Customer Service Representative -
Practice Test Exam |questions with
Answers
Recognizing that a customer's psychological needs must be met when
resolving incidents is called? - -Customer Call Differentiating
- What is the best way to minimize conflict with a customer? - -Remain
friendly towards the customer.
- A talkative customer can result in extended call times. What is the best
practice for disengaging from a customer? - -Recap the customer's actions.
- Which situation is most appropriate for an escalation? - -You have
exhausted all available resources.
- What is the best way to handle calls related to non-supported items? - -
Advise the customer of other means of getting assistance.
- What is the most important reason for providing status updates to
customers? - -Customers need to know when they can get back to work.
- What is a best practice for documenting cases or incidents? - -Use correct
punctuation.
- What is a best practice for building positive working relationships with
others groups in the support center? - -Share your knowledge and expertise.
- What is the best reason for matching the communication style of your
customer? - -Matching the communication style of your customer increases
customer satisfaction.
- 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.
- A customer calls because she is having trouble accessing the Internet. The
customer is angry that this incident keeps recurring and begins to complain
Practice Test Exam |questions with
Answers
Recognizing that a customer's psychological needs must be met when
resolving incidents is called? - -Customer Call Differentiating
- What is the best way to minimize conflict with a customer? - -Remain
friendly towards the customer.
- A talkative customer can result in extended call times. What is the best
practice for disengaging from a customer? - -Recap the customer's actions.
- Which situation is most appropriate for an escalation? - -You have
exhausted all available resources.
- What is the best way to handle calls related to non-supported items? - -
Advise the customer of other means of getting assistance.
- What is the most important reason for providing status updates to
customers? - -Customers need to know when they can get back to work.
- What is a best practice for documenting cases or incidents? - -Use correct
punctuation.
- What is a best practice for building positive working relationships with
others groups in the support center? - -Share your knowledge and expertise.
- What is the best reason for matching the communication style of your
customer? - -Matching the communication style of your customer increases
customer satisfaction.
- 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.
- A customer calls because she is having trouble accessing the Internet. The
customer is angry that this incident keeps recurring and begins to complain
