Customer Service Representative - Practice Test | 65 multiple choice
questions and must be completed in 75 minutes
1. Recognizing that a customer's psychological needs must be met when resolving incidents is called?:
Customer Call Differentiating
2. What is the best way to minimize conflict with a customer?: Remain friendly towards the customer.
3. A talkative customer can result in extended call times. What is the best practice for disengaging from a
customer?: Recap the customer's actions.
4. Which situation is most appropriate for an escalation?: You have exhausted all available resources.
5. What is the best way to handle calls related to non-supported items?: Advise the customer of other means of
getting assistance.
6. What is the most important reason for providing status updates to cus- tomers?: Customers need to know
when they can get back to work.
7. What is a best practice for documenting cases or incidents?: Use correct punctuation.
8. What is a best practice for building positive working relationships with others groups in the support
center?: Share your knowledge and expertise.
9. What is the best reason for matching the communication style of your cus- tomer?: Matching the
communication style of your customer increases customer satisfaction.
10.What is the best reason for demonstrating confidence?: Demonstrating confidence puts you in control of
calls.
11.What is the best description of paraphrasing?: Paraphrasing is using your own words to confirm your
understanding of what the customer has said.
12.You have asked a customer to reboot his or her computer. What is the best way to use silent time?: Review
the call history.
13.What information should be documented for every case or incident?: All information pertaining to attempted
and successful resolutions.
14.What is the best reason for logging all incidents?: Logging incidents pro- vides information that can be
reused.
15.What is the most likely benefit of recording all incidents?: Recording all incidents allows the support center
to be proactive.
16.You have just received a customer call, but there are other team members laughing and joking in your area.
What is the best course of action?: Ask your team members to please quiet down before answering the phone.
17.What is the best reason for having security policies in the support center?-
: Security policies protect the company and its customers.
18.What is the best example of active listening?: Taking notes while you talk to the customer.
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questions and must be completed in 75 minutes
1. Recognizing that a customer's psychological needs must be met when resolving incidents is called?:
Customer Call Differentiating
2. What is the best way to minimize conflict with a customer?: Remain friendly towards the customer.
3. A talkative customer can result in extended call times. What is the best practice for disengaging from a
customer?: Recap the customer's actions.
4. Which situation is most appropriate for an escalation?: You have exhausted all available resources.
5. What is the best way to handle calls related to non-supported items?: Advise the customer of other means of
getting assistance.
6. What is the most important reason for providing status updates to cus- tomers?: Customers need to know
when they can get back to work.
7. What is a best practice for documenting cases or incidents?: Use correct punctuation.
8. What is a best practice for building positive working relationships with others groups in the support
center?: Share your knowledge and expertise.
9. What is the best reason for matching the communication style of your cus- tomer?: Matching the
communication style of your customer increases customer satisfaction.
10.What is the best reason for demonstrating confidence?: Demonstrating confidence puts you in control of
calls.
11.What is the best description of paraphrasing?: Paraphrasing is using your own words to confirm your
understanding of what the customer has said.
12.You have asked a customer to reboot his or her computer. What is the best way to use silent time?: Review
the call history.
13.What information should be documented for every case or incident?: All information pertaining to attempted
and successful resolutions.
14.What is the best reason for logging all incidents?: Logging incidents pro- vides information that can be
reused.
15.What is the most likely benefit of recording all incidents?: Recording all incidents allows the support center
to be proactive.
16.You have just received a customer call, but there are other team members laughing and joking in your area.
What is the best course of action?: Ask your team members to please quiet down before answering the phone.
17.What is the best reason for having security policies in the support center?-
: Security policies protect the company and its customers.
18.What is the best example of active listening?: Taking notes while you talk to the customer.
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