Customer Service Quiz

Antonia Blankenberg
Quiz by , created over 1 year ago

Best Practice in Customer Service Quiz on Customer Service Quiz, created by Antonia Blankenberg on 07/26/2017.

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Antonia Blankenberg
Created by Antonia Blankenberg over 1 year ago
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Question 1

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

Question 2

Question
In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.
Answer
  • True
  • False

Question 3

Question
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.
Answer
  • True
  • False

Question 4

Question
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
Answer
  • Fiddling
  • Eye contact
  • Folded arms

Question 5

Question
It's okay to pet a service animal because they're well trained.
Answer
  • True
  • False

Question 6

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

Question
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?
Answer
  • 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

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

Question
It’s more important to pay attention to new customers than existing customers.
Answer
  • True
  • False

Question 10

Question
When dealing with a customer, you should not:
Answer
  • Get caught up in an argument
  • Use the word "no"
  • Give out orders or place blame on the customer
  • All of the above