Customer Service Test Exam Questions
& Answers (Grade A+)
customer service -
correct answer ✅series of activities intended to raise the level of
customer satisfaction so that the customer feels that a product or
service meets their needs and expectations.
Customer Service Association -
correct answer ✅applies a mixture of planning, problem-solving,
decision-making, critical thinking, professionalism, respect and
more to give a customer more then they expect and deliver an
experience they'll want to share with others.
Why is customer service important? -
correct answer ✅Good customer service increases sales, sales
increase revenue, improved revenue means jobs, and raised
revenue also means more money for pay advances and bonuses.
What is a retail employee responsible for? -
correct answer ✅Helping satisfy customer needs and resolving
problems
Customers often need help ... -
correct answer ✅locating a product
,Customer Service Test Exam Questions
& Answers (Grade A+)
Give customers specific directions and if possible -
correct answer ✅walk with them to that area
Learn about the products you sell by: -
correct answer ✅- Study product info from manufacturer
- Use product/service to gain 1st-hand experience
- Understand any safety requirements
- Anticipate questions your customer might have and research
answers to those questions
- Keep notes or checklist to help you (when needed)
Written and Multimedia Material About Products/Services -
correct answer ✅- Your company, the manufacturers and suppliers
often develop written + multimedia material about products you
sell
- Look up product reviews online
- Read catalogs and product labels/booklets/manuals
commission -
correct answer ✅a percentage of a sale paid to a salesperson
, Customer Service Test Exam Questions
& Answers (Grade A+)
Product Feature -
correct answer ✅physical attributes of a product(color, size,
materials it's made from, function,etc.)
Product Benefits -
correct answer ✅explain features in a way that shows customer
the advantages or rewards of a product
Exceptional Customer Service Means Extraordinary Business -
correct answer ✅-Consumers spend up to 10% more for the same
product if it comes with better service
-When customers receive good service, they tell 1 to 3 people
-When customers receive bad service, they tell an average of 10
people
-The likelihood that customers will repurchase from a store if their
complaints are handled quickly/pleasantly is 82%
-When service is poor, 91% of customers refuse to go back to that
store
Service Success Loop -
correct answer ✅-With better service skills, you will
be able to satisfy customers consistently
& Answers (Grade A+)
customer service -
correct answer ✅series of activities intended to raise the level of
customer satisfaction so that the customer feels that a product or
service meets their needs and expectations.
Customer Service Association -
correct answer ✅applies a mixture of planning, problem-solving,
decision-making, critical thinking, professionalism, respect and
more to give a customer more then they expect and deliver an
experience they'll want to share with others.
Why is customer service important? -
correct answer ✅Good customer service increases sales, sales
increase revenue, improved revenue means jobs, and raised
revenue also means more money for pay advances and bonuses.
What is a retail employee responsible for? -
correct answer ✅Helping satisfy customer needs and resolving
problems
Customers often need help ... -
correct answer ✅locating a product
,Customer Service Test Exam Questions
& Answers (Grade A+)
Give customers specific directions and if possible -
correct answer ✅walk with them to that area
Learn about the products you sell by: -
correct answer ✅- Study product info from manufacturer
- Use product/service to gain 1st-hand experience
- Understand any safety requirements
- Anticipate questions your customer might have and research
answers to those questions
- Keep notes or checklist to help you (when needed)
Written and Multimedia Material About Products/Services -
correct answer ✅- Your company, the manufacturers and suppliers
often develop written + multimedia material about products you
sell
- Look up product reviews online
- Read catalogs and product labels/booklets/manuals
commission -
correct answer ✅a percentage of a sale paid to a salesperson
, Customer Service Test Exam Questions
& Answers (Grade A+)
Product Feature -
correct answer ✅physical attributes of a product(color, size,
materials it's made from, function,etc.)
Product Benefits -
correct answer ✅explain features in a way that shows customer
the advantages or rewards of a product
Exceptional Customer Service Means Extraordinary Business -
correct answer ✅-Consumers spend up to 10% more for the same
product if it comes with better service
-When customers receive good service, they tell 1 to 3 people
-When customers receive bad service, they tell an average of 10
people
-The likelihood that customers will repurchase from a store if their
complaints are handled quickly/pleasantly is 82%
-When service is poor, 91% of customers refuse to go back to that
store
Service Success Loop -
correct answer ✅-With better service skills, you will
be able to satisfy customers consistently
