CUSTOMER SERVICE EXAM SETS COMBINED | MORE THAN 100 Questions
Multiple Questions
Effective customer service operations will:
A. Increase customer loyalty and retention
B. Increase overall sales revenues
C. Provide competitive advantage
D. Accomplish all of the above ** Answer** D. Accomplish all of the above
Pay is not always more important than working conditions to employess. True or False? **
Answer** True
Which of the following can activate a listener and create a give and take conversations?
A. Use a monotone voice
B. Use a faster than normal rate to keep their attention
C. Smile while speaking, be alert and interested
D. Speak louder than normal to ensure they understand ** Answer** C. Smile when
speaking, be alert and interested
A good listener should:
A. Keep an open mind
B. Listen carefully
C. Ask question once the speaker has finished
,D. All of the above ** Answer** D. All of the above
Quality service is defined by the:
A. Industry
B. Customer
C. Service company
D. Service employee ** Answer** B. Customer
Lying to customers:
A. Is essential in today's business world
B. Sets you up for failure
C. Makes your job easier
D. Solves many problems ** Answer** B. Sets you up for failure
Why encourage customers feedback?
A. To meet customer expectations, prevent problems, develop new products and provide better
service by knowing the customers.
B. To build customer relationships by spending a lot of time chatting with them.
C. To use phone, electronic and written surveys to gather information on each customer.
D. It relieves the boredom a CSS experiences during the day. ** Answer** A. To meet
customer expectations, prevent problems, develop new products and provide better service by
knowing the customers.
,Integrity, Commitment to Quality, and Focused Customer Service are three of the five basic
characteristics of World Class Service. What are the other two?
A. Customer Involvement and Continuous Improvement
B. Continuous Follow-Up and Customer Education
C. Customer Loyalty and Satisfaction Reports
D. Telemarketing and Rebate Programs ** Answer** A. Customer involvement and
continuous improvement
You are installing some equipment at a customer's site. While doing this, the customer
approaches you and asks you a question about the equipment that you don't know the answer to.
You should:
A. Lie and make up the answer.
B. Tell them you don't know, but you will find out for them
C. Put them off until you know.
D. Tell them not to bother you while you're working. ** Answer** B. Tell them you don't
know, but you will find out for them
If you 'lose' a call or have a bad phone connection, what should you do?
a. Wait for the caller to call back.
b. Call back immediately if you have the number.
c. Enter the caller's name and number in your log.
d. Alert the telephone system repair department of problems in the system. ** Answer** B.
Call back immediately if you have the number
A team member failed to accomplish his assigned task. As a person on the team who did
accomplish your portion of the job, you should:
a. Let the boss know who screwed up.
b. Enlist the help of other colleagues to quickly complete the failed task.
, c. Get the other team members to crowd around the failed team member and wait patiently for
him to catch up, thereby sending a message to never mess up again.
d. Ignore the failed team member and wait for him to solve the problem and catch up on his own.
** Answer** B. Enlist the help of other colleagues to quickly complete the failed task
Nearly all successful customer service specialists are:
a. Glad to have a job.
b. Hoping to get into a position to supervise others.
c. Success-oriented.
d. Happy to know it all. ** Answer** C. Success oriented
Help desk workers should make clear to the caller, up front, that they have very little technical
knowledge, and thus cannot help if the problem is not common or listed on their 'trouble-
symptom' card. True or false? ** Answer** True
A customer is noticeably upset, and the latest problem occurred only a couple weeks past the
warranty deadline. What might you do to lessen the problem?
a. Offer to backdate the job to come in under the warranty period.
b. Tell the customer you can't promise anything but you will try to get the manufacturer to
extend the warranty, although you really aren't planning to waste any time to do this.
c. Tell the customer you can't promise anything but you will try to get the product maker to
extend the warranty, and then do so.
d. Ask the boss to handle this one. ** Answer** C. Tell the customer you can promise
anything but you will try to get the product maker to extend the warranty, and then do so.
Multiple Questions
Effective customer service operations will:
A. Increase customer loyalty and retention
B. Increase overall sales revenues
C. Provide competitive advantage
D. Accomplish all of the above ** Answer** D. Accomplish all of the above
Pay is not always more important than working conditions to employess. True or False? **
Answer** True
Which of the following can activate a listener and create a give and take conversations?
A. Use a monotone voice
B. Use a faster than normal rate to keep their attention
C. Smile while speaking, be alert and interested
D. Speak louder than normal to ensure they understand ** Answer** C. Smile when
speaking, be alert and interested
A good listener should:
A. Keep an open mind
B. Listen carefully
C. Ask question once the speaker has finished
,D. All of the above ** Answer** D. All of the above
Quality service is defined by the:
A. Industry
B. Customer
C. Service company
D. Service employee ** Answer** B. Customer
Lying to customers:
A. Is essential in today's business world
B. Sets you up for failure
C. Makes your job easier
D. Solves many problems ** Answer** B. Sets you up for failure
Why encourage customers feedback?
A. To meet customer expectations, prevent problems, develop new products and provide better
service by knowing the customers.
B. To build customer relationships by spending a lot of time chatting with them.
C. To use phone, electronic and written surveys to gather information on each customer.
D. It relieves the boredom a CSS experiences during the day. ** Answer** A. To meet
customer expectations, prevent problems, develop new products and provide better service by
knowing the customers.
,Integrity, Commitment to Quality, and Focused Customer Service are three of the five basic
characteristics of World Class Service. What are the other two?
A. Customer Involvement and Continuous Improvement
B. Continuous Follow-Up and Customer Education
C. Customer Loyalty and Satisfaction Reports
D. Telemarketing and Rebate Programs ** Answer** A. Customer involvement and
continuous improvement
You are installing some equipment at a customer's site. While doing this, the customer
approaches you and asks you a question about the equipment that you don't know the answer to.
You should:
A. Lie and make up the answer.
B. Tell them you don't know, but you will find out for them
C. Put them off until you know.
D. Tell them not to bother you while you're working. ** Answer** B. Tell them you don't
know, but you will find out for them
If you 'lose' a call or have a bad phone connection, what should you do?
a. Wait for the caller to call back.
b. Call back immediately if you have the number.
c. Enter the caller's name and number in your log.
d. Alert the telephone system repair department of problems in the system. ** Answer** B.
Call back immediately if you have the number
A team member failed to accomplish his assigned task. As a person on the team who did
accomplish your portion of the job, you should:
a. Let the boss know who screwed up.
b. Enlist the help of other colleagues to quickly complete the failed task.
, c. Get the other team members to crowd around the failed team member and wait patiently for
him to catch up, thereby sending a message to never mess up again.
d. Ignore the failed team member and wait for him to solve the problem and catch up on his own.
** Answer** B. Enlist the help of other colleagues to quickly complete the failed task
Nearly all successful customer service specialists are:
a. Glad to have a job.
b. Hoping to get into a position to supervise others.
c. Success-oriented.
d. Happy to know it all. ** Answer** C. Success oriented
Help desk workers should make clear to the caller, up front, that they have very little technical
knowledge, and thus cannot help if the problem is not common or listed on their 'trouble-
symptom' card. True or false? ** Answer** True
A customer is noticeably upset, and the latest problem occurred only a couple weeks past the
warranty deadline. What might you do to lessen the problem?
a. Offer to backdate the job to come in under the warranty period.
b. Tell the customer you can't promise anything but you will try to get the manufacturer to
extend the warranty, although you really aren't planning to waste any time to do this.
c. Tell the customer you can't promise anything but you will try to get the product maker to
extend the warranty, and then do so.
d. Ask the boss to handle this one. ** Answer** C. Tell the customer you can promise
anything but you will try to get the product maker to extend the warranty, and then do so.
