Outstanding Customer Service Exam
Questions & Answers (Grade A+)
A personal customer service vision should focus on _______. -
correct answer ✅How your customers feel about the service you
provide
If you work in Accounting, who would be considered your customer
-
correct answer ✅Anyone you serve
What is the best universal definition of Outstanding Customer
Service? -
correct answer ✅Service that exceeds your customer's
expectations
People go above and beyond because ___________. -
correct answer ✅They get something out of it
Your tone of voice can sound more positive when you add
__________. -
correct answer ✅Dynamics such as a slightly higher pitch and
volume
,Outstanding Customer Service Exam
Questions & Answers (Grade A+)
Why is rapport an essential customer service skill? -
correct answer ✅Rapport helps break down barriers between you
and your customer.
How do use the 10 and 5 technique to greet customers -
correct answer ✅Use a non-verbal greeting at 10 feet and a verbal
greeting at 5 feet.
What is the biggest obstacle to likability when serving customers via
written channels? -
correct answer ✅Customers can't see your body language or hear
your tone of voice
What will most effectively enhance the warmth and friendliness of
your tone of voice? -
correct answer ✅Smiling
All of the following are recommended techniques for building
rapport with your customers, except: __________. -
correct answer ✅Give them some space- let the customer greet
you first.
, Outstanding Customer Service Exam
Questions & Answers (Grade A+)
Which question is the best way to start a conversation with a face-
to-face customer? -
correct answer ✅What brings you in today?
Which customer need is the most important to address? -
correct answer ✅Emotional needs
Which of these is not a recommended way to serve your customers
more effectively? -
correct answer ✅Speed up your emaill writing tasks
What is the first step in meeting an upset customer's emotional
needs -
correct answer ✅Let them vent.
Which is the best choice when telling a customer that something
will take between two and four weeks? -
correct answer ✅It may take up to four weeks.
What is the best way to tell a customer that you follow-up with
them by the end of the day? -
correct answer ✅I will call you by 5pm today
Questions & Answers (Grade A+)
A personal customer service vision should focus on _______. -
correct answer ✅How your customers feel about the service you
provide
If you work in Accounting, who would be considered your customer
-
correct answer ✅Anyone you serve
What is the best universal definition of Outstanding Customer
Service? -
correct answer ✅Service that exceeds your customer's
expectations
People go above and beyond because ___________. -
correct answer ✅They get something out of it
Your tone of voice can sound more positive when you add
__________. -
correct answer ✅Dynamics such as a slightly higher pitch and
volume
,Outstanding Customer Service Exam
Questions & Answers (Grade A+)
Why is rapport an essential customer service skill? -
correct answer ✅Rapport helps break down barriers between you
and your customer.
How do use the 10 and 5 technique to greet customers -
correct answer ✅Use a non-verbal greeting at 10 feet and a verbal
greeting at 5 feet.
What is the biggest obstacle to likability when serving customers via
written channels? -
correct answer ✅Customers can't see your body language or hear
your tone of voice
What will most effectively enhance the warmth and friendliness of
your tone of voice? -
correct answer ✅Smiling
All of the following are recommended techniques for building
rapport with your customers, except: __________. -
correct answer ✅Give them some space- let the customer greet
you first.
, Outstanding Customer Service Exam
Questions & Answers (Grade A+)
Which question is the best way to start a conversation with a face-
to-face customer? -
correct answer ✅What brings you in today?
Which customer need is the most important to address? -
correct answer ✅Emotional needs
Which of these is not a recommended way to serve your customers
more effectively? -
correct answer ✅Speed up your emaill writing tasks
What is the first step in meeting an upset customer's emotional
needs -
correct answer ✅Let them vent.
Which is the best choice when telling a customer that something
will take between two and four weeks? -
correct answer ✅It may take up to four weeks.
What is the best way to tell a customer that you follow-up with
them by the end of the day? -
correct answer ✅I will call you by 5pm today
