Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
Because Customer Service is a complex and demanding field, it
requires the successful CSS to possess which of the following traits:
a. intelligence
b. stunning good looks
c. certified tech skills
d. poor judgment -
correct answer ✅A; intelligence
To help become an effective speaker, you should do which of the
following?
a. Use judgmental descriptions
b. Generalize
c. State opinions as facts
d. State facts without gossip or rumors -
correct answer ✅D; state facts without gossip or rumors
To become a successful leader, it is mandatory that you have a
compulsive drive to succeed.
a. True
b. False -
correct answer ✅B; false
,Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
The mind of a successful person is:
a. usually in a lower I.Q. range
b. smarter than others
c. hard to understand because it comes naturally
d. on call at all times -
correct answer ✅D; on call at all times
Which of the following statements reflects a positive image to the
customer?
a. I shouldn't
b. Let's see what I can do
c. That could not have happened
d. But... -
correct answer ✅B; let's see what I can do
Every business decision we make should be geared toward holding
firm for our employer's sake
a. True
b. False -
correct answer ✅B; false
,Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
If we display traits of honesty and candor, we are demonstrating
the concept of:
a. integrity
b. fairness
c. diligence
d. incompetence -
correct answer ✅A; integrity
Some companies pay those with CSS certifications more than
ordinary workers.
a. True
b. False -
correct answer ✅A; true
Company loyalty requires an employee to:
a. establish friendships inside the competitor's company to discuss
work ideas
b. stay on the same page with shifting company goals
c. argue with customers (if necessary) to get the company's position
across
, Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
d. volunteer for an assignment at the company picnic -
correct answer ✅B; stay on the same page with shifting company
goals
Effective customer service operations will:
a. increase customer loyalty and retention
b. increase overall sales revenues
c. provide competitive advantage
d. all of the above -
correct answer ✅D; all of the above (increase customer loyalty
and retention, increase overall sales revenues, and provide
competitive advantage)
A complaint is called what kind of feedback?
a. Unwanted
b. Negative
c. Positive
d. Not called feedback at all -
correct answer ✅B; negative
Questions & Answers (Grade A+)
Because Customer Service is a complex and demanding field, it
requires the successful CSS to possess which of the following traits:
a. intelligence
b. stunning good looks
c. certified tech skills
d. poor judgment -
correct answer ✅A; intelligence
To help become an effective speaker, you should do which of the
following?
a. Use judgmental descriptions
b. Generalize
c. State opinions as facts
d. State facts without gossip or rumors -
correct answer ✅D; state facts without gossip or rumors
To become a successful leader, it is mandatory that you have a
compulsive drive to succeed.
a. True
b. False -
correct answer ✅B; false
,Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
The mind of a successful person is:
a. usually in a lower I.Q. range
b. smarter than others
c. hard to understand because it comes naturally
d. on call at all times -
correct answer ✅D; on call at all times
Which of the following statements reflects a positive image to the
customer?
a. I shouldn't
b. Let's see what I can do
c. That could not have happened
d. But... -
correct answer ✅B; let's see what I can do
Every business decision we make should be geared toward holding
firm for our employer's sake
a. True
b. False -
correct answer ✅B; false
,Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
If we display traits of honesty and candor, we are demonstrating
the concept of:
a. integrity
b. fairness
c. diligence
d. incompetence -
correct answer ✅A; integrity
Some companies pay those with CSS certifications more than
ordinary workers.
a. True
b. False -
correct answer ✅A; true
Company loyalty requires an employee to:
a. establish friendships inside the competitor's company to discuss
work ideas
b. stay on the same page with shifting company goals
c. argue with customers (if necessary) to get the company's position
across
, Customer Service Specialist Practice Exam
Questions & Answers (Grade A+)
d. volunteer for an assignment at the company picnic -
correct answer ✅B; stay on the same page with shifting company
goals
Effective customer service operations will:
a. increase customer loyalty and retention
b. increase overall sales revenues
c. provide competitive advantage
d. all of the above -
correct answer ✅D; all of the above (increase customer loyalty
and retention, increase overall sales revenues, and provide
competitive advantage)
A complaint is called what kind of feedback?
a. Unwanted
b. Negative
c. Positive
d. Not called feedback at all -
correct answer ✅B; negative
