Customer Service Module 2 Exam
Questions & Answers (Grade A+)
___________________________ skills are essential components
for every customer service professional. -
correct answer ✅Communication.
Learning to communicate the right message to your customers is a
critical component to the service they experience.
Good _______________ and __________________ communication
skills are necessary for effective customer care. -
correct answer ✅Verbal
Non-verbal
What are the 4 basic points a customer service representative
needs to convey to their customers? -
correct answer ✅1. They are IMPORTANT.
2. They are RESPECTED.
3. They are VALUED.
4. They are WELCOMED.
Non-verbal communication refers to.... -
correct answer ✅General Body Language
, Customer Service Module 2 Exam
Questions & Answers (Grade A+)
Eye Contact
Facial Expressions
Hand Gestures
Body Posture
Touch
Physical Distance
True or False: You should never maintain direct eye contact with
your customer. -
correct answer ✅False
You should always maintain eye contact so that your customer feels
valued, important, respected, and welcomed.
Eye contact with customers should be _________________. -
correct answer ✅Natural
You should maintain the same type of eye contact that you would
have when talking with a friend.
Regarding "good" eye contact, DON'T ___________________. -
correct answer ✅Stare
Questions & Answers (Grade A+)
___________________________ skills are essential components
for every customer service professional. -
correct answer ✅Communication.
Learning to communicate the right message to your customers is a
critical component to the service they experience.
Good _______________ and __________________ communication
skills are necessary for effective customer care. -
correct answer ✅Verbal
Non-verbal
What are the 4 basic points a customer service representative
needs to convey to their customers? -
correct answer ✅1. They are IMPORTANT.
2. They are RESPECTED.
3. They are VALUED.
4. They are WELCOMED.
Non-verbal communication refers to.... -
correct answer ✅General Body Language
, Customer Service Module 2 Exam
Questions & Answers (Grade A+)
Eye Contact
Facial Expressions
Hand Gestures
Body Posture
Touch
Physical Distance
True or False: You should never maintain direct eye contact with
your customer. -
correct answer ✅False
You should always maintain eye contact so that your customer feels
valued, important, respected, and welcomed.
Eye contact with customers should be _________________. -
correct answer ✅Natural
You should maintain the same type of eye contact that you would
have when talking with a friend.
Regarding "good" eye contact, DON'T ___________________. -
correct answer ✅Stare
