Andy Lee
Quiz by , created 2 months ago

Training Quiz on Customer Service Quiz, created by Andy Lee on 09/15/2017.

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  • Customer Service Quiz

    Question 1 of 10

    Medal-premium 1

    When dealing with an angry customer face to face, making no eye contact and
    looking away will feel better for you and the customer.

    Select one of the following:

    • True
    • False

    Question 2 of 10

    Medal-premium 1

    In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.

    Select one of the following:

    • True
    • False

    Question 3 of 10

    Medal-premium 1

    After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.

    Select one of the following:

    • True
    • False

    Question 4 of 10

    Medal-premium 1

    Open body language portrays you as positive and friendly. Which of these is an example of open body language?

    Select one of the following:

    • Fiddling

    • Eye contact

    • Folded arms

    Question 5 of 10

    Medal-premium 1

    It's okay to pet a service animal because they're well trained.

    Select one of the following:

    • True
    • False

    Question 6 of 10

    Medal-premium 1

    Besides making sales, what should we strive for first when speaking with a new customer?

    Select one of the following:

    • To make sure they know we’re better than our competitors.

    • To form a connection and ask if they need any help.

    • To make sure they have a list of all of our prices.

    Question 7 of 10

    Medal-premium 1

    A customer with hearing loss asks you for directions to a local church. You give the directions twice but they can't hear you. What do you do?

    Select one of the following:

    • Ask someone else to help them.

    • Tell them you don't know the way.

    • Explain a third time and give up.

    • Explain a third time slowly and ask if they'd like it written down.

    Question 8 of 10

    Medal-premium 1

    Which of the following can have a negative reaction when dealing with an upset customer?

    Select one of the following:

    • Showing empathy towards their complaints

    • Allowing them to vent

    • Asking them to come back when they've calmed down

    • Explaining the best solution for the problem

    Question 9 of 10

    Medal-premium 1

    It’s more important to pay attention to new customers than existing customers.

    Select one of the following:

    • True
    • False

    Question 10 of 10

    Medal-premium 1

    When dealing with a customer, you should not:

    Select one of the following:

    • Get caught up in an argument

    • Use the word "no"

    • Give out orders or place blame on the customer

    • All of the above

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