Customer Service Representative - Practice Test-
Exam Questions with Verified Correct Answers |
Guaranteed A+
What is the best reason for demonstrating confidence? - ✔✔Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - ✔✔Paraphrasing is using your own
words to confirm your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use
silent time? - ✔✔Review the call history.
What information should be documented for every case or incident? - ✔✔All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ✔✔Logging incidents provides
information that can be reused.
What is the most likely benefit of recording all incidents? - ✔✔Recording all incidents
allows the support center to be proactive.
You have just received a customer call, but there are other team members laughing and
joking in your area. What is the best course of action? - ✔✔Ask your team members
to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? -
✔✔Security policies protect the company and its customers.
, What is the best example of active listening? - ✔✔Taking notes while you talk to the
customer.
What is the purpose of asking open-ended questions? - ✔✔Open-ended questions
attempt to obtain elaboration or narrative.
Which message follows best practices for writing business e-mails? - ✔✔Dear Sarah,
we have completed the work you requested on Mr. Smith's printer. The printer
cartridge was out of ink and has been replaced. It is now working properly. If there is
anything else we can do for you, please contact the support center at extension 4357.
Thank you.
What is the best reason for empathizing with a customer? - ✔✔Empathizing with a
customer lets the customer know that you understand how he or she feels.
What action should be avoided when documenting incidents? - ✔✔Recording
customer emotions.
What is the best example of an open-ended question? - ✔✔Describe the steps you
have taken to resolve the incident so far.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question about the incident, but the
customer keeps talking about what will happen if the document is not available. What
should you do to get the customer to refocus on the incident? - ✔✔Allow the
customer to vent.
What is an important benefit of active listening? - ✔✔Active listening improves the
quality of incident analysis.
Exam Questions with Verified Correct Answers |
Guaranteed A+
What is the best reason for demonstrating confidence? - ✔✔Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - ✔✔Paraphrasing is using your own
words to confirm your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use
silent time? - ✔✔Review the call history.
What information should be documented for every case or incident? - ✔✔All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - ✔✔Logging incidents provides
information that can be reused.
What is the most likely benefit of recording all incidents? - ✔✔Recording all incidents
allows the support center to be proactive.
You have just received a customer call, but there are other team members laughing and
joking in your area. What is the best course of action? - ✔✔Ask your team members
to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? -
✔✔Security policies protect the company and its customers.
, What is the best example of active listening? - ✔✔Taking notes while you talk to the
customer.
What is the purpose of asking open-ended questions? - ✔✔Open-ended questions
attempt to obtain elaboration or narrative.
Which message follows best practices for writing business e-mails? - ✔✔Dear Sarah,
we have completed the work you requested on Mr. Smith's printer. The printer
cartridge was out of ink and has been replaced. It is now working properly. If there is
anything else we can do for you, please contact the support center at extension 4357.
Thank you.
What is the best reason for empathizing with a customer? - ✔✔Empathizing with a
customer lets the customer know that you understand how he or she feels.
What action should be avoided when documenting incidents? - ✔✔Recording
customer emotions.
What is the best example of an open-ended question? - ✔✔Describe the steps you
have taken to resolve the incident so far.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question about the incident, but the
customer keeps talking about what will happen if the document is not available. What
should you do to get the customer to refocus on the incident? - ✔✔Allow the
customer to vent.
What is an important benefit of active listening? - ✔✔Active listening improves the
quality of incident analysis.
