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Customer Service Quiz

Antonia Blankenberg 10 questions 5.0 (2 ratings) Updated 6 Apr 2018

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Questions in this quiz (10)

  1. 1When dealing with an angry customer face to face, making no eye contact and
    looking away will feel better for you and the customer.
    1. ATrue
    2. BFalse
  2. 2In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
    1. ATrue
    2. BFalse
  3. 3After 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.
    1. ATrue
    2. BFalse
  4. 4Open body language portrays you as positive and friendly. Which of these is an example of open body language?
    1. AFiddling
    2. BEye contact
    3. CFolded arms
  5. 5It's okay to pet a service animal because they're well trained.
    1. ATrue
    2. BFalse
  6. 6Besides making sales, what should we strive for first when speaking with a new customer?
    1. ATo make sure they know we’re better than our competitors.
    2. BTo form a connection and ask if they need any help.
    3. CTo make sure they have a list of all of our prices.
  7. 7A 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?
    1. AAsk someone else to help them.
    2. BTell them you don't know the way.
    3. CExplain a third time and give up.
    4. DExplain a third time slowly and ask if they'd like it written down.
  8. 8Which of the following can have a negative reaction when dealing with an upset customer?
    1. AShowing empathy towards their complaints
    2. BAllowing them to vent
    3. CAsking them to come back when they've calmed down
    4. DExplaining the best solution for the problem
  9. 9 It’s more important to pay attention to new customers than existing customers.
    1. ATrue
    2. BFalse
  10. 10When dealing with a customer, you should not:
    1. AGet caught up in an argument
    2. BUse the word "no"
    3. CGive out orders or place blame on the customer
    4. DAll of the above

Information

Description
Best Practice in Customer Service Quiz on Customer Service Quiz, created by Antonia Blankenberg on 26/07/2017.
Language
English
Views
673
History
Created on 26 Jul 2017 · updated on 6 Apr 2018
Rating
5.0 out of 5 · 2 ratings
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