Question:* When a new customer arrives at your business, what should you do first?
Answer: • Smile and greet them.
Question:* It is important for a customer service representative to:
Answer: • reflect their company's culture
Question:* What is the lifetime value of a customer?
Answer: • A prediction of the net profit a customer relationship will provide over time
Question:* A sales team and a customer service team should be _______.
Answer: • closely tied together
Question:* As a speaker, one of your jobs is to:
Answer: • Ensure listener understanding
Question:* Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.
Answer: • Mirroring and Matching
Question:* Why is the lifetime value of the customer so important?
Answer: • It estimates the profits made over the life of a customer
Question:* While an angry customer confronts you, remember not to
Answer: • Take it personally
Question:* While obtaining a request from a customer, which is suggested?
Answer: • Repeat back to them to clarify understanding
Question:* Which is a good policy for effective teamwork in a support environment?
Answer: • Share credit for both successes and failures
Question:* What does the phrase "Killing them with kindness" mean?
Answer: • Showing understanding and sympathy to calm down the customer
Question:* When a customer asks a lot of questions and takes up a lot of time, it is best to
Answer: • Be patient
Question:* What is a call center?
Answer: • A centralized location where customer calls are addressed
Question:* After recognizing you have made a mistake, which is the best course of action?
Answer: • Admit to the mistake and right the wrong
Question:* Which is one way to calm down an angry customer?
Answer: • Let them vent, then find the root problem to solve
Question:* As a customer service representative you should:
Answer: • Consider yourself as a leader of the company's front line communications with customers.
Question:* A good customer service representative:
Answer: • Goes the 'extra mile' and tries to exceed service expectations.
Question:* Whether giving customer service in person or over the phone, one of the primary qualities you must have is:
Answer: • Patience
Question:* Which customer segment will trust your company more?
Answer: • Customers that received efficient resolution to a problem with your product
Question:* While greeting a customer, it is best to
Answer: • Wear a smile
Question:* The most _________ service agents on the team tend to get the best reviews from customers.
Answer: • patient and personable
Question:* The customer is not always right, but should be treated as such.
Answer: • True
Question:* When you are asked a question you don't know the answer, which is the best response?
Answer: • Saying "That is a good question. Let me find the answer for you."
Question:* You should take notes when fielding a customer complaint.
Answer: • True - it will help you remember all the details of the complaint
Question:* When a customer is talking a lot you should:
Answer: • Pay attention and use active listening skills.
Question:* When meeting a customer at your place of business you should:
Answer: • Smile and make eye contact.
Question:* When you make a mistake as a customer service representative you should:
Answer: • Admit the mistake and offer to make it right.
Question:* When a customer expresses a complaint what should you do?
Answer: • Listen to their concerns, and try to rectify the problem.
Question:* When face to face with an angry customer, you should:
Answer: • Make eye contact and listen intently
Question:* True or false? Smiling into the phone can give your voice a more positive inflection.
Answer: • True
Question:* What can you do when a customer is not getting to the point?
Answer: • Be patient
Question:* Which is the BEST way to put a caller on hold?
Answer: • "Could you please hold? Thank you."
Question:* Which of the following traits is NOT useful for customer service?
Answer: • aggression
Question:* Why is eye contact important?
Answer: • It lets customers know you are paying attention to them
Question:* True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.
Answer: • True
Question:* Never pay attention to the customer when conversing
Answer: • False
Question:* Obtaining regular feedback can
Answer: • Improve customer service
Question:* You should avoid raising your voice to customers. True or False
Answer: • True
Question:* True or false? Smiling while on the phone can positively affect the impression a service provider makes.
Answer: • True
Question:* You should never apologise to a customer. True or False
Answer: • False
Question:* An important task should be to
Answer: • Understand the customer's wants and needs
Question:* What do you do when a customer attempts to bribe you as a way of getting help quicker?
Answer: • Let the customer know that will not be necessary, and that you will try resolve the issue as quickly as possible.
Question:* The first person a customer encounters can be considered the "face of the company"
Answer: • True
Question:* Positive body language can improve communication.
Answer: • True
Question:* A caller can tell you are sincere by your tone and pitch.
Answer: • True
Question:* Customers generally appreciate follow-up communication after a customer service call.
Answer: • True - it drives home the impression of great service
Question:* If a customer is verbally abusive on the phone, you should...
Answer: • Offer to help once they can calm down their tone of voice
Question:* Should you introduce yourself by your first name when you come in contact with a customer?
Answer: • Yes
Question:* Which is the best way to uncover customer needs?
Answer: • Ask questions and listen to the answers.
Question:* An effective way to approach a problem is:
Answer: • Offer an alternative solution to please your customer
Question:* When should you escalate a situation to a manager?
Answer: • When you have made an effort to resolve but could not
Question:* Customer complaints can be a positive resource for a company because...
Answer: • they identify possible areas of improvement within the company
Question:* What is an effective strategy to deal with difficult customers?
Answer: • Don't take it personally
Question:* The appearance of a Customer Service Representative should not include
Answer: • Mangled hair
Question:* If a customer relays expectations set up by a false promise made by a sales rep, you should...
Answer: • Own the mistake on their behalf and correct the inaccuracy
Question:* Which is best when recognizing a customer has arrived?
Answer: • Stop what you are doing and focus on the customer
Question:* What is the relationship between great customer service and advertising?
Answer: • Word of mouth referrals about great service = more sales leads
Question:* Which of these is NOT a key element to good customer service?
Answer: • All of these are key elements to good customer service
Question:* You should give a customer _______ to solve a problem.
Answer: • options
Question:* What must happen after making a promise to a customer?
Answer: • Deliver on the promise
Question:* A customer asks you about a product that might be in your store. You know very little about it. What do you do?
Answer: • Tell the customer you don't know anything about the product and that you will find the information they need for them.
Question:* The best way to calm an irate customer is to...
Answer: • listen, apologize, and act.
Question:* Which of these should you refrain from doing when addressing a customer complaint?
Answer: • Interrupt
Question:* Customer service refers to a company's _______ interactions.
Answer: • internal and external
Question:* Which is not part of active listening?
Answer: • Forming assumptions
Question:* What is an acceptable amount of time lapsed to greet a customer?
Answer: • Immediately
Question:* The hostess at a restaurant is an example of _________.
Answer: • front line staff
Question:* When a caller immediately asks for a supervisor, you should:
Answer: • Follow company procedure for escalating calls.
Question:* If your company consistently takes a long time to answer support calls, the customer gets the impression...
Answer: • you are too busy to handle your business
Question:* What does providing outstanding customer service mean?
Answer: • Going above and beyond expectations
Question:* When you can't provide a customer with an immediate solution, what should your next step be?
Answer: • Take a message and ensure they will receive follow-up contact to resolve the issue
Question:* When faced with a disgruntled customer, which is NOT recommended?
Answer: • Mirror their tone even if it is argumentative
Question:* What is active listening?
Answer: • It is when the listener uses feedback to affirm that they are listening
Question:* Upset customers tend to calm down if you _________.
Answer: • offer a sincere apology
Question:* When a customer asks in person where something is, it is best to...
Answer: • Take them to where it is
Question:* To an angry customer, an apology must be
Answer: • Sincere
Question:* The goodbye greeting is important because it
Answer: • Gives the last impression
Question:* If a customer calls with a technical problem, what should be your first action to address the issue?
Answer: • Ask initial questions designed to asses their level of technical competency
Question:* The key to customer service is to __________.
Answer: • match the perceived needs with the best possible solutions
Question:* Which is not an example of active listening?
Answer: • interjecting when the solution to a problem becomes apparent
Question:* When assisting an angry customer, you should always:
Answer: • Ask the customer to assist in creating a solution
Question:* Which of the following is an example of reactive customer service?
Answer: • Replacing a malfunctioning product
Question:* What is the definition of a truly customer service oriented company?
Answer: • customer service is addressed by every department
Question:* What is an example of proactive customer support?
Answer: • Giving customers a survey after they make a purchase
Question:* Generally speaking, a customer service representative should start a conversation with _________.
Answer: • elementary questions
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