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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.

A few elements of customer service are:

Attitude

Problem solving

Efficiency

All of the above

Answer

Correct Answer: All of the above

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35.

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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36.

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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37.

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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38.

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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39.

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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40.

Why is customer feedback important?

It will improve your chance for promotion

To identify areas that need improvement

To ensure job security

It is not important as long as you made the customer happy

Answer

Correct Answer: To identify areas that need improvement

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41.

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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42.

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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43.

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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44.

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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45.

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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46.

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

Tell the customer they've reached service and you'll now be transferring them to sales

Just transfer the call without telling the customer

Just hang up since call volumes are too high

Put them back into the automated option menu

Advise them to call back later in the day

Answer

Correct Answer: Tell the customer they've reached service and you'll now be transferring them to sales

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47.

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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48.

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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49.

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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50.

Communication skills include:

friendliness

team building

empathy

all of the above

Answer

Correct Answer: all of the above

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51.

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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52.

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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53.

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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54.

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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55.

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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56.

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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57.

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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58.

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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59.

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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60.

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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61.

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

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

62.

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

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

63.

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

64.

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

65.

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

66.

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

67.

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

68.

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

69.

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

70.

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

71.

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

72.

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

73.

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

74.

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

75.
Which statement is true for a B-tree?

All entries of a node are greater than or equal to the entries in the node's children

All leaves are exactly at the same depth

All nodes contain exactly the same number of entries

All non-leaf nodes have exactly the same number of children

Answer

Correct Answer: All leaves are exactly at the same depth

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

76.
What is meant by a "care token"?

To handle customers who are not happy with the company "with care"

A gesture made by the company to retain a customer after his/her having experienced bad customer service

A gesture made by the company as a last resort to get the customer to leave

A bonus to exceptionally good customer service agents

Answer

Correct Answer: A gesture made by the company to retain a customer after his/her having experienced bad customer service

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

77.
Which of the following will be a potential segmenting factor for the customers?

Age group

Country/Region

The industry they work in

All of the above

Answer

Correct Answer: All of the above

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

78.

What is meant by inflection?

TThe accent you talk in, depending on your country

The highs and lows of your voice, which let the customer know how interested you are in talking to them

The pace at which you speak, which lets the customer know it you are in a rush or not

The general attitude you convey to a customer

Answer

Correct Answer: The highs and lows of your voice, which let the customer know how interested you are in talking to them

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

79.
Which of the following is a customer need?

Premium pricing

Experienced management

Friendly customer service

Growing financial performance

Answer

Correct Answer: Friendly customer service

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

80.
What would be a good opening line in replying to an irate customer's email?

Please call customer service.

We are glad you are enjoying our product/service.

Thank you for your email, we are sorry to hear about the problem you have.

We will get back to you within 7 days.

Answer

Correct Answer: Thank you for your email, we are sorry to hear about the problem you have.

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

81.
Which of the following would a customer not expect from a customer service agent?

Discretion

Rudeness

Effectiveness

Authenticity

Answer

Correct Answer: Rudeness

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

82.
What approach should a firm take when they need to say 'no' to a customer?

Say 'no' up front, being honest.

Do not say 'no', but later do not deliver on the alternative solutions.

Pretend everything is good, but towards the end of the conversation, tell them you did not mean what you said and actually the answer is 'no'.

Do not say 'no', but offer alternative solutions.

Answer

Correct Answer: Do not say 'no', but offer alternative solutions.

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

83.
What is customer profiling?

Reporting customer data to government agencies

A customer filling in a profile online

Using customer data to determine an overall company marketing campaign

Using a series of data points to place customers into groups and tailoring their experience with your company

Answer

Correct Answer: Using a series of data points to place customers into groups and tailoring their experience with your company

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

84.
Why would a company want to know the profitability and sales history of customers?

They would automatically drop the lowest 10% of customers.

They can ask the higher sales clients to act as representatives of the company.

It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.

They can find out who owes the company money.

Answer

Correct Answer: It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.

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

85.
What should be done with an irate customer after they have vented out and explained their situation?

Ask them to call back later when they have calmed down.

Express empathy.

Put them on hold and pass them onto a manager.

Issue them a refund regardless of the problem.

Answer

Correct Answer: Express empathy.

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

86.
What is the first step in mollifying a customer who has received bad service?

Ask the customer what the problem is.

Try to offer him/her something for free to pacify him/her.

Ask him/her to submit a complaint first.

Express regrets and promise to provide better service in future.

Answer

Correct Answer: Express regrets and promise to provide better service in future.

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

87.
What general rules does phone etiquette require customer service representatives to follow?

Ask the other party how you can help them.

Say "Hello?" then pause.

Ask them for their name or customer number before greeting them.

Try to redirect the caller to someone else.

Answer

Correct Answer: Ask the other party how you can help them.

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

88.
What would perfect customer relationship management entail?

Saving the company money

Immediate customer gratification and personalized interactions with each customer

Reducing the call times of customer complaints

Increased Visibility into the financial situation of the company

Answer

Correct Answer: Immediate customer gratification and personalized interactions with each customer

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

89.
How should a customer service strategy plan be distributed to the employees?

By sending a mass email

By telling only those who directly deal with the customers

By emphasizing the management's commitment to the plan at a company-wide meeting

It should be confined to the top management

Answer

Correct Answer: By emphasizing the management's commitment to the plan at a company-wide meeting

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

90.
What is the purpose of FAQ's (frequently asked questions)?

To give the website more content which looks impressive

To spur the customers to ask additional questions

To position the company as an industry leader

To answer questions customers often have so they can easily find the answer without having to ask

Answer

Correct Answer: To answer questions customers often have so they can easily find the answer without having to ask

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

91.
What is a data warehouse?

A single database for the CRM program

The physical warehouse where the company servers are stored

A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location

A program that is used to create financial reports

Answer

Correct Answer: A database that stores information from several other data sources, allowing a CRM system to query multiple databases from one location

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

92.
Which of the following would be considered going the extra mile in resolving a past customer service issue?

Replacing an item under warranty

Answering a call within two minutes

Absorbing any extra cost such as shipping costs incurred by the customer as a result of the problem

Sending him/her a complaint form to fill out

Answer

Correct Answer: Absorbing any extra cost such as shipping costs incurred by the customer as a result of the problem

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

93.
How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

By reducing headcount by 10% each year

By making it mandatory for the employees to attend company meetings

By offering incentives, both financial and non financial, for good performance

By telling the employees that mystery callers will evaluate them

Answer

Correct Answer: By offering incentives, both financial and non financial, for good performance

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

94.
How should a customer service representative determine what avenues to pursue to make a customer happy?

Follow a standard company protocol.

Ask the customer what resolution they would like to see.

Determine what would be the cheapest alternative that would make the customer happy

Offer to replace their product regardless of their problem

Answer

Correct Answer: Ask the customer what resolution they would like to see.

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

95.
Why do customers feel the need of some control in working to resolve an issue with a company?

They feel they are getting more for their money.

Customers feel that this way, they can get whatever they want, at least temporarily.

It ensures the customer will buy again.

It puts them in a positive mood and allows them to help guide the resolution

Answer

Correct Answer: It puts them in a positive mood and allows them to help guide the resolution

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

96.
How important is the tone of voice when talking to someone on the phone?

Extremely important

Not important at all

Slightly important

Depends on the situation

Answer

Correct Answer: Extremely important

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

97.
What does CRM software allow a company to do?

Create one to many relationships with customer groups

Create many to one relationships with customers

Send financial reports to the management

Create a one to one relationship with each customer.

Answer

Correct Answer: Create a one to one relationship with each customer.

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

98.
What is the importance of consistency while offering customer service to different people?

Not important - Customers only know what they experience and can not compare the service they get with that offered to others.

Very importnat - Customers expect a consistent level of service when dealing with a company.

Important only for large companies, not for small ones

Important only for small firms since they rely on customer referrals

Answer

Correct Answer: Very importnat - Customers expect a consistent level of service when dealing with a company.

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

99.
Where should firms start while working on a strategy for customer service?

Survey the customers to get their feedback and to find out their needs and expectations of the firm.

Copy what the competition is doing.

Ask the employees what strategies they want to be implemented.

Look for the standard customer service strategy employed in the country of operation.

Answer

Correct Answer: Survey the customers to get their feedback and to find out their needs and expectations of the firm.

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

100.
What is meant by "data mining"?

Creating specialized reports

Entering data into a data base

Calling customers to survey them

Sifting through vast amounts of data by focusing on specific attributes

Answer

Correct Answer: Sifting through vast amounts of data by focusing on specific attributes

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

101.
How important is it for the top management to be involved in Creating Customer Service Strategy?

Very important – The top management has to be committed to it and offer the maximum support.

Not important at all – The employees at the customer level should decide the strategy.

Important only in small companies, not large corporations

Important only in large companies. Smaller companies do not need to worry about customer service strategy.

Answer

Correct Answer: Very important – The top management has to be committed to it and offer the maximum support.

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

102.
What should the customer service representative do when a customer is yelling?

Yell back at them

Not respond and hang up

Sound anxious

Keep a calm, lower tone to calm the customer down

Answer

Correct Answer: Keep a calm, lower tone to calm the customer down

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

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

Say nothing. Just put them on hold.

Say "just a minute"; then put them on hold.

Ask them first if it is okay to put them on hold for a moment.

Tell them they need to hold for several minutes.

Answer

Correct Answer: Ask them first if it is okay to put them on hold for a moment.

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

104.
Why do the customers' needs change according to the nature of the situation?

People are fickle and want different things even in the same situation depending on different occasions.

Needs are different depending on what the customer values as important under the circumstances.

Needs changed according to the financial situation of the customer at the time.

The customer can probably be talked into focusing on their wants instead of needs.

Answer

Correct Answer: Needs are different depending on what the customer values as important under the circumstances.

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

105.
What is the first step in dealing with a customer when he/she is irate?

Tell him/her to be quiet and listen.

Tell him/her to call back when he/she has calmed down.

Ask the customer what can be done to solve the problem.

Let the customer give vent to his/her feelings and do not try to interrupt him/her.

Answer

Correct Answer: Let the customer give vent to his/her feelings and do not try to interrupt him/her.

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

106.
What should be the ultimate goal of problem solving with the customer?

To save the company money

To get them off the phone quickly

To get referrals to other customers

To make them happy

Answer

Correct Answer: To make them happy

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

107.
What final step can be taken to put your firm's customer service above that of all others?

Offer to refund more than the product value.

Let customers know what the standard procedure for handling irate customers is up front.

Give the customers time to cool off by asking them to call back later.

Follow up with customers after the fact to make sure they are happy with the resolution.

Answer

Correct Answer: Follow up with customers after the fact to make sure they are happy with the resolution.

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

108.
What should be done at the end of a phone call with a customer after resolving an issue they had?

Try to sell them something new.

Ask them to write a nice letter to the company praising the customer service agent.

Tell them only the first customer service call is free.

Repeat to the customer what you resolved and any further actions you'll be taking.

Answer

Correct Answer: Repeat to the customer what you resolved and any further actions you'll be taking.

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

109.
Which of the following would be the best way to offer customer service online?

To make a form people can submit available online

To supply answers to FAQ's online

To make live chat with company representatives available 24/7

To make company phone number available online

Answer

Correct Answer: To make live chat with company representatives available 24/7

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

110.
What does a customer with a problem expect from a customer service representative?

Discounts and coupons

The management's commitment to the growth of the firm

An aggressive tone

Understanding and empathy

Answer

Correct Answer: Understanding and empathy

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

111.
What is the disadvantage of email based customer service?

It is more cost effective than other methods.

It allows the company to respond quickly.

It gives the company a trail of communications with the customer.

It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.

Answer

Correct Answer: It is unemotional and doesn't always allow the customer to convey the importance of their question or issue.

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

112.
What would be the best way to handle an email inquiry?

Ignoring the email and seeing if they email a second time

An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours

Informing them the answer is in the company FAQs and they should look there

Replying to the email a week later after investigating

Answer

Correct Answer: An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours

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

113.
Why should a firm say they are sorry even if they feel the customer is wrong?

The firm can later tell the customer he/she was actually the wrong one, after he/she has calmed down.

The firm should always take the blame and learn from it.

The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.

They can later put the blame on a third party.

Answer

Correct Answer: The focus should be on finding out what would satisfy the customer and solving the problem, not determining blame.

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

114.
Why is giving a customer the required information considered good customer service?

It makes the customer feel they got something for nothing.

It makes the customer feel guilty if they ever have a problem.

It allows you to upsell to the customer something they do not need.

It allows you to add value for the customer and help them make an informed decision.

Answer

Correct Answer: It allows you to add value for the customer and help them make an informed decision.

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

115.
How can a company's online ordering process be made more customer friendly?

Ask for lots of details so the customer can be catered to in the future.

Try to sell customers additional products and services unsolicited.

Place ads on the order page for additional products.

Only ask for information necessary to process the order.

Answer

Correct Answer: Only ask for information necessary to process the order.

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

116.
Which of the following is an example of a care token?

A computer manufacturer fixes your new laptop under warranty

A retail chain accepts your return

Offering an employee a raise for good performance

A restaurant gives you a free glass of wine because you mention to the waiter you didn't enjoy the wine like you had hoped

Answer

Correct Answer: A restaurant gives you a free glass of wine because you mention to the waiter you didn't enjoy the wine like you had hoped

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

117.
What would be the two needs of a customer when visiting a theme park?

Safety and Fun

Accuracy and Certainty

Efficiency and Seriousness

Low cost and Tranquility

Answer

Correct Answer: Safety and Fun

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

118.
What should be the first thing to be done in problem solving?

Verify the information the customer has provided and any additional facts if required.

Tell the customer they will get whatever they want.

Tell the customer you'll see what you can do but not to expect much.

Look for errors in the customer's story.

Answer

Correct Answer: Verify the information the customer has provided and any additional facts if required.

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

119.
What is meant by a "hard no"?

Saying 'no' to the customer but offering alternatives

Saying 'yes' to the customer at first but switching to 'no' later

Saying 'yes' to the customer with no intention of following through

Saying 'no' to the customer and offering no alternative solution

Answer

Correct Answer: Saying 'no' to the customer and offering no alternative solution

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

120.
What is a continuous improvement plan?

A predetermined plan to continually help the employees keep themselves KickExam Pvt. Ltd. informed of the company's latest initiatives in order ultimately to make themselves better at customer service

A plan to educate the consumer about the products

A plan to help the management understand the customers' needs better

A predetermined plan to help the employees learn more about the company's financial situation and the company's need to perform better

Answer

Correct Answer: A predetermined plan to continually help the employees keep themselves KickExam Pvt. Ltd. informed of the company's latest initiatives in order ultimately to make themselves better at customer service

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

121.
What is the primary purpose of setting goals of customer service?

To know when no more customer service needs to be provided

To compare the firm's strategy with that of the competitors

To create measurable objectives which the firm can strive to meet

To allow for customer service agents to be promoted on the basis of their performance

Answer

Correct Answer: To create measurable objectives which the firm can strive to meet

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

122.
What is the advantage of email based customer service?

It makes dealing with irate customers easier.

It provides an easy reference to past communication with the client.

It is impersonal.

Canned responses can be sent back.

Answer

Correct Answer: It provides an easy reference to past communication with the client.

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

123.
How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

The same draft of an email can he sent to every single customer thus ensuring consistency.

They are used for all marketing efforts of a company.

lnfomration can be distributed via the CRM system for sending the same message to all the customers in the same group.

The CRM system always works as the back end for the company website.

Answer

Correct Answer: lnfomration can be distributed via the CRM system for sending the same message to all the customers in the same group.

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

124.
What would a monotone and flat voice indicate to a customer?

The person is energetic and wants to help.

The person is bored and uninterested in the conversation

The person is angry.

The person doesn't believe what they are hearing.

Answer

Correct Answer: The person is bored and uninterested in the conversation

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

Apologize that they are cancelling

Tell them they are making a grave mistake

Ask them the reason behind cancelling

None of the above

Answer

Correct Answer: Apologize that they are cancelling

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

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

Apologize

Own up to your mistake

Offer excuses

Make a fresh commitment

Answer

Correct Answer: Own up to your mistake

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127. 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.

True

False

Answer

Correct Answer: True

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128. When dealing with an angry customer:

Keep calm

Apologize

Stop responding and start ignoring

a and c

a and b

a, b and c

Answer

Correct Answer: a and b

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

129. 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:

Providing them the link to the FAQ page

Telling them you will be happy to help if the FAQs fail to answer their concerns

Explaining to them that you have a detailed and informative FAQ page

Telling them to go to the website and look for the FAQ page

Answer

Correct Answer: Telling them to go to the website and look for the FAQ page

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

Negative feedback from new customers is more damaging than negative feedback from existing customers.

Negative feedback from existing customers is more damaging than negative feedback from new customers.

Negative feedback can be damaging if left unresolved no matter where it comes from.

None of the above.

Answer

Correct Answer: Negative feedback can be damaging if left unresolved no matter where it comes from.

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

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

Yes, they help us know the areas where we can improve.

No, they take up a lot of the precious resources which could have been used more productively elsewhere.

Yes, they help us reduce customer complaints by letting us know what’s hurting the customers.

No, they create a negative image of the business, which is neither objective nor fair.

Answer

Correct Answer: Yes, they help us know the areas where we can improve.

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

Customer needs and preferences keep changing all the time. What was true yesterday may not be true today.

No one knows customer needs better than the top management.

Knowing customer needs is a process that never stops.

Customer needs vary across regions, gender, age, and a whole lot of other things.

Answer

Correct Answer: No one knows customer needs better than the top management.

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

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

Listen

Empathize

Criticize

Apologize

Answer

Correct Answer: Criticize

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

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

True

False

Answer

Correct Answer: True

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

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

Building a personal relationship with the customers

Making the customers feel special

Taking note of the customers’ concerns only when they raise an issue

Helping the customers make decisions

Answer

Correct Answer: Taking note of the customers’ concerns only when they raise an issue

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

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

Apologizing

Listening to the customer’s experience in its entirety

Focusing on the solution

Escalating the issue immediately to a senior member of the team

Answer

Correct Answer: Escalating the issue immediately to a senior member of the team

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

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

Use simple language to make it easy for the customer to understand things

Use technical language and jargon to demonstrate your expertise in the field

Answer

Correct Answer: Use simple language to make it easy for the customer to understand things

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138. 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.

No, never. You should instead ask those who have been in the business for a long time because they know it best.

Yes, because no one knows the customers better than the customers themselves.

No, because asking the customers what they expect would make you look like you have not done your homework well.

Yes, but only if you are a new business. Old businesses know their customers inside out.

Answer

Correct Answer: Yes, because no one knows the customers better than the customers themselves.

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

Tell them to take their time and get back in touch sometime later

Ask them specific questions which can help them move ahead

Ignore them because they are likely just wasting your time

Wait some days to see if they get back in touch with more clarity. If they do not, then follow things up with them.

Answer

Correct Answer: Ask them specific questions which can help them move ahead

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

It should contain all the information that the customer requested.

It should contain links to your website that offer more information on the product/service.

If the information is short, it can be option a. If there is a lot of information to share, it should be option b.

It is totally your call. All that the customer cares about is receiving the information.

Answer

Correct Answer: If the information is short, it can be option a. If there is a lot of information to share, it should be option b.

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

Not important at all. Written communication cannot have a voice and a tone.

Very important. Voice and tone can tell the customer how much you care about them.

Depends on who your customer is. Some customers care about it; others don’t.

It used be important when email emerged as a new medium of providing customer service. No more.

Answer

Correct Answer: Very important. Voice and tone can tell the customer how much you care about them.

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

Assuming you know your customers and their needs

Not paying attention to what your customers are saying about you on social media or elsewhere online

Keeping a focus on how your customers’ needs are changing

Assessing customer needs once every five years

Answer

Correct Answer: Keeping a focus on how your customers’ needs are changing

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

Customer loyalty

Increased revenues

Employee satisfaction

Improved brand image

Answer

Correct Answer: Employee satisfaction

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144. Identifying and meeting customers’ needs helps:

Create loyal customers

Build relationships

Stay competitive

All of the above

Answer

Correct Answer: All of the above

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145. Which of the following is true?

In the era of constantly changing customer expectations, it is futile to try to make all customers happy.

Customer service is no longer about meeting customer needs but about going well beyond customer expectations.

Answer

Correct Answer: Customer service is no longer about meeting customer needs but about going well beyond customer expectations.

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

Thanks for contacting us. The product will only be available next month. Please do come back then to place your order.

Thanks for contacting us. The product will only be available next month. Would you like me to pre-order the product for you and inform you when it is in stock again?

Answer

Correct Answer: Thanks for contacting us. The product will only be available next month. Would you like me to pre-order the product for you and inform you when it is in stock again?

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

Please call back later.

I'll have to ask my manager to approve what you are asking for.

I can see why you feel that way.

Why didn't you buy a competitor's product.

Answer

Correct Answer: I can see why you feel that way.

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

Positive feedback

Negative feedback

Both a and b

Neither a nor b

Answer

Correct Answer: Both a and b

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

By using the customer's name instead of saying Dear Customer.

By using your own name instead of something like "The Support Team."

By using emoticons and casual words like Hey buddy, BRB, BTW, etc.

a and b

b and c

a, b and c

Answer

Correct Answer: a, b and c

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

Keep working on the issue but not let the customer know as to when the issue will be resolved because they may end up thinking you are incompetent

Keep them updated and informed as to when you will be able to help them

Involve your whole team in trying to solve the problem at the earliest

None of the above

Answer

Correct Answer: Keep them updated and informed as to when you will be able to help them

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151. Consider the following statement and select the correct answer option.

The first step in exceeding your customer's expectations is to know those expectations.

Yes. Customer expectations are not always what we think they are.

No. Which business does not know their customers' expectations?

Answer

Correct Answer: Yes. Customer expectations are not always what we think they are.

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

Transparency

Trust

Company profitability

Empathy

Answer

Correct Answer: Company profitability

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

48-72 hours

One business day

10-15 minutes

Customers understand email is a slow channel. So, anything less than a week is fine.

Answer

Correct Answer: One business day

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

Asking the customer to come back when they have calmed down.

Explaining the best solution you have for them at the moment.

Letting the customer vent and calm down.

Expressing your regret over the inconvenience faced by them.

Answer

Correct Answer: Asking the customer to come back when they have calmed down.

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155. 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?

Advise them to be more careful in the future.

Apologize for the inconvenience but tell them that you are unable to help because that's the company policy.

Tell them you value them but they can explore other service providers.

Tell them that personally, you want to help them but that you can't go against the company policy.

Answer

Correct Answer: Apologize for the inconvenience but tell them that you are unable to help because that's the company policy.

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

It's not our fault.

You shouldn't have done that.

There's nothing I can do.

All of the above.

Answer

Correct Answer: All of the above.

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

Start-up stage

Growth stage

Established stage

Every stage

Answer

Correct Answer: Every stage

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

your language does not come across as too formal.

you make the customer feel assured that they are being listened to.

you talk to the customer in a language that tells them you are willing to help.

All of the above.

Answer

Correct Answer: All of the above.

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159. 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?

Fix the problem with whatever information you have.

Take your time to collect the information to fix the problem.

Request the customer to be patient.

Explain to them the consequences of fixing the problem without having all the necessary information.

Answer

Correct Answer: Explain to them the consequences of fixing the problem without having all the necessary information.

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

Tell them that you can recommend the best package for them based on their needs

Tell them that you will let them know whenever there is an upcoming promotion

Both a and b

Neither a nor b

Answer

Correct Answer: Both a and b

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

Meet your customers' needs

Understand your customers' needs

Know your customers

All of the above

Answer

Correct Answer: All of the above

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

By using a positive tone

By using bulleted lists to make the email more readable

By using different color fonts to highlight different things

By using big fonts in some places and small fonts in others to break the monotony of the text

Answer

Correct Answer: By using a positive tone

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

Online reviews

Social media platforms

Customer surveys

Customer complaints

All of the above

Answer

Correct Answer: All of the above

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

Connecting with the customers

Doing more than the customers would expect

Telling people how great you are with a lot of testimonials

Providing best quality service

Answer

Correct Answer: Telling people how great you are with a lot of testimonials

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

The customer will take their business elsewhere.

The customer will tell friends and family not to use your services.

The customer will go online and tell the whole world about their experience.

All of the above.

A single unhappy customer cannot do much damage to the business.

Answer

Correct Answer: All of the above.

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

True

False

Answer

Correct Answer: True

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

Refer the complaint to a team member who does.

Apologize to the customer and tell them you are unable to help.

Tell the customer to contact you again a few days later so that you know how to help them.

None of the above.

Answer

Correct Answer: Refer the complaint to a team member who does.

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

Find out what their needs exactly are so you can help

Use an accusatory tone

Let them know there has been a violation without sounding rude

Offer them all the alternative options you can

Answer

Correct Answer: Use an accusatory tone

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

Offering rewards

Adding a personal touch

Staying in touch

All of the above

Answer

Correct Answer: All of the above

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170. 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?

Identify their barrier to purchase.

Stop responding to them because in business, time is money.

Make a decision on their behalf and convince them they will come back to thank your later.

None of the above.

Answer

Correct Answer: Identify their barrier to purchase.

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

Yes; it's important to ensure they are satisfied with the solution you offered.

No; doing so would be like reminding the customer they were unhappy with you.

Answer

Correct Answer: Yes; it's important to ensure they are satisfied with the solution you offered.

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

Under-promise and over-deliver.

Always respond to a customer's emails even if you cannot fulfill what they are asking for.

Establish a personal rapport, using language and terms you would for a close friend.

a and b

b and c

Answer

Correct Answer: a and b

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

Not acknowledging their problem.

Not personalizing your response.

Not offering a concrete solution.

All of the above.

Answer

Correct Answer: All of the above.

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

True

False

Answer

Correct Answer: True

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

Acquiring new customers is always better than trying to keep the existing ones.

It makes more business sense to let go of a difficult client than to offer them a solution.

It is a fact that there will always be some unhappy customers. It is best to accept this reality and move on to dealing with the happy ones.

None of the above

All of the above

Answer

Correct Answer: None of the above

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

It shows the customer that you care.

It prevents the customer from contacting you over the same issue through different channels.

Both a and b.

Neither a nor b.

Answer

Correct Answer: Both a and b.

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

Improving your products/services

Identifying gaps in customer expectations and customer service

Maximizing profits

Creating a lasting relationship with the customers

Answer

Correct Answer: Maximizing profits

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

Sending the email without checking it for grammar mistakes

Not writing an appropriate subject line

Using jargon which the customer may not be familiar with

a and b

b and c

a, b and c

Answer

Correct Answer: a, b and c

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179. 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?

Wait until you have the right solution and then get back to the customer.

Get back to the customer and request them to give you some more time.

Let the customer contact you again and then explain the situation.

Get back to the customer and tell them you have no solution to offer them.

Answer

Correct Answer: Get back to the customer and request them to give you some more time.

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180. 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?

Promise that you will deliver them your service whenever they want, no matter how.

Raise the bar and shorten the delivery time not just for this customer but for everyone else.

Offer them an apology and tell them you are unable to fulfill their request.

None of the above.

Answer

Correct Answer: Offer them an apology and tell them you are unable to fulfill their request.

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181. 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?

Email conversations can feel too formal and rather unfriendly.

The lag between when a customer writes to the company and when the company writes back to them helps offer better responses than is possible on the phone.

Email has become obsolete. Customer service should only be provided over phone.

All of the above.

Answer

Correct Answer: Email conversations can feel too formal and rather unfriendly.

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182. 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?

Replying immediately without any concrete solution

Replying with some delay but with a concrete solution

Answer

Correct Answer: Replying with some delay but with a concrete solution

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183. 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.

True

False

Answer

Correct Answer: True

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184. 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.

It’s true that each customer is different but providing personalized service all the time drains resources.

Providing personalized service makes the customer feel special and creates loyalty.

Personalized service is the norm. It’s done because everybody does it, not because it has any benefits.

Each customer is not different. Many customers are identical. So, personalized service has no special value.

Answer

Correct Answer: Providing personalized service makes the customer feel special and creates loyalty.

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185. 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?

Questions seeking more information to understand their needs so you can suggest the best fit.

A list of the cheapest products on offer.

A list of the products that in your estimate will suit them best.

A list of the high-end products.

Answer

Correct Answer: Questions seeking more information to understand their needs so you can suggest the best fit.

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

The number of products sold

An overall customer satisfaction rating of 90%

How displeased customers are in general

A profit margin of 30%

Answer

Correct Answer: An overall customer satisfaction rating of 90%

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

It automatically makes them assume they will get what they want.

It creates rapport with the customer and puts them at ease.

If the person talks fast, it means they are in a rush and you should also do the same.

It tells the customer you are someone they can trust.

Answer

Correct Answer: It creates rapport with the customer and puts them at ease.

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188. What is the importance of customer oriented goodwill?

It allows for cheaper resolutions to customer conflict.

It is a good substitute for good customer service.

It allows the management to measure how well customer service is being performed.

It puts the company ahead of the competitors in respect of customer service.

Answer

Correct Answer: It puts the company ahead of the competitors in respect of customer service.

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

Having customer service agents work in management

Creating high level initiatives only

Starting by building strategies upwards from the customer level

Having high level managers work in customer service for a short period of time so they can experience it before laying down policies

Answer

Correct Answer: Having high level managers work in customer service for a short period of time so they can experience it before laying down policies

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

Employee reception to the plan, and customer reception to the plan

The cost of implementing, and employee reception

The time needed to create and implement, and the cost of implementation

The competition's as well as the customers' reaction to the plan

Answer

Correct Answer: The time needed to create and implement, and the cost of implementation

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191. 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

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192. 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.

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193. 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.

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

evaluative questions

elaborative questions

analytic questions

elementary questions

Answer

Correct Answer: elementary questions

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195. 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

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196. 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

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197. 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

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198. 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

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199. 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

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200. 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

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201. 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

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202. 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

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203. The key to customer service is to __________.

pitch as many products as possible

make sure the customer gets as little money back as possible

provide the customer with as many possible solutions as possible

match the perceived needs with the best possible solutions

Answer

Correct Answer: match the perceived needs with the best possible solutions

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204. 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

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

Mirroring and Matching

Imitation Soothing

Watching and Reflecting

Copying and Pasting

Answer

Correct Answer: Mirroring and Matching

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206. 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

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207. 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

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208. 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

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209. 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

210. Which is not part of active listening?

Repeating

Reflect understanding

Forming assumptions

Paraphrase what was heard

Answer

Correct Answer: Forming assumptions

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

211. 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

212. 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

213. 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

214. 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

215. Is the customer always right?

true

false

Answer

Correct Answer: true

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

216. How do complaints affect a company?

They waste time and resources of the organization.

They help the company identify the problems in the service/product.

They degrade the reputation of the company.

Answer

Correct Answer: They help the company identify the problems in the service/product.

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

217. 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

218. 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

219. 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

220. 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

221. 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

222. 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

223. 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

224. 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

225. CRM stands for:

Communicating Random Meaning

Customers Rudimentarily Managed

Customer Relationship Management

Customers Rarely Matter

Answer

Correct Answer: Customer Relationship Management

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

226. 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

227. 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

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

False

True

Answer

Correct Answer: True

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

229. 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

230. 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

231. 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

232. 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

233. 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

234. 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

235. 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

236. 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

237. 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

238. 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

239. 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

240. 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

241. 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

242. 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

243. 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

244. 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

245. 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

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

Transfer the customer to somenone who has time to listen.

Interrupt the customer and tell them you'll solve their problem.

Pay attention and use active listening skills.

Try to multitask and get other work done.

Answer

Correct Answer: Pay attention and use active listening skills.

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

247. 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

248. 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

249. 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

250. 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

251. 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

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

Interrupt them and give them suggestions

Let them vent, then find the root problem to solve

Acknowledge that they are going overboard

Give them a discount

Answer

Correct Answer: Let them vent, then find the root problem to solve

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

253. 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

254. A good customer service representative:

Always makes a customer laugh.

Knows the company hierarchy and who to blame for the problem.

Goes the 'extra mile' and tries to exceed service expectations.

Knows that the customer usually doesn't have a problem, that they just want a better deal.

Answer

Correct Answer: Goes the 'extra mile' and tries to exceed service expectations.

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

255. Customers who complain want . . .

Something for nothing

To be heard and have their experience validated

To be made majority shareholders in the company

To vent for the sport of it

Answer

Correct Answer: To be heard and have their experience validated

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

256. 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

257. 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

258. 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

259. 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

260. 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

261. 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

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

262. 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

263. 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

264. 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

265. 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

266. 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

267. 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

268. 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

269. 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

270. 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

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

Immediately

1 minute

When they look like they need assistance

2 minutes

Answer

Correct Answer: Immediately

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

272. 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

273. 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

274. 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

275. 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

276. 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

277. 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

278. 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

279. 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

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

False

True

Answer

Correct Answer: False

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

281. 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

282. If a customer does not say "thank you" you should:

remind them to be grateful for your help

repeat how you helped them until they thank you

treat them the same as if they did say "thank you"

politely end the call as quickly as possible

Answer

Correct Answer: treat them the same as if they did say "thank you"

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

283. 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

284. 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

285. When you can not provide a customer with an immediate solution, what should your next step be?

Take a message and ensure they will receive follow-up contact to resolve the issue

Offer a cash refund to make the problem disappear

Ask them to call when you know a manager will be around

Explain in detail why you are unable to supply help and apologize profusely

Answer

Correct Answer: Take a message and ensure they will receive follow-up contact to resolve the issue

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

286. An organization"s employees, management, board members are what kind of customer?

They are not customers

External

Internal

Answer

Correct Answer: Internal

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

287. Which is not an example of active listening?

taking notes

repeating key points

interjecting when the solution to a problem becomes apparent

phrases like "of course," "go on," etc.

Answer

Correct Answer: interjecting when the solution to a problem becomes apparent

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

288. 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. A few elements of customer service are:

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

36. Can Instagram be used for customer service purposes

37. What is a care token?

38. What is customer strategy?

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

40. Why is customer feedback important?

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

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

43. 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):

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

45. What is customer motivation?

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

47. 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:

48. 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):

49. 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:

50. Communication skills include:

51. Which is an example of positive language?

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

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

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

55. Why is good customer service important for companies?

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

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

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

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

60. 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?

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

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

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

64. 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?

65. What are examples of gamification in customer service

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

67. 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:

68. 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:

69. 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)

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

71. What is a service oriented company?

72. 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)

73. Customer loyalty is the key objective of:

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

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

76. What is meant by a "care token"?

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

78. What is meant by inflection?

79. Which of the following is a customer need?

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.

A few elements of customer service are:

35.

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

36.

Can Instagram be used for customer service purposes

37.

What is a care token?

38.

What is customer strategy?

39.

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

40.

Why is customer feedback important?

41.

Active listening skills include: (mark all that apply)

42.

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

43.

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):

44.

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

45.

What is customer motivation?

46.

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

47.

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:

48.

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):

49.

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:

50.

Communication skills include:

51.

Which is an example of positive language?

52.

What are the components of a good customer service strategy

53.

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

54.

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

55.

Why is good customer service important for companies?

56.

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

57.

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

58.

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

59.

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

60.

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?

61.

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

62.

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

63.

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

64.

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?

65.

What are examples of gamification in customer service

66.

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

67.

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:

68.

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:

69.

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)

70.

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

71.

What is a service oriented company?

72.

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)

73.

Customer loyalty is the key objective of:

74.

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

75.
Which statement is true for a B-tree?

76.
What is meant by a "care token"?

77.
Which of the following will be a potential segmenting factor for the customers?

78.

What is meant by inflection?

79.
Which of the following is a customer need?

80.
What would be a good opening line in replying to an irate customer's email?

81.
Which of the following would a customer not expect from a customer service agent?

82.
What approach should a firm take when they need to say 'no' to a customer?

83.
What is customer profiling?

84.
Why would a company want to know the profitability and sales history of customers?

85.
What should be done with an irate customer after they have vented out and explained their situation?

86.
What is the first step in mollifying a customer who has received bad service?

87.
What general rules does phone etiquette require customer service representatives to follow?

88.
What would perfect customer relationship management entail?

89.
How should a customer service strategy plan be distributed to the employees?

90.
What is the purpose of FAQ's (frequently asked questions)?

91.
What is a data warehouse?

92.
Which of the following would be considered going the extra mile in resolving a past customer service issue?

93.
How can a company create an atmosphere of continuous improvement and have employees who strive to perform?

94.
How should a customer service representative determine what avenues to pursue to make a customer happy?

95.
Why do customers feel the need of some control in working to resolve an issue with a company?