Customer Service Specialist
Practice Examination Questions &
Answers
Because Customer Service is a complex and demanding field, it requires the
successful CSS to possess which of the following traits:
a. intelligence
b. stunning good looks
c. certified tech skills
d. poor judgment - -A; intelligence
- To help become an effective speaker, you should do which of the
following?
a. Use judgmental descriptions
b. Generalize
c. State opinions as facts
d. State facts without gossip or rumors - -D; state facts without gossip or
rumors
- To become a successful leader, it is mandatory that you have a compulsive
drive to succeed.
a. True
b. False - -B; false
- The mind of a successful person is:
a. usually in a lower I.Q. range
b. smarter than others
c. hard to understand because it comes naturally
d. on call at all times - -D; on call at all times
- Which of the following statements reflects a positive image to the
customer?
a. I shouldn't
b. Let's see what I can do
c. That could not have happened
d. But... - -B; let's see what I can do
- Every business decision we make should be geared toward holding firm for
our employer's sake
a. True
b. False - -B; false
, - If we display traits of honesty and candor, we are demonstrating the
concept of:
a. integrity
b. fairness
c. diligence
d. incompetence - -A; integrity
- Some companies pay those with CSS certifications more than ordinary
workers.
a. True
b. False - -A; true
- Company loyalty requires an employee to:
a. establish friendships inside the competitor's company to discuss work
ideas
b. stay on the same page with shifting company goals
c. argue with customers (if necessary) to get the company's position across
d. volunteer for an assignment at the company picnic - -B; stay on the same
page with shifting company goals
- Effective customer service operations will:
a. increase customer loyalty and retention
b. increase overall sales revenues
c. provide competitive advantage
d. all of the above - -D; all of the above (increase customer loyalty and
retention, increase overall sales revenues, and provide competitive
advantage)
- A complaint is called what kind of feedback?
a. Unwanted
b. Negative
c. Positive
d. Not called feedback at all - -B; negative
- If a company's website is maintained by an outsourced company of web
designers and consultants, then the CSS will not be troubled with customer
feedback concerning the website. All feedback should be directed to the
consulting firm.
a. True
b. False - -B; false
- What is customer feedback?
a. A customer relating their opinions and perceptions of your company, its
products, and their experience with the company
b. Incessant nagging
c. Complaints
, d. Sales created by customer word-of-mouth - -A; a customer relating their
opinions and perceptions of your company, its products, and their experience
with the company
- Why is a CSS concerned with all aspects of customer feedback to the
company?
a. If a CSS wants a promotion, he/she has to know it all
b. The CSS is the first contact with a caller and must know enough about the
company to route the call to the person who can handle it
c. A CSS is not responsible for all aspects of customer feedback
d. A CSS is not responsible for all aspects of their company - -B; the CSS is
the first contact with a caller and must know enough about the company to
route the call to the person who can handle it
- What is the most important reason for an employer to recognize the
personality types of employees?
a. To place an employee in the position where he/she can be the most
effective
b. To place an employee where he/she can make the most friends
c. To keep an employee 'out of your hair'
d. To prevent discord - -A; to place an employee in the position where
he/she can be the most effective
- It is not necessarily helpful for you to know your own personality type
a. True
b. False - -B; false
- To keep your emotions from controlling your decisions, it is a good idea to:
a. ask someone else to make the decision for you
b. make a chart listing assets and liabilities of all possible decisions
c. toss a coin
d. go with the decision that "feels" best - -B; make a chart listing assets and
liabilities of all possible decisions
- If your are dating someone at your workplace, it is best to:
a. share your happiness with the other employees
b. pretend you don't know each other at work
c. be discreet and don't discuss the situation with other employees
d. rehash last night's date with you co-workers - -C; be discreet and don't
discuss the situation with other employees
- If your day becomes too stressful, you should take a minute to relax and
think of something peaceful.
a. True
b. False - -A; true
Practice Examination Questions &
Answers
Because Customer Service is a complex and demanding field, it requires the
successful CSS to possess which of the following traits:
a. intelligence
b. stunning good looks
c. certified tech skills
d. poor judgment - -A; intelligence
- To help become an effective speaker, you should do which of the
following?
a. Use judgmental descriptions
b. Generalize
c. State opinions as facts
d. State facts without gossip or rumors - -D; state facts without gossip or
rumors
- To become a successful leader, it is mandatory that you have a compulsive
drive to succeed.
a. True
b. False - -B; false
- The mind of a successful person is:
a. usually in a lower I.Q. range
b. smarter than others
c. hard to understand because it comes naturally
d. on call at all times - -D; on call at all times
- Which of the following statements reflects a positive image to the
customer?
a. I shouldn't
b. Let's see what I can do
c. That could not have happened
d. But... - -B; let's see what I can do
- Every business decision we make should be geared toward holding firm for
our employer's sake
a. True
b. False - -B; false
, - If we display traits of honesty and candor, we are demonstrating the
concept of:
a. integrity
b. fairness
c. diligence
d. incompetence - -A; integrity
- Some companies pay those with CSS certifications more than ordinary
workers.
a. True
b. False - -A; true
- Company loyalty requires an employee to:
a. establish friendships inside the competitor's company to discuss work
ideas
b. stay on the same page with shifting company goals
c. argue with customers (if necessary) to get the company's position across
d. volunteer for an assignment at the company picnic - -B; stay on the same
page with shifting company goals
- Effective customer service operations will:
a. increase customer loyalty and retention
b. increase overall sales revenues
c. provide competitive advantage
d. all of the above - -D; all of the above (increase customer loyalty and
retention, increase overall sales revenues, and provide competitive
advantage)
- A complaint is called what kind of feedback?
a. Unwanted
b. Negative
c. Positive
d. Not called feedback at all - -B; negative
- If a company's website is maintained by an outsourced company of web
designers and consultants, then the CSS will not be troubled with customer
feedback concerning the website. All feedback should be directed to the
consulting firm.
a. True
b. False - -B; false
- What is customer feedback?
a. A customer relating their opinions and perceptions of your company, its
products, and their experience with the company
b. Incessant nagging
c. Complaints
, d. Sales created by customer word-of-mouth - -A; a customer relating their
opinions and perceptions of your company, its products, and their experience
with the company
- Why is a CSS concerned with all aspects of customer feedback to the
company?
a. If a CSS wants a promotion, he/she has to know it all
b. The CSS is the first contact with a caller and must know enough about the
company to route the call to the person who can handle it
c. A CSS is not responsible for all aspects of customer feedback
d. A CSS is not responsible for all aspects of their company - -B; the CSS is
the first contact with a caller and must know enough about the company to
route the call to the person who can handle it
- What is the most important reason for an employer to recognize the
personality types of employees?
a. To place an employee in the position where he/she can be the most
effective
b. To place an employee where he/she can make the most friends
c. To keep an employee 'out of your hair'
d. To prevent discord - -A; to place an employee in the position where
he/she can be the most effective
- It is not necessarily helpful for you to know your own personality type
a. True
b. False - -B; false
- To keep your emotions from controlling your decisions, it is a good idea to:
a. ask someone else to make the decision for you
b. make a chart listing assets and liabilities of all possible decisions
c. toss a coin
d. go with the decision that "feels" best - -B; make a chart listing assets and
liabilities of all possible decisions
- If your are dating someone at your workplace, it is best to:
a. share your happiness with the other employees
b. pretend you don't know each other at work
c. be discreet and don't discuss the situation with other employees
d. rehash last night's date with you co-workers - -C; be discreet and don't
discuss the situation with other employees
- If your day becomes too stressful, you should take a minute to relax and
think of something peaceful.
a. True
b. False - -A; true
