Handling Difficult Customers
Customer Service
8 Rules of Customer Service
Skills
true/false
100

A handful of volatile customer is known as

A. difficult customer 

B. happy customer 

C. loyal customer 

D. impulsive customer 

A. difficult customer

100

What is good customer service?

A. overall impression a person has of the company products, services, and staff 

B. making sure the customers needs are satisfied

C. having a positive outlook

D. all of the above 

D. all of the above

100

When the phone rings and you are with customer, which should be the priority? 

A. Playing on the computer 

B. Listening to music with headphones 

C. Customer

D. Answering the phone

D. Answering the phone

100

What is acceptable to do when assisting a customer?

A. Fiddling 

B. Frequent hand gestures 

C.Folded arms 

D.No eye contact 


B. Frequent hand gestures 

100

Customers are more easily satisfied if their expectations are effectively managed.

A. True

B. False

A. True

200

How do you deal with an upset customer?

A. argue  

B. sympathize

C. ignore the customer

D. talk back

B. sympathize

200

CRM stands for:

A. Customers Rarely Matter

B. Customer Relationship Management
C. Customers Rudimentary Managed

D. Communicating Random Meaning

B. Customer Relationship Management

200

A CSR should never make _________ to customers.

A. promises

B. apologizes

C. refunds 

D. none of the above

A. promises

200

How can you show that you are actively listening over the phone to a customer?

A.By interrupting with your thoughts 

B. By asking questions to get to the point

C. By talking about your experience

D.By using affirmative words such as okay and asking clarification questions 

D.By using affirmative words such as okay and asking clarification questions

200

When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.

A. True

B. False

B. False

300

What is the one concept every sales person should know?

A.  the customer can be loud

B. never lower the price

C. the customer is always right

D. none of the above

 

C. the customer is always right

300

 Customers who complain:

A. Had an unhappy childhood
B. Are genetically predisposed to be sourpusses
C. Have trouble in their primary relationships
D. Are dissatisfied with your service they are receiving

D. Are dissatisfied with your service they are receiving

300

It is always good to  ______ to ensure regular customers. 

A. be rude and impatient

B. ignore the customer

C. be helpful and patient 

D. all of the above

c. be helpful and patient

300

What skills are necessary to have great customer service?

A. making noodles

B. Clear Communication skills

C. Patience

D. B and C 

D. B and C

300

Follow-up with a customer is always a good idea, no matter what the situation or who the customer is.

A. True

B. False

B. False

400

How should you handle an upset customer when you do not have what they want?

A. apologize for the inconvenience 

B. keep calm and try to offer the customer something similar

C. Listen and show empathy

D. All of the above

D. All of the above


400

Customers prefer to shop where they have enthusiastic customer service representatives that are _______.

A. friendly 

B. educated 

C. organized 

D. all of the above

D. all of the above

400

Work staff should always be trained to ...... 

A.be active, creative,and organized

B. fast to get work done on time

C. be helpful, courteous, and knowledgeable 

D. all of the above

D. all of the above

400

Which of the following is true when it comes to motivating a customer service team?

A. Team members will need training on dealing with angry customers 

B. A reward system can be beneficial

C.Customers can negatively affect performance

D. all the above 




D. all the above 

400

Customers will trust you more if they had a problem with your product or service and receive speedy resolution. 

A. True

B. False



A. True

500

There is an underlying message to your customers complaint

A. refuse the complaint 

B. listen between the lines 

C. call back

B. Listen between the lines

500

Customer Care is:

A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises

D. A philosophy wherein the customer is wrapped in service even before a problem arises

500

Last option to solve an issue with a customer is

A. call your manager 

B. explain that its against the policy

C. ask the customer to leave the store

D. none of the above

A. call your manager

500

Active listening has these two components. 

A. Verbal, nonverbal 

B.Hearing, listening

C.Hearing, understanding 

D.Receiving, understanding 

B. Hearing and understanding

500

Most upset customers will calm down if you offer a sincere apology.

A. True

B. False


A. True

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