Customer Service Specialist Practice Examination
Correctly Solved to Score A+
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 - Answer 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 - Answer 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 - Answer 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 - Answer 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... - Answer 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 - Answer B; false
If we display traits of honesty and candor, we are demonstrating the concept of:
a. integrity
b. fairness
c. diligence
d. incompetence - Answer A; integrity
Some companies pay those with CSS certifications more than ordinary workers.
a. True
b. False - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer A; true
If your coworker is dealing with a tragic situation, your best bet is to:
Correctly Solved to Score A+
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 - Answer 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 - Answer 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 - Answer 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 - Answer 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... - Answer 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 - Answer B; false
If we display traits of honesty and candor, we are demonstrating the concept of:
a. integrity
b. fairness
c. diligence
d. incompetence - Answer A; integrity
Some companies pay those with CSS certifications more than ordinary workers.
a. True
b. False - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer 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 - Answer A; true
If your coworker is dealing with a tragic situation, your best bet is to:
