Customer Service Training Exam

Question 1 of 10

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Respondents with good customer service experiences more likely increase their purchasing or consumerism activities while more than half of those who have had bad experiences patronized and bought from a different company.

Select one of the following:

  • True
  • False

Question 2 of 10

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To give good customer service, you should be able to handle people well.

Select one of the following:

  • True
  • False

Question 3 of 10

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The purpose is to create and maintain a welcoming environment - how can we achieve this? Be attentive, acknowledge the person after 5 seconds.

Select one of the following:

  • True
  • False

Question 4 of 10

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An agent must be able to have the right skills for questioning when dealing with customers.

Select one of the following:

  • True
  • False

Question 5 of 10

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Paraphrasing, Summarising, Choosing your Words and Reflecting Silence are useful skills for questioning when dealing with customers.

Select one of the following:

  • True
  • False

Question 6 of 10

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Saying ‘I don’t know’ without offering an option is an acceptable response

Select one of the following:

  • True
  • False

Question 7 of 10

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First impressions count and will affect the interaction. People make judgements in the first 2 minutes.

Select one of the following:

  • True
  • False

Question 8 of 10

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For the Angry Customer assume control gently and point out the best course of action from what they’ve told you they need.

Select one of the following:

  • True
  • False

Question 9 of 10

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For the ‘know it all’ Customer, find out what they really want, ask them for the options, reflect back to them what they’ve said.

Select one of the following:

  • True
  • False

Question 10 of 10

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For The Suspicious Customer, assume control gently and point out the best course of action from what they’ve told you they need.

Select one of the following:

  • True
  • False
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Customer Service Training Exam

Karen Baldia
Quiz by , created about 2 years ago

Training Quiz on Customer Service Training Exam, created by Karen Baldia on 16/10/2014.

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Karen Baldia
Created by Karen Baldia about 2 years ago
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