Customer service skills test Exam
Questions with Solutions
It costs twice as much to generate a new customer as it does to keep an
exorcisting one - -True
- The phrase " The Customer is king" is true because the customer remains
the final judge of quality - -True
- Customers are satisfied if you say that an action required to solve their
problem cannot happen because it is against company policy - -False
- Customer complaints can be viewed as opportunities because dealing
effectively with them can satisfy an unhappy customer and also build loyalty
- -True
- When working with nonnative customers, it is perfectly acceptable to
correct their English grammar and pronunciation errors - -False
- Body language can be interpreted differently from culture to culture - -
True
- If a caller is not courteous while on the phone you do not have to be
courteous either - -False
- Putting yourself in the customers place through empathic listening can
help you analyze the message from his or her perspective - -True
- If putting a caller on hold is unavoidable first ask the caller for permission
to do so - -True
- When a customer service representative is optimistic, maintains a cheerful
attitude and looks for positive resolution to problems they can be described
as having - -A positive attitude
- The most important reason people shift from one supplier to another is
that they are dissatisfied with - -Service
- The last step in recovering lost customers is to - -Follow up
- Stress arises from - -Lack of control, lack of confidence or self esteem,
leader ship issues
Questions with Solutions
It costs twice as much to generate a new customer as it does to keep an
exorcisting one - -True
- The phrase " The Customer is king" is true because the customer remains
the final judge of quality - -True
- Customers are satisfied if you say that an action required to solve their
problem cannot happen because it is against company policy - -False
- Customer complaints can be viewed as opportunities because dealing
effectively with them can satisfy an unhappy customer and also build loyalty
- -True
- When working with nonnative customers, it is perfectly acceptable to
correct their English grammar and pronunciation errors - -False
- Body language can be interpreted differently from culture to culture - -
True
- If a caller is not courteous while on the phone you do not have to be
courteous either - -False
- Putting yourself in the customers place through empathic listening can
help you analyze the message from his or her perspective - -True
- If putting a caller on hold is unavoidable first ask the caller for permission
to do so - -True
- When a customer service representative is optimistic, maintains a cheerful
attitude and looks for positive resolution to problems they can be described
as having - -A positive attitude
- The most important reason people shift from one supplier to another is
that they are dissatisfied with - -Service
- The last step in recovering lost customers is to - -Follow up
- Stress arises from - -Lack of control, lack of confidence or self esteem,
leader ship issues
