CUSTOMER SERVICE PRACTICE TEST QUESTIONS &
ANSWERS
You - Answers- When providing quality customer service, the key to making the puzzle
come together is "___________".
Help each customer the best you can and make sure each customer leaves
happy. - Answers- How is positive customer service defined?
Not just a statistic but people with unique needs just like you and me - Answers-
According to principle one, our customers are
We have to know who are customers are - Answers- What is principle two of positive
customer service?
First time workers
Want or are required to change careers
Trying to advance in their career
Have job-want to start a career - Answers- What are the four types of job seekers that
we serve in the workforce offices?
Businesses
Schools
Community partners
colleagues
co-workers - Answers- Who else (other than job seekers are our customers)?
Appear friendly, smile and talk directly to
customer - Answers- What is principle three of positive customer service?
meets the customer's needs to the best of the company's abilities is engaging and
thoughtful - Answers- Good customer service is described as "engaging each customer
in a manner that..." (select two)
Customers are the focus of our business - Answers- What is principle one of positive
customer service?
smile/ talk - Answers- According to principle three we must ___________ and
__________ directly with our customers
, positive - Answers- Part of principle three is to smile and talk directly to the customer.
We must make sure that we are engaging the customer with a attitude, even if we are
having a bad day.
How do we appear friendly on a bad day? We have to take it - Answers-
Do not take it personally - Answers- What is principle four of positive customer service?
Smiling and talking directly to each customer - Answers- Mary works at the front desk
of the One-Stop Career Center. She meets with hundreds of customers each day,
including unhappy job seekers and those who have lost their jobs. Today, she has heard
from a lot of sad people today. But, she remembers principle three of positive customer
service and takes it one customer at a time. She serves each customer individuals by
•One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are - Answers- responding to the customer's
needs
What is one of the ways that you can be courteous to a customer? List them below.
(These are in the training materials, under principle five)
•One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are responding to the customer's needs -
Answers- List five ways that you can be to customers. (These are in the training
materials, under principle five)
smile - Answers- Principle six of positive customer service requires workforce
professionals to use positive communication skills. Finish this statement appropriately.
According to principle six, you should always greet customers with a
Use open body language
Use eye contact
Make sure you are not thinking about what you're going to say next
Do not interrupt
Positive reactions - Answers- What are ways that you can show you are actively
listening and paying attention to customers?
Why shouldn't you interrupt a customer when they are talking according to principle six
of positive customer service? - Answers-
ANSWERS
You - Answers- When providing quality customer service, the key to making the puzzle
come together is "___________".
Help each customer the best you can and make sure each customer leaves
happy. - Answers- How is positive customer service defined?
Not just a statistic but people with unique needs just like you and me - Answers-
According to principle one, our customers are
We have to know who are customers are - Answers- What is principle two of positive
customer service?
First time workers
Want or are required to change careers
Trying to advance in their career
Have job-want to start a career - Answers- What are the four types of job seekers that
we serve in the workforce offices?
Businesses
Schools
Community partners
colleagues
co-workers - Answers- Who else (other than job seekers are our customers)?
Appear friendly, smile and talk directly to
customer - Answers- What is principle three of positive customer service?
meets the customer's needs to the best of the company's abilities is engaging and
thoughtful - Answers- Good customer service is described as "engaging each customer
in a manner that..." (select two)
Customers are the focus of our business - Answers- What is principle one of positive
customer service?
smile/ talk - Answers- According to principle three we must ___________ and
__________ directly with our customers
, positive - Answers- Part of principle three is to smile and talk directly to the customer.
We must make sure that we are engaging the customer with a attitude, even if we are
having a bad day.
How do we appear friendly on a bad day? We have to take it - Answers-
Do not take it personally - Answers- What is principle four of positive customer service?
Smiling and talking directly to each customer - Answers- Mary works at the front desk
of the One-Stop Career Center. She meets with hundreds of customers each day,
including unhappy job seekers and those who have lost their jobs. Today, she has heard
from a lot of sad people today. But, she remembers principle three of positive customer
service and takes it one customer at a time. She serves each customer individuals by
•One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are - Answers- responding to the customer's
needs
What is one of the ways that you can be courteous to a customer? List them below.
(These are in the training materials, under principle five)
•One: Greet your customers with a smile
• Two: Use the customers name and give your name as well
• Three: Do not answer the phone while talking to a customer
• Four: Do not meet or drink while meeting with a customer
• Five: Listen and make sure that you are responding to the customer's needs -
Answers- List five ways that you can be to customers. (These are in the training
materials, under principle five)
smile - Answers- Principle six of positive customer service requires workforce
professionals to use positive communication skills. Finish this statement appropriately.
According to principle six, you should always greet customers with a
Use open body language
Use eye contact
Make sure you are not thinking about what you're going to say next
Do not interrupt
Positive reactions - Answers- What are ways that you can show you are actively
listening and paying attention to customers?
Why shouldn't you interrupt a customer when they are talking according to principle six
of positive customer service? - Answers-
