call center?

The midpoint of a service call

A centralized location where customer calls are addressed

market research into a consumer base to identify the "center customer" (the company's most stereotypical customer)

None of these

Answer

Correct Answer: A centralized location where customer calls are addressed

Note: This Question is unanswered, help us to find answer for this one

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

Repeat back to them to clarify understanding

Suggest another employee to speak to

Nod to show understanding

Jump to the task right away

Answer

Correct Answer: Repeat back to them to clarify understanding

Note: This Question is unanswered, help us to find answer for this one

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

Own the mistake on their behalf and correct the inaccuracy

Ally with the customer by dismissing the sales rep who will say anything to convert a sale.

Convince the customer they misinterpreted the sales rep's words

Claim their expectations will be fulfilled in the near future

Answer

Correct Answer: Own the mistake on their behalf and correct the inaccuracy

Note: This Question is unanswered, help us to find answer for this one

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

place the customer on hold

offer to contact them shortly with a solution

ask the customer to call back later

inform the customer that you are unable to help them

Answer

Correct Answer: offer to contact them shortly with a solution

Note: This Question is unanswered, help us to find answer for this one

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

Take it personally

Show empathy

Stay calm

Show urgency

Answer

Correct Answer: Take it personally

Note: This Question is unanswered, help us to find answer for this one

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

external

internal

internal and external

Answer

Correct Answer: internal and external

Note: This Question is unanswered, help us to find answer for this one

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

Place them on hold until they hang up

Tell them you ARE a supervisor.

Follow company procedure for escalating calls.

Immediately transfer them to your supervisor

Answer

Correct Answer: Follow company procedure for escalating calls.

Note: This Question is unanswered, help us to find answer for this one

148. The most important skill in customer service is:

explaining solutions

active listening

good vocabulary

thinking quickly

complementing the customer

Answer

Correct Answer: active listening

Note: This Question is unanswered, help us to find answer for this one

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

Professional Clothing

A uniform

Mangled hair

Groomed hair

Answer

Correct Answer: Mangled hair

Note: This Question is unanswered, help us to find answer for this one

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

they identify possible areas of improvement within the company

they fill support quotas, which keeps the need for support jobs intact

they identify "problem customers" to be avoided in the future

Customer complaints never have a positive effect.

Answer

Correct Answer: they identify possible areas of improvement within the company

Note: This Question is unanswered, help us to find answer for this one

151. As a customer service representative you should:

Only answer the phone when you are feeling good.

Consider yourself as a leader of the company's front line communications with customers.

Take as many etiquette courses as possible.

Process as many customers as possible every hour regardless of outcome.

Answer

Correct Answer: Consider yourself as a leader of the company's front line communications with customers.

Note: This Question is unanswered, help us to find answer for this one

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

echo and clarify the problem

keep your tone of voice calm and positive

Interrupt

arrange a solution

Answer

Correct Answer: Interrupt

Note: This Question is unanswered, help us to find answer for this one

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

I will try my best.

You are most welcome.

Certainly.

Answer

Correct Answer: I will try my best.

Note: This Question is unanswered, help us to find answer for this one

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

Smile and greet them.

Start your product pitch

Shake their hand

Wait for them to approach you

Answer

Correct Answer: Smile and greet them.

Note: This Question is unanswered, help us to find answer for this one

Customer Service MCQs | Topic-wise

MCQ on Basic Customer Service

General Customer Service MCQs

Customer Service Subjects

More Resources

Customer Service MCQ

Customer Service Skill Assessment

Customer Service PDF

Data Testing MCQs

Database Management MCQs

Drop.io (Online File Sharing) MCQs

eBay Web Services MCQs

Basic Customer Service MCQ

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

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

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

4. A client asks for help and the solution you are trained to use does not help. What is the best way forward?

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

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

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

8. 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?

9. After giving a long, detailed explanation to a client, they tell you that they could not understand you. What is the correct response?

10. 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 are not sure how to do. You should:

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

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

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

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

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

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

17. 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?

18. 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?

19. 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:

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

21. Which are examples of Intelligent Assistants?

22. 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?

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

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

25. 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?

26. 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?

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

28. 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?

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

30. 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?

31. Select the statement or statements that are True:

32. 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)

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

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

35. Can Instagram be used for customer service purposes

36. What is a care token?

37. What is customer strategy?

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

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

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

41. 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):

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

43. What is customer motivation?

44. 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:

45. 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):

46. 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:

47. Communication skills include:

48. Which is an example of positive language?

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

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

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

52. Why is good customer service important for companies?

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

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

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

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

57. 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?

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

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

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

61. 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?

62. What are examples of gamification in customer service

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

64. 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:

65. 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:

66. 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)

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

68. What is a service oriented company?

69. 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)

70. Customer loyalty is the key objective of:

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

72. 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....

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

74. 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 "do not you also offer ____?" you are not sure so you.......

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

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

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

78. What is the lifetime value of a customer?

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

16.
You are speaking with a customer who has a limited vocabulary and seems confused by some of the words you use. You should:

17.
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?

18.
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?

19.
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:

20.
What is the first step in understanding the changing needs of your customers over time?

21.
Which are examples of Intelligent Assistants?

22.
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?

23.
Once you've implemented a solution for a client's problem, what is the best next step?

24.
Your supervisor surprises you with an additional project for a client that is urgent. How should you react?

25.
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?

26.
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?

27.
Companies need to view their Customer Service Departments as a:

28.
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?

29.
A customer speaks with a heavy accent that you are having a hard time understanding. Choose the best option available:

30.
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?

31.
Select the statement or statements that are True:

32.
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)

33.

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

34.

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

35.

Can Instagram be used for customer service purposes

36.

What is a care token?

37.

What is customer strategy?

38.

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

39.

Active listening skills include: (mark all that apply)

40.

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

41.

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):

42.

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

43.

What is customer motivation?

44.

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:

45.

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):

46.

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:

47.

Communication skills include:

48.

Which is an example of positive language?

49.

What are the components of a good customer service strategy

50.

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

51.

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

52.

Why is good customer service important for companies?

53.

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

54.

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

55.

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

56.

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

57.

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?

58.

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

59.

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

60.

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

61.

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?

62.

What are examples of gamification in customer service

63.

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

64.

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:

65.

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:

66.

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)

67.

What is an example of a "soft skill"? (select all that apply)

68.

What is a service oriented company?

69.

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)

70.

Customer loyalty is the key objective of:

71.

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