Customer Service Specialist Practice Exam Questions And Answers (Verified And Updated)

Customer Service Specialist Practice Exam Questions And Answers (Verified And Updated) 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 - answerA; 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 - answerD; 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 - answerB; 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 - answerD; 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... - answerB; 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 - answerB; false If we display traits of honesty and candor, we are demonstrating the concept of: a. integrity b. fairness c. diligence d. incompetence - answerA; integrity Some companies pay those with CSS certifications more than ordinary workers. a. True b. False - answerA; 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 - answerB; 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 - answerD; 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 - answerB; 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 - answerB; 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 - answerA; 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 - answerB; 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 - answerA; 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