Problem solving
When faced with a customer issue, what is a fundamental step in effective problem-solving?
A) blamming the customer for the problem
B) ignoring the issue and hoping the issue resolves itself
C) acknowledging the problem and actively seeking a solution
D) defending the company's policies without considering the customer's perspective
C) acknowledging the problem and actively seeking a solution
what do you do when you first answer a customer on the phone?
A) start yelling at the customer
B) greet them rudely
C) Answer politely and professional
C) Answer politely and professional
How would you great a customer?
A) Hi! How are you doing today?
B) Do you need anything?
C) Good morning sir, how may I assist you?
D) Do you have a problem?
C) Good morning sir, how may I assist you?
When a customer comes in how should you act?
A) Ignore the customer
B) Attentive
C) yell at the customer
D) Bored
B) Attentive
Customers are most likely to return again if they recieved what type of service?
A) Negative
B) Neutral
C) Positive
C. Positive
When addressing a challenge in the workplace, what is a constructive approach to problem-solving?
A) avoiding responsibility and blamming others
B) Ignoring the issue to maintain a stress-free enviroment
C) Reacting emotionally without considering alternatives
D) Collaborating with colleagues to find a solution
D) Collaborating with colleagues to find a solution
when you are getting a phone call from a customer. What should you do?
A) Let it ring
B) Excuse yourself from whatever you’re doing and answer
C) Answer and continue doing whatever you were doing before
D) Give food to your dog
B) Excuse yourself from whatever you’re doing and answer
When you offering to help satisfy the customer's needs what would you say?
How may I help you?
If a customer comes in aggresive what should you do?
A) Become agressive and defensive
B) ignore the customer
C) Remain calm and try to calm the customer
D) Call the police
C) Remain calm and try to calm the customer
What is good customer service?
A) Ignore customer
B) Attend to the customers needs and wants.
C) Assume customer is going to steal
D) Tell customer hello
B) Attend to the customers needs and wants.
When encountering a workplace challenge, what is an essential step in the problem-solving process to foster improvement?
What is proactively seeking feedback and learning from challenges?
when you are on the phone, what tone should you have?
A) A quiet tone where the customer can barely hear you
B) A tone that you don’t want to talk to the customer.
C) A polite tone, speaking at a just loud enough volume.
D) A unnecessary loud tone
C) A polite tone, speaking at a just loud enough volume.
What is an example of a benifit stage?
A) That product is bad quality.
B) Do you need any help today?
C) Do nothing.
D) This fabric washes well.
D) This fabric washes well
When dealing with a customer's complaint what should you do?
A) Tell the customer to go away.
B) Don't attend to the customer.
C) Be on your phone.
D) Listen to the customer and give an answer.
D) Listen to the customer and give an answer
When trying to be professional, what is one thing you should do?
A) Act Alert and courteous
B) Zone out when customer is talking
C) talk more than listen
A) Act Alert and courteous
Free point
Free point
What do you do with customers' needs?
A) Determine their needs
B) Don’t care about their needs
C) Think about helping the customer with their needs
D) Just talk about their needs
A) Determine their needs
How do you give an impression that you want to help the customer.
A) Be informal
B) Giving a good attitude.
C) Being on your phone.
D) Being disrespectful.
B) Giving a good attitude.
What is the term for maintaining self-control and a calm attitude in high-pressure scenarios.
What is emotional resilience?
When handling customer complaints, which action aligns with effective customer service?
A) Ignoring the complaint in hopes that the customer will forget.
B) Apologizing sincerely and acknowledging the issue, then working towards a resolution.
C) Defending the company's policies without considering the customer's perspective.
D) Redirecting the blame onto the customer for the issue.
B) Apologizing sincerely and acknowledging the issue, then working towards a resolution.
When faced with multiple customers complaing about a problem which of the following is the correct choice of action.
A) yell at the customers
B) Help the customers and take a while to finish all the problems
C) call in help to deal with customers
D) Make-up the answer to their problems.
C) call in help to deal with customers
what do you do when they ask a question you can’t answer?
A) Tell them you don’t know
B) Make something up to answer their question
C) Ask someone who might know and walk away
D) Ask the customer for permission to be put on hold and find the answer quickly.
D) Ask the customer for permission to be put on hold and find the answer quickly.
What do you do if you don't answer to the customer's question?
A) Ask someone who does.
B) Yell at the customer.
C) Lie and make something up.
D) Tell the customer you can't help them.
A) Ask someone who does.
When faced with a challenging situation, which behavior demonstrates a high level of professionalism?
A) Reacting emotionally and expressing frustration immediately.
B) Seeking guidance from a colleague before taking any action.
C) Ignoring the issue in the hope that it will resolve itself.
D) Blaming others for the problem to avoid personal responsibility.
B) Seeking guidance from a colleague before taking any action.
When managing customer interactions, which action is a key component of providing excellent service?
A) Avoiding eye contact to give the customer privacy.
B) Responding promptly with a friendly and helpful attitude.
C) Interrupting the customer to expedite the conversation.
D) Disregarding customer feedback as subjective opinions.
A) Avoiding eye contact to give the customer privacy.