©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
Customer service final exam study guide Test
Questions And Answers 100% Pass.
A satisfied customer is a customer who enjoys the services and/or products that the organization
provides - Answer✔true
When training a CSR, it is important to show the new customer service representative what is
expected and how the job functions are to be completed - Answer✔true
Role playing with a customer service representative is not a way to analyze how the CSR will
interact with customers in the future - Answer✔false
It is important for customer service representative to remember that each customer is an
individual - Answer✔true
Practicing customer service skills is essential for a CSR to enhance how well he or she may react
to future customers - Answer✔true
Empowering CSRs is the same as monitoring their performance - Answer✔true
Motivating customer service representatives is the same as encouraging their performance -
Answer✔true
When employers inhibit a CSR from utilizing their talents and skills, this is the same as not
allowing CSRs to advance in their career - Answer✔true
Address customer service problems immediately is better than allowing the problems -
Answer✔true
Demonstrating teamwork amongst customer service representative is the same as delegating to
customer service reprenstative - Answer✔false
The best way to resolve conflicts is communication and having an open mind - Answer✔true
Listening to each other when having a conflict is a positive way to understand where the
misunderstanding may be in the communication - Answer✔true
Basic communication is when the receiver sends information to the sender - Answer✔false
A channel, when communicating, can be any device or object to relay the information to another
person - Answer✔true
1|Page
, ©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
When communicating, it is easier to communicate when both parties do not have shared
understanding - Answer✔false
The aggressive communication style is a style where a person has an open minded, bitter,
negative, and does not appreciate others - Answer✔false
The aggressive communication style can be verbal/nonverbal it depends on the person -
Answer✔true
A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style -
Answer✔false
A customer who is quite, smiles when he or she does not want to smile and says one thing but
mean something else is using a passive communication style - Answer✔true
The assertive communication style is an action oriented, open minded, and positive style that
customers as well as customer service representative can use - Answer✔true
Telling a customer "please calm down" is the best way to relax an irate customer - Answer✔false
Using positive body language is very important when approaching a customer no matter if he or
she is aggressive, passive or assertive - Answer✔true
It is important to remember that customer service skills are needed whenever dealing with people
not just in the retail industry - Answer✔true
Appreciating knowledge received from an individual is one of the biggest advances a person can
take when working in customer service - Answer✔true
It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others -
Answer✔true
Characterizing a good listener is someone who is listening with an open mind and tries to be
empathetic to the other person's point of view - Answer✔true
Selective listening is hearing only what you want to hear-sorting out what's not important or of
no interest to you - Answer✔true
Inactive listening means to listen with your whole mind and body not just your ears -
Answer✔false
Listening is hard work because of many distractions or communication barriers - Answer✔true
Being a patient listener is being an open minded listener - Answer✔true
A daydreamer is a level one listener with an open mind and shows empathy - Answer✔false
Non-verbal feedback or body language helps the send to relay all of the information -
Answer✔true
2|Page
Customer service final exam study guide Test
Questions And Answers 100% Pass.
A satisfied customer is a customer who enjoys the services and/or products that the organization
provides - Answer✔true
When training a CSR, it is important to show the new customer service representative what is
expected and how the job functions are to be completed - Answer✔true
Role playing with a customer service representative is not a way to analyze how the CSR will
interact with customers in the future - Answer✔false
It is important for customer service representative to remember that each customer is an
individual - Answer✔true
Practicing customer service skills is essential for a CSR to enhance how well he or she may react
to future customers - Answer✔true
Empowering CSRs is the same as monitoring their performance - Answer✔true
Motivating customer service representatives is the same as encouraging their performance -
Answer✔true
When employers inhibit a CSR from utilizing their talents and skills, this is the same as not
allowing CSRs to advance in their career - Answer✔true
Address customer service problems immediately is better than allowing the problems -
Answer✔true
Demonstrating teamwork amongst customer service representative is the same as delegating to
customer service reprenstative - Answer✔false
The best way to resolve conflicts is communication and having an open mind - Answer✔true
Listening to each other when having a conflict is a positive way to understand where the
misunderstanding may be in the communication - Answer✔true
Basic communication is when the receiver sends information to the sender - Answer✔false
A channel, when communicating, can be any device or object to relay the information to another
person - Answer✔true
1|Page
, ©BRIGHSTARS 2024/2025 ALL RIGHTS RESERVED.
When communicating, it is easier to communicate when both parties do not have shared
understanding - Answer✔false
The aggressive communication style is a style where a person has an open minded, bitter,
negative, and does not appreciate others - Answer✔false
The aggressive communication style can be verbal/nonverbal it depends on the person -
Answer✔true
A customer that yells "don't ask me WHY JUST DO IT" has a passive communication style -
Answer✔false
A customer who is quite, smiles when he or she does not want to smile and says one thing but
mean something else is using a passive communication style - Answer✔true
The assertive communication style is an action oriented, open minded, and positive style that
customers as well as customer service representative can use - Answer✔true
Telling a customer "please calm down" is the best way to relax an irate customer - Answer✔false
Using positive body language is very important when approaching a customer no matter if he or
she is aggressive, passive or assertive - Answer✔true
It is important to remember that customer service skills are needed whenever dealing with people
not just in the retail industry - Answer✔true
Appreciating knowledge received from an individual is one of the biggest advances a person can
take when working in customer service - Answer✔true
It's not what you say, but how you say it is Ms. Toomer's favorite quote when handling others -
Answer✔true
Characterizing a good listener is someone who is listening with an open mind and tries to be
empathetic to the other person's point of view - Answer✔true
Selective listening is hearing only what you want to hear-sorting out what's not important or of
no interest to you - Answer✔true
Inactive listening means to listen with your whole mind and body not just your ears -
Answer✔false
Listening is hard work because of many distractions or communication barriers - Answer✔true
Being a patient listener is being an open minded listener - Answer✔true
A daydreamer is a level one listener with an open mind and shows empathy - Answer✔false
Non-verbal feedback or body language helps the send to relay all of the information -
Answer✔true
2|Page
