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- 1. Multiple Choice
Customer service does not impact customer experience.
true
false
- 2. Multiple Choice
How you say something is NOT as important as what you say.
true
false
- 3. Multiple Choice
To listen completely to a customer, you should focus on what the customer is saying and not what you plan to say in response.
true
false
- 4. Multiple Choice
An open question:
requires only a one-word or short answer.
requires more than a yes or no answer and encourages the customer to provide more information.
- 5. Multiple Choice
You should care about customer service, as an employee, because poor customer service translates to lost revenue.
true
false
- 6. Multiple Choice
Which of the following are ways companies gather customer feedback?
surveys
social media
customer complaints
all of the answers
- 7. Multiple Choice
What is the definition of customer service?
The assistance provided by a company to people who buy or use its products or services.
The assistance provided by a sales rep on the sales floor.
The advice given between employees to help customers.
The advice provided by a customer service rep over the phone.
- 8. Multiple Choice
Customers appreciate good manners and courtesy send a powerful message.
Stereotypes help you meet the customer's needs.
Stereotypes give you the best idea of who the customer is.
Stereotypes can cause you to misjudge the mistreat customers
Stereotypes help you find out what the customer wants.
- 9. Multiple Choice
Customers appreciate good manners and courtesy send a powerful message.
true
false
- 10. Multiple Choice
How can stereotypes affect how you treat customers?
Stereotypes help you meet customer's needs.
Stereotypes give you the best idea of who the customer is.
Stereotypes help you find out what the customer wants.
Stereotypes can cause you to misjudge and mistreat customers.
- 11. Multiple Choice
Which of the following is NOT something to which customers pay attention?
Words
Facial expression
Handwriting
Appearance
- 12. Multiple Choice
Which of the statements does not use welcoming words?
I'd be happy to help you with that.
I don't know if that will work.
I'm definitely able to do that.
I'm absolutely sure.
- 13. Multiple Choice
When dealing with a customer, you must ______ before coming to a conclusion.
gather as much information as possible
make a decision
get help
All of the above
- 14. Multiple Choice
You should use a _______ and pleasant tone when speaking to a customer.
shy
confident
calm
angry
- 15. Multiple Choice
When answering a question, you should first:
give the customer plenty of information.
make sure you understand the question.
answer in less than a minute.
- 16. Multiple Choice
A closed question:
requires more than a yes or no and encourages the customer to provide more information.
requires only a one-word or short answer.
- 17. Multiple Choice
Which of the following is the definition of customer experience?
The product of customer referrals.
The product of upselling a customer.
The product of an interaction between the organization's employees.
The product of an interaction between an organization and a customer.
- 18. Multiple Choice
Only a fraction of people who are unsatisfied actually complain.
true
false
- 19. Multiple Choice
When focusing on the customer you should NOT:
apologize to the customer after dealing with an interruption.
show empathy with facial expressions and body language.
pay attention to every distraction.
focus on the customer's needs.
- 20. Multiple Choice
Your feelings about yourself will affect the way you deal with the customer.
true
false
- 21. Multiple Choice
Which of the following are NOT responsible for customer service.
Owners
Directors
Customers
All of the above
- 22. Multiple Choice
Which of the following statements are not true of satisfied customers?
Satisfied customers tend to stay loyal.
Customers will spend more money with a company for great customer service.
Satisfied customers do not share their experience with other people.
All of the above.
- 23. Multiple Choice
Which of the following help ethical behavior?
Being honest
Knowing the product
Taking responsibility
All of the above
- 24. Multiple Choice
Which of the following is NOT an example of using the right words?
Use lots of technical terms.
Avoid slang.
Choose words the average person will understand.
Stay away from jargon.
- 25. Multiple Choice
Which of the following is an example of in-person customer service?
The customer and employee are chatting online.
The customer left a message on the company's social media page.
Both the customer and employee are in a store.
The employee is in the store and the customer is on the phone.
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