Download Customer Service Exam Questions with Answers: Module Three and more Exams Customer Relationship Management (CRM) in PDF only on Docsity!
Customer Service Exam Questions
with Answers Module Three
Rephrasing the content has what effect? - Correct Ans: โ
c. It demonstrates to the speaker that you understand his or her content.
Reflecting the feeling demonstrates what? - Correct Ans: โ
b. You care about what the speaker is saying.
Fifty percent of communication is through body language and tone
of voice. - Correct Ans: โ
False
Which of the following demonstrates body language that
communicates a desire to help the customer? - Correct Ans: โ
a. Making eye contact with the customer, smiling and offering assistance.
Helping a customer takes priority over everything else. - Correct
Ans: โ
True
A key customer service skill is: - Correct Ans: โ
d. All of the above.
A good customer service professional focuses on: - Correct Ans: โ
a. Solving the customer's problem.
In the opening scene, if the customer was being rude, Karen was
justified in returning the attitude. - Correct Ans: โ
False
What are the four essential customer service skills covered in Part 1?
- Correct Ans: โ
a. Empowerment, The Service Attitude, The Art of Active Listening, Patience and
Empowerment is the skill of choosing how to think, feel and respond
to a situation. - Correct Ans: โ
True
Which statement is the most "TRUE"? - Correct Ans: โ
a. A professional accepts responsibility for his or her own attitude, behavior and consequences of that behavior.
The initial thought about an interaction sets the tone for the entire
encounter. - Correct Ans: โ
True
A single-minded focus on company policy is the mark of a good
customer service representative. - Correct Ans: โ
False
"Human beings, by changing the inner attitudes of their minds, can change the outer aspects of their lives." This quote by William James
illustrates: - Correct Ans: โ
a. Empowerment
"A strong mental attitude will create more miracles than any wonder
drug." This quote by Patricia Neal illustrates: - Correct Ans: โ
a. Empowerment
Read the following scenario and decide if the customer service
representative is - Correct Ans: โ
a. Internally Focused
Customer: Hello, this is John at Speedy Printers, Inc. A couple of weeks ago, I called in and ordered some new rollers for my press. I received them yesterday, but when I tried to install them this morning, one of them was damaged.
CSR: Really? I don't know how that could have happened. We make sure those rollers are packed well before we ship them.
Customer: Well, all I know is that the roller is damaged and I can't use it. I need you to ship one out to me today. My press is down, and I've got jobs I need to print.
CSR: You'll have to ship the damaged roller back to us before we can
send you a new one. - Correct Ans: โ
Scenario
Using the scenario from Question 16, how should the customer service representative have responded if he had assumed a service
attitude? - Correct Ans: โ
b. "John, you're a good customer, and I apologize for the damaged roller. I'll overnight a new roller to you so you'll have it no later than 10:30 in the morning."
Service attitude is used to measure your sales. - Correct Ans: โ
False
Studies show that smiling and laughter: - Correct Ans: โ
a. Can change your attitude for the better.
b. Increase endorphins and neurotransmitters.
c. Decrease the level of the stress hormone adrenaline.
What happens when a customer service representative empowers
himself or herself and adopts a service attitude? - Correct Ans: โ
a. He or she takes responsibility for his or her thoughts, beliefs and actions.
b. He or she focuses single-mindedly on assisting the customer.
c. The customer walks away pleased.
Which of the following is a listening skill? - Correct Ans: โ
a. Remembering a person's name.
How can you understand the meaning and feeling behind your
customer's words? - Correct Ans: โ
a. By empathic listening.
b. By watching their body language.
c. By making eye contact.
Jim entered an electronics store, ready to buy a new TV. The store wasn't busy, but the three salespeople on duty were engrossed in a conversation. Only one of the salespeople even looked up when Jim walked in. After five minutes, Jason approached Jim and asked if he needed any help. Jim said he was looking for a TV,
ordered 250 3/4-inch widgets last month and you sent me 1/2-inch. Now I'm going to be behind in my production. What can you do about it?" How would you respond using the Rephrase and Reflect
skill? - Correct Ans: โ
c. "I'm sorry you didn't get what you ordered. I understand how that will put you in a bind on your production. Let's see what we can do to get this corrected quickly."
Patience and Persistence require - Correct Ans: โ
a. Tenacity.
b. Staying the course.
c. Not taking the "easy way out."
Suppose Susan goes to a used-car dealership looking for a compact, fuel- efficient car. She's on a strict budget, so price is a concern. The salesman, Bob, approaches Susan and asks how he can help her. Which of the following comments would illustrate the Rephrase and
Reflect customer service skill? - Correct Ans: โ
a. "So you're looking for something that will get good gas mileage at a reasonable price, right?"
Which of the following most accurately illustrates the customer
service skill, Patience and Persistence? - Correct Ans: โ
b. Searching for just the right product to fill the customer's need.
Referring to the situation in Question 28, if Susan didn't find a car she wanted to buy that day, how could Bob have used the Patience
and Persistence customer service skill? - Correct Ans: โ
a. Keep in mind Susan's requirements and call her when he had something he thought she might like.
Which of the following are skills a customer service professional uses
to demonstrate his or her Art of Active Listening? - Correct Ans: โ
a. Make eye contact.
b. Have an attitude of wanting to help.
c. Truly understand the customer's problem.
d. Observe the customer's body language.
What are the two ways to comprehend the meaning, feeling and
subtext of every customer's words? - Correct Ans: โ
a. Rephrase the content and Reflect the feeling.
c. Repeat the content and Reflect the meaning.
Patience and Persistence are essential customer service skills defined
by not taking the easy way out. - Correct Ans: โ
True
Empowerment - Correct Ans: โ
Only you can choose how you respond.
The Service Attitude - Correct Ans: โ
A single-minded focus on helping the customer.
The Art of Active Listening - Correct Ans: โ
Understand what your customers really mean
Complete the following sentence: Thoughts lead to beliefs, which
lead to ... - Correct Ans: โ
a. Actions
Listening to your customers involves not only hearing their words,
but also: - Correct Ans: โ
b. Understanding what they really mean.
