Customer Service Specialist Practice Examination questions and answers well illustrated.

Customer Service Specialist Practice Examination questions and answers well illustrated. 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 answers.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 answers.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 answers.B; false 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 answers.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 answers.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 answers.B; false If we display traits of honesty and candor, we are demonstrating the concept of: a. integrity b. fairness c. diligence d. incompetence - correct answers.A; integrity Some companies pay those with CSS certifications more than ordinary workers. a. True b. False - correct answers.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 d. volunteer for an assignment at the company picnic - correct answers.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 answers.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 answers.B; negative If a company's website is maintained by an outsourced company of web designers and consultants, then the CSS will not be troubled with customer feedback concerning the website. All feedback should be directed to the consulting firm. a. True b. False - correct answers.B; false What is customer feedback? a. A customer relating their opinions and perceptions of your company, its products, and their experience with the company b. Incessant nagging c. Complaints d. Sales created by customer word-of-mouth - correct answers.A; a customer relating their opinions and perceptions of your company, its products, and their experience with the company Why is a CSS concerned with all aspects of customer feedback to the company? a. If a CSS wants a promotion, he/she has to know it all b. The CSS is the first contact with a caller and must know enough about the company to route the call to the person who can handle it c. A CSS is not responsible for all aspects of customer feedback d. A CSS is not responsible for all aspects of their company - correct answers.B; the CSS is the first contact with a caller and must know enough about the company to route the call to the person who can handle it What is the most important reason for an employer to recognize the personality types of employees? a. To place an employee in the position where he/she can be the most effective b. To place an employee where he/she can make the most friends c. To keep an employee 'out of your hair' d. To prevent discord - correct answers.A; to place an employee in the position where he/she can be the most effective It is not necessarily helpful for you to know your own personality type a. True b. False - correct answers.B; false To keep your emotions from controlling your decisions, it is a good idea to: a. ask someone else to make the decision for you b. make a chart listing assets and liabilities of all possible decisions c. toss a coin d. go with the decision that "feels" best - correct answers.B; make a chart listing assets and liabilities of all possible decisions If your are dating someone at your workplace, it is best to: a. share your happiness with the other employees b. pretend you don't know each other at work c. be discreet and don't discuss the situation with other employees d. rehash last night's date with you co-workers - correct answers.C; be discreet and don't discuss the situation with other employees If your day becomes too stressful, you should take a minute to relax and think of something peaceful. a. True b. False - correct answers.A; true If your coworker is dealing with a tragic situation, your best bet is to: a. ignore the situation b. be helpful without prying into his/her affairs c. do nothing. He/she didn't help you when you were having a bad time d. give him/her advice on 'rising above' the problem - correct answers.B; be helpful without prying into his/her affairs