Customer Service Entrance Exam Part 2


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  • 1. Multiple-choice
    1 minute
    1 pt
    When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: 
    A. A cup of coffee 
    B. Service with a smile 
    C. An excuse for the product’s failure 
    D. Give them a new one of the same product
  • 2. Multiple-choice
    1 minute
    1 pt
    A customer approaches the service desk with a toy doll.  She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks.  Which of these should the associate say FIRST?
    A.  Are you sure that you bought this doll at this store?  Do you have your receipt?
    B.  We’ve had a lot of complaints about this doll.  You might want to contact the manufacturer. 
    C.  We’ve never had any complaints about this doll before.  What do you think your niece did to it?
    D.  With this kind of toy, it’s always best to check the batteries first.  Let me check them for you.
  • 3. Multiple-choice
    1 minute
    1 pt
    The warranty is an excellent tool for you to use to: 
    A. Prove that your company has the best price 
    B. Explain your company’s return policy 
    C. Reassure the customer about a product’s quality 
    D. All of the above 
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