Lesson 3- Essential Customer Service
Skills Part 1 Exam Questions & Answers
(Grade A+)
Suppose Susan goes to a used-car dealership looking for a compact,
fuel-efficient car. She's on a strict
budget, so price is a concern. The salesman, Bob, approaches Susan
and asks how he can help her.
Which of the following comments would illustrate the rephrase and
reflect customer service skill?
Select one:
a. "So you're looking for something that will get good gas mileage at
a reasonable price, right?"
b. "I'm sure we can find the right car for you. How about an SUV?
We've got a great deal on this new model!"
c. "We really don't have any compact cars on the lot right now. Why
don't you try 'Cars Are Us' two blocks down?" -
correct answer ✅a. "So you're looking for something that will get
good gas mileage at a reasonable price, right?"
Which of the following most accurately illustrates the customer
service skill, Patience and Persistence?
Select one:
a. Patiently waiting for a customer to call you back.
,Lesson 3- Essential Customer Service
Skills Part 1 Exam Questions & Answers
(Grade A+)
b. Searching for just the right product to fill the customer's need.
c. Telling the customer time is running out on that special offer. -
correct answer ✅b. Searching for just the right product to fill the
customer's need.
Which statement is the most "TRUE"?
Select one:
a. A professional accepts responsibility for his or her own attitude,
behavior and consequences of that behavior.
b. A professional lets the customer set the tone for the
conversation.
c. A professional does not back down when she knows she is right. -
correct answer ✅a. A professional accepts responsibility for his or
her own attitude, behavior and consequences of that behavior.
Being internally focused means:
Select one:
a. Concentrating on how to help the customer get what he wants.
, Lesson 3- Essential Customer Service
Skills Part 1 Exam Questions & Answers
(Grade A+)
b. Concentrating on how to give the company what it needs. -
correct answer ✅b. Concentrating on how to give the company
what it needs.
True or false? The term empowerment, as it relates to customer
service, means consciously choosing to think, feel and respond
positively.
Select one:
True
False -
correct answer ✅True
True or false? In the opening scene, if the customer was being rude,
Karen was justified in returning the attitude.
Select one:
True
False -
correct answer ✅False
Should the customer service focus be...?
Skills Part 1 Exam Questions & Answers
(Grade A+)
Suppose Susan goes to a used-car dealership looking for a compact,
fuel-efficient car. She's on a strict
budget, so price is a concern. The salesman, Bob, approaches Susan
and asks how he can help her.
Which of the following comments would illustrate the rephrase and
reflect customer service skill?
Select one:
a. "So you're looking for something that will get good gas mileage at
a reasonable price, right?"
b. "I'm sure we can find the right car for you. How about an SUV?
We've got a great deal on this new model!"
c. "We really don't have any compact cars on the lot right now. Why
don't you try 'Cars Are Us' two blocks down?" -
correct answer ✅a. "So you're looking for something that will get
good gas mileage at a reasonable price, right?"
Which of the following most accurately illustrates the customer
service skill, Patience and Persistence?
Select one:
a. Patiently waiting for a customer to call you back.
,Lesson 3- Essential Customer Service
Skills Part 1 Exam Questions & Answers
(Grade A+)
b. Searching for just the right product to fill the customer's need.
c. Telling the customer time is running out on that special offer. -
correct answer ✅b. Searching for just the right product to fill the
customer's need.
Which statement is the most "TRUE"?
Select one:
a. A professional accepts responsibility for his or her own attitude,
behavior and consequences of that behavior.
b. A professional lets the customer set the tone for the
conversation.
c. A professional does not back down when she knows she is right. -
correct answer ✅a. A professional accepts responsibility for his or
her own attitude, behavior and consequences of that behavior.
Being internally focused means:
Select one:
a. Concentrating on how to help the customer get what he wants.
, Lesson 3- Essential Customer Service
Skills Part 1 Exam Questions & Answers
(Grade A+)
b. Concentrating on how to give the company what it needs. -
correct answer ✅b. Concentrating on how to give the company
what it needs.
True or false? The term empowerment, as it relates to customer
service, means consciously choosing to think, feel and respond
positively.
Select one:
True
False -
correct answer ✅True
True or false? In the opening scene, if the customer was being rude,
Karen was justified in returning the attitude.
Select one:
True
False -
correct answer ✅False
Should the customer service focus be...?
