Customer service multiple choice questions and answers

Customer Service Skills Quiz Answers

Customer Service Questions — True or False?	True	False
1.	Customers are more easily satisfied if their expectations are effectively managed. True. If customers know what to expect, they are more likely to feel satisfied. Table of Contents Show Customer Service Skills Quiz Answers How do I pass a customer service assessment test? What is multiple What is the best answer for multiple Which choices are examples of customer service?	True
2.	In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution. False. The customer isn’t listening for a solution yet. It’s important to soothe the customer’s frustration first.		False
3.	Most upset customers will calm down if you offer a sincere apology. True. Most customers want you to acknowledge that they’ve been disappointed and want you to express some regret.	True
4.	If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say anything to make a sale. False. You (and your organization) lose credibility. Don’t bad-mouth or play the blame game!		False
5.	When a customer calls for technical support, its realistic to require them to explain the problem in technical language. False. Most customers who call tech support are not highly technical. It’s realistic to require the tech support rep to provide assistance at the customer’s level of technical understanding.		False
6.	When you answer a call, and the customer really needs to resolve the issue with another department, it’s your responsibility to make sure the customer reaches someone who can help. True. Customers are relying on you to be their ‘guide’ within your organization. They appreciate your customer service if you don’t abandon them.	True
7.	When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer. False. It will probably feel more comfortable for you, but the customer will interpret it negatively: either as a lack of interest, confidence, or as defensiveness.		False
8.	When dealing with an abusive customer on the phone, it’s important to hang up right away. False. Tell the abusive customer you’d like to help them, and will do so when the conversational tone is calm.		False
9.	On a technical help desk, the agents who are the smartest technically are always rated most helpful and customer friendly by the customer. False. To the surprise of many help desk managers, the agent who is the most persistent, conscientious and has the best customer contact skills rates highest with the customers.		False
10.	After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business. True. Follow-up is one of the best ways to leave your customer thinking: “Hey, that was excellent customer service!”	True
11.	Customers trust you more if they have problems with your product or service and receive speedy resolution, than if they have no problems with your product at all. True. It’s not the absence of problems that develops trust, but your reaction when things go wrong. Customers want to know that no matter what happens, you care about them and are on their side.	True
12.	The most credible advertising is a satisfied customer. True. Positive word of mouth from a happy customer is the most powerful and least expensive advertising. How does your organization create positive word of mouth advertising?	True
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Donna Earl is an international specialist in Customer Service, Management Skills and Emotional Intelligence. Drawing on her corporate background and over 20 years consulting experience, she writes articles on current business topics. These articles reflect current challenges verbalized by the 250,000+ people worldwide who have participated in her training sessions.

Donna can be contacted by phone 415.929.8110 or by email at regarding her consulting and training services, or for permission to reprint these articles.

Providing impeccable customer service has become really important to earn customer trust, loyalty, and gain competitive advantage. But how do you think businesses are able to do that? Check out the online customer service quizzes to get the answers and learn more interesting facts and trivia.

Top Trending Quizzes

For one to work in customer service, they have to have a lot of patience and know-how to talk to a client. How long have you been a customer service attendant? Take up the customer service questions, and answers test below and...

Questions: 15 | Attempts: 81865 | Last updated: Mar 22, 2022

Sample Question
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

Tell the person what you think the answer might be.

Refer the person to your supervisor.

Say that you are not allowed to give out that information to the public.

Inform the person that you don't know but will find out.

Take up this customer service skills test questions and answers and improve your hiring chances. Also, it would test your knowledge whether you know the basics of customer service or not. Customer service is the support and...

Questions: 10 | Attempts: 26456 | Last updated: Apr 6, 2022

Sample Question
A complaining customer is...?

Almost right

Always the customer

Often lying

Always right

To practice completing questions on Service Operations

Questions: 20 | Attempts: 5272 | Last updated: Mar 22, 2022

Sample Question
Which incidents should be logged by the Service Desk?

Only incidents not resolved at logging

Only incidents from bona fide customers

All incidents except simple enquiries

All incidents

Questions: 40 | Attempts: 3782 | Last updated: Mar 22, 2022

Sample Question
If you were unable to answer the customer's question, query, or problem, and you already exhausted all your available resources like knowledge base, reference materials, helpful websites, and offline documents, what should you do next?

Apologize, tell them you don't know the answer and offer a call back.

Wait for them to hung up or ask for somebody else.

Ask a supervisor/Subject Matter Expert or colleague.

Place the customer on hold properly and let your supervisor take over the call.

Customer care skills.

Questions: 10 | Attempts: 7855 | Last updated: Mar 22, 2022

Sample Question
Why should you smile every time you answer a phone call?

Because it will make you feel better

Because the person on the other end of the line can tell that you are smiling

Because it will relax the muscles in your face

Because smiling is fun

Because you are having a bad day

Recent Quizzes

Serving only quality products and excellent courtesy. Remember to read each question and answer carefully. Take note of the feedback after each question.

Questions: 15 | Attempts: 45 | Last updated: Mar 17, 2022

Sample Question
"Do you have Ribeye available?" What should you respond?

Yes, it's available!

Yes we do! We have different types to choose from. Our best seller is the Aged Angus Ribeye Choice Grade. But here's our catalog so you can see the different choices.

Yes it is. Would you like to place an order? :)

Jobs that require you to handle or deal with customers are some of the toughest jobs out there. We have brought this customer service quiz for you. Before you proceed with the quiz, what do you understand about customer service?...

Questions: 10 | Attempts: 290 | Last updated: Oct 30, 2022

Sample Question
When a customer wants to track a shipment but doesn't have the waybill number:

We can't offer to help because we MUST have the waybill number.

We search by phone number instead.

We search by Shipper/receiver name.

We search by origin/destination.

Questions: 10 | Attempts: 1454 | Last updated: Mar 22, 2022

Sample Question
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

Tell the person what you think the answer might be.

Refer the person to your supervisor.

Say that you are not allowed to give out that information to the public

Inform the person that you don't know but will find out.

Questions: 32 | Attempts: 32 | Last updated: Sep 30, 2022

Sample Question
Under which tab do we issue credit for the Subscription Services?

Payment Details Tab

Subscriptions Tab

BRM Invoice Tab

Transaction Tab

Spending a fortune on training customer service reps? Use this quiz to find out the outcome of your customer support trainings!

Questions: 8 | Attempts: 102 | Last updated: Mar 19, 2022

Sample Question
To develop rapport, you should do the following:(Select all that apply)

Smile

Make eye contact

Point your heart towards them

Listen

Tell them everything you know about a product or service

Spending a fortune on training customer service reps? Use this quiz to find out the outcome of your customer support training!

Questions: 10 | Attempts: 468 | Last updated: Mar 22, 2022

Sample Question
To develop rapport, you should do the following: (Select all that apply)

Smile

Make eye contact

Point your heart towards them

Listen

Tell them everything you know about a product or service

Questions: 15 | Attempts: 89 | Last updated: Mar 20, 2022

Sample Question
How many Customer Service Coordinators does TWST have?

4

3

5

6

Questions: 35 | Attempts: 149 | Last updated: Mar 21, 2022

Sample Question
Which of the following is a key benefit of the postpaid package?

Customer pays upfront before using the service

Customer has unlimited talk time

Customer makes monthly payment in arrears

Customer service representatives are tasked with helping out clients when they have issues regarding a good or service. This means that you need to have adequate knowledge about what the business you work for offers and policy...

Questions: 34 | Attempts: 121 | Last updated: Mar 21, 2022

Sample Question
AZ Connect: What can you find on the Employee Resources/Rules sub-tab on AZ Connect?

Employee referral policy

City Manager list

Weekly Schedule

Customer Service Manual

Customer service self examination: quiz! A customer service agent is tasked with ensuring a customer is satisfied with the product and services a business has to offer. There are different qualities that make one qualified for...

Questions: 10 | Attempts: 1866 | Last updated: Mar 22, 2022

Sample Question
To develop rapport over the phone you should do the following three things:

Smile

Show Empathy

Point your heart towards them

Make Eye contact

Listen

Questions: 10 | Attempts: 352 | Last updated: Mar 21, 2022

Sample Question
Perceived wait time is not as important in managing customer experience.

True

False

Questions: 20 | Attempts: 327 | Last updated: Mar 20, 2022

Sample Question
What is the opposite of reactive customer service?

Inactive

Overactive

Non-active

Proactive

Questions: 25 | Attempts: 49 | Last updated: Mar 18, 2022

Sample Question
What is ISO?

Industrial Standard Operations

Non-governmental organization that helps develop standard measures and practices

The company that audits us every year

International Standardization Organization

Questions: 20 | Attempts: 55 | Last updated: Mar 14, 2022

Sample Question
If a COB has recently been processed and the Account Owner is only able to view the student’s depleted account, what steps should be taken?

Apologize and tell the Account Owner there is no way to see the new plan via CAP.

Ask a supervisor to delink the accounts and assist the Account Owner with relinking using the new account number.

Send a LISTTICK to FAR to have the account status changed from DEPLETED to CANCELLED

Send a LISTTICK to LEADER for a callback to the customer for web assistance.

The customer service skills assessment is one of the three assessments for the SDFC - Soft Skills module. This objective assessment containing 20 questions will time out in 20 minutes. We would appreciate you not taking...

Questions: 20 | Attempts: 183 | Last updated: Mar 21, 2022

Sample Question
Identify the incorrect hold procedure statement:

Are you able to hold for two minutes while I check this information for you?

May I place your call on hold for two minutes while I check this information for you?

I need to check this information with my lead which will take me two minutes. Are you able to hold?

May you be able to hold for two minutes while I check this information for you?

Questions: 7 | Attempts: 727 | Last updated: Mar 22, 2022

Sample Question
A goal of inventory management is:

Balance sheet results

Customer service

Low level of expenses

Product-maket synergies

Target market goals

Dear Colleague,Welcome to the 'GCS IT Quiz'! There are 10 multiple choice questions and it is a mandatory requirement to answer all the 10 questions to complete the quiz. Minimum passing...

Questions: 10 | Attempts: 136 | Last updated: Mar 22, 2022

Sample Question
SLA for answering calls received by GCS IT ?

100%

90%

95%

85%

80%

To be a professional customer service agent you have to ensure that you have some basic knowledge of what is expected of you. Take up the Ae Customer Service March Skills Verification below to see if you meet the...

Questions: 15 | Attempts: 460 | Last updated: Mar 20, 2022

Sample Question
GCCU softphone has been enhanced. One of the enhancement is to remove unnecessary pop up box during start up. What pop up box was removed?

Contact Screen

Command Prompt

Call Log Screen

Soft Phone Screen

Questions: 10 | Attempts: 148 | Last updated: Sep 12, 2022

Sample Question
How many positive experiences does it take to make up for one negative experience that a customer has.

12

3

9

22

Questions: 20 | Attempts: 1318 | Last updated: Mar 21, 2022

Sample Question
To develop a rapport over the phone you should do the following:

Smile

Tell them the solutions your product/service offers to their problems

Match their tone and rate of speech

Make Eye contact

Listen

Purpose: This quiz will help you to evaluate any misconceptions you may have about people with disabilities

Questions: 25 | Attempts: 1834 | Last updated: Mar 22, 2022

Sample Question
A positive attitude is important when meeting or helping a person with a disability.

True

False

Ultimate Trivia Quiz on AODA Customer Service Training! There are a lot of people living with disabilities, and there are some things that a customer service agent will be expected to clarify some facts to them. The quiz below...

Questions: 10 | Attempts: 1731 | Last updated: Mar 21, 2022

Sample Question
Which of the following is NOT a disability?

Dyslexia

Speaking a foreign language

Multiple Sclerosis

Arthritis

Customer privacy protection policies and quality procedures are an important part in any business and the quiz below is designed to see how you as an employer understand them. Do take up this quiz and get to see if you have a...

Questions: 15 | Attempts: 93 | Last updated: Mar 20, 2022

Sample Question
Customer’s name in the chat is “Jane Smith” but in Brian’s Pants is “Jane Johnson” because she got married. Based on your verification sheet, what is the correct answer?

Ask customer to call us in

Ask the customer to verify the correct name on the account

Tell customer you can only give her general information

Trivia questions on customer service conversation skills! Customer service personnel are the best people to go to when someone has an issue with a service or is looking to acquire one. If you work in this department, you should...

Questions: 10 | Attempts: 105 | Last updated: Mar 22, 2022

Sample Question
What is should you respond if a customer says they are not interested?

Ok, Thank you for your time

Great! I just need to ask you some qualifying questions...

Are you sure you do not want to take advantage of this call and get the information for a cash advance for your business without any commitment?

Are you sure?? You can be greatly benefited from this

Popular Quizzes

Please note that your information will be sent to the employer based upon your compatibility with the employer's specific hiring criteria. The questions for this employer were drafted by the employer and that employer is...

Questions: 24 | Attempts: 2812 | Last updated: Mar 20, 2022

Sample Question
When I see a customer in the store, I am most likely to:

Ask if they need help with something

Approach them, smile, and say hi!

Continue with the task I am doing at the moment

Wait for them to ask me for help.

How do I pass a customer service assessment test?

In order to pass the customer service assessment test, you need to primarily work on your self-assessment traits, cognitive abilities, and job-related skills. Taking a call center assessment practice test can help you to a great extent to improve your abilities and skills required for a call center position.

What is multiple

Primarily, multiple choice questions can have single select or multi select answer options. These are the most fundamental questions of a survey or questionnaire where the respondents are expected to select one or more than one option from the multiple answer options.

What is the best answer for multiple

Read the entire question. ... .

Answer it in your mind first. ... .

Use the process of elimination. ... .

True or false test. ... .

Look for answers hidden in questions. ... .

Select the best answer. ... .

Answer the questions you know first..

Which choices are examples of customer service?

4 examples of good customer service.

Providing fast first-response times. No pressure, but 76 percent of customers say they expect to engage with someone immediately when contacting a company. ... .

Meeting customers where they are. ... .

Helping customers help themselves. ... .

Being proactive..