Our experts have gathered these Customer Service MCQs through research, and we hope that you will be able to see how much knowledge base you have for the subject of Customer Service by answering these multiple-choice questions.
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A. Smile and greet them.
B. Start your product pitch
C. Shake their hand
D. Wait for them to approach you
A. taking notes
B. repeating key points
C. interjecting when the solution to a problem becomes apparent
D. phrases like "of course," "go on," etc.
A. They are not customers
B. External
C. Internal
A. Take a message and ensure they will receive follow-up contact to resolve the issue
B. Offer a cash refund to make the problem disappear
C. Ask them to call when you know a manager will be around
D. Explain in detail why you are unable to supply help and apologize profusely
A. I will try my best.
B. You are most welcome.
C. Certainly.
A. echo and clarify the problem
B. keep your tone of voice calm and positive
C. Interrupt
D. arrange a solution
A. remind them to be grateful for your help
B. repeat how you helped them until they thank you
C. treat them the same as if they did say "thank you"
D. politely end the call as quickly as possible
A. Only answer the phone when you are feeling good.
B. Consider yourself as a leader of the company's front line communications with customers.
C. Take as many etiquette courses as possible.
D. Process as many customers as possible every hour regardless of outcome.
A. False
B. True
A. they identify possible areas of improvement within the company
B. they fill support quotas, which keeps the need for support jobs intact
C. they identify "problem customers" to be avoided in the future
D. Customer complaints never have a positive effect.
A. Professional Clothing
B. A uniform
C. Mangled hair
D. Groomed hair
A. explaining solutions
B. active listening
C. good vocabulary
D. thinking quickly
E. complementing the customer
A. Place them on hold until they hang up
B. Tell them you ARE a supervisor.
C. Follow company procedure for escalating calls.
D. Immediately transfer them to your supervisor
A. external
B. internal
C. internal and external
A. Take it personally
B. Show empathy
C. Stay calm
D. Show urgency
A. place the customer on hold
B. offer to contact them shortly with a solution
C. ask the customer to call back later
D. inform the customer that you are unable to help them
A. Own the mistake on their behalf and correct the inaccuracy
B. Ally with the customer by dismissing the sales rep who will say anything to convert a sale.
C. Convince the customer they misinterpreted the sales rep's words
D. Claim their expectations will be fulfilled in the near future
A. Immediately
B. 1 minute
C. When they look like they need assistance
D. 2 minutes
A. Repeat back to them to clarify understanding
B. Suggest another employee to speak to
C. Nod to show understanding
D. Jump to the task right away
A. The midpoint of a service call
B. A centralized location where customer calls are addressed
C. market research into a consumer base to identify the "center customer" (the company's most stereotypical customer)
D. None of these
A. Stick with the complaint until a resolution is reached.
B. All of these are key elements to good customer service
C. Know your product.
D. Be available.
A. Call upon other reps to support your stance
B. Offer an alternative solution to please your customer
C. Bring it to a supervisor
D. Ignore unreasonable requests and address the core issue
A. Just provide an apology
B. Divert the customer's attention to something else
C. Admit to the mistake and right the wrong
D. Hope it was not recognized by the customer
A. Compete with them and act superior so the company does not look bad.
B. Ignore them.
C. Tell them if they are done so we can proceed with the precise solution.
D. Escalate the call to some one who would enjoy a challenge.
E. Complement them on there vast knowledge and be open to learning.
A. When you have made an effort to resolve but could not
B. When you can not attempt to form a resolution
C. When you have the know-how to make a decision
D. When a delay is not detrimental to the situation
A. explain, act, and apologize.
B. listen, apologize, and act.
C. apologize, react, and explain.
D. listen, explain, and react.
A. intellectual
B. senior
C. technically inclined
D. patient and personable
A. Suggest they come back another time
B. Be patient
C. Answer quickly as possible
D. Explain you are busy
A. Smiling and nodding till they give up
B. Showing understanding and sympathy to calm down the customer
C. Being kind to further aggravate
D. Being kind until they walk away
A. Be overly excited
B. Give a big "Hello"
C. Wear a smile
D. Be close up and face to face
A. Customers that have never had a problem with your product
B. Customers that received efficient resolution to a problem with your product
A. Ignore all negative comments and questions
B. Let your manager deal with them
C. Match their complaints with subtle sarcasm
D. Don't take it personally
A. Wait for a complaint
B. Answer their questions
C. Ask questions and listen to the answers.
D. Watch what they are doing
A. Something for nothing
B. To be heard and have their experience validated
C. To be made majority shareholders in the company
D. To vent for the sport of it
A. Always makes a customer laugh.
B. Knows the company hierarchy and who to blame for the problem.
C. Goes the 'extra mile' and tries to exceed service expectations.
D. Knows that the customer usually doesn't have a problem, that they just want a better deal.
A. Wait for them to bring up a problem.
B. Make sure they have an appointment.
C. Ask them to wait until you are off the phone.
D. Smile and make eye contact.
A. Interrupt them and give them suggestions
B. Let them vent, then find the root problem to solve
C. Acknowledge that they are going overboard
D. Give them a discount
A. Saying, "I don’t know"
B. Saying "That is a good question. Let me find the answer for you."
C. Providing an answer you think may be correct
D. Saying the best thing that comes to mind at the moment
A. Clarify your understanding
B. Mirror their tone even if it is argumentative
C. Listen to their complaint
D. Ask them questions
A. Grab the child and pull the product out her pocket and show it to security cameras.
B. Call the Father aside and quietly and politely inform him of whats happened and if he can speak to his kids.
C. Let the family walk out the shop and keep quite. Its not worth it.
D. Wait for the family to leave the shop and then apprehend them, ask the father to take the product out the kids pocket, then escort them back to the shop and wait for police.
A. Offer him/her the best deal
B. Matching his/her needs to the best possible product/service.
C. Making a sale at any cost.
A. Tell the customer you don't know how to help them and apologize.
B. Cover it up and hope the customer believes you.
C. Say this is company procedure and ask if they would like to talk with a manager.
D. Admit the mistake and offer to make it right.
A. Transfer the customer to somenone who has time to listen.
B. Interrupt the customer and tell them you'll solve their problem.
C. Pay attention and use active listening skills.
D. Try to multitask and get other work done.
A. should
B. do not need to
C. should not
A. personally guide them through the process one step at a time
B. give them additional instructions
C. give them the instructions again
D. none of the above
A. False - to most customers, you come off as distracted / disrespectful
B. True - it will help you remember all the details of the complaint
A. True
B. False
A. adaptability
B. friendliness
C. empathy
D. aggression
A. Make comfortable chit chat
B. Grab the customer's attention
C. Understand the customer's wants and needs
D. Show products
A. Make eye contact and listen intently
B. Look away to reduce discomfort
C. Cave in to their demands to end the interaction promptly
D. Match the volume of their voice