5504345
Descripción
Test por nancy stokes, actualizado hace más de 1 año
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Creado por nancy stokes
hace más de 8 años
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Pregunta 1
Pregunta
To succeed in the world of customer service what important skills are required?
Respuesta
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Strong communication skills
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Problem solving skills
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Effective listening skills
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All of these skills
Pregunta 2
Pregunta
A characteristic of excellent customer service is:
Respuesta
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Minimum customer interaction and contact
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Open body language and professional communication
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Telling the customer all about yourself
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Seeing the customer as a commodity
Pregunta 3
Pregunta
The way you dress and take care of your general appearance are important factors in personal presentation.
Why is it important to present yourself well?
Respuesta
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To give a good impression of yourself and the organisation
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To help you feel more confident and capable
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First impressions are important in a service environment
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All of these answers are correct
Pregunta 4
Pregunta
When asking questions in your conversation with a customer it is important to structure them well.
Which of the following is an open-ended question?
Respuesta
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"Are you requiring assistance?"
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"How can I help you?"
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"Was everything to your satisfaction?"
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"Would you like me to find out for you?"
Pregunta 5
Pregunta
Asking questions of the right kind can help to obtain the right information.
Closed questions are used:
Respuesta
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To get specific information from a customer
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To draw the customer into a conversation
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To provide insight into a customer's opinion
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When you require a lengthy explanation from a customer
Pregunta 6
Pregunta
To be an effective listener, the most important thing to do is to:
Respuesta
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Hear the message being sent
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Make meaning of the message
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Respond to the message
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Let the sender know you understand
Pregunta 7
Pregunta
A crucial skill for effective communication to take place is active listening.
Which of the following is NOT a good listening strategy?
Respuesta
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Yawning or looking elsewhere
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Responding intermittently with nods
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Taking notes if necessary
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Showing interest and being alert
Pregunta 8
Pregunta
Non-verbal communication is defined as communication without words.
Which of the following is NOT an example of non-verbal communication?
Respuesta
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Making eye contact
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Talking about the product
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Nodding the head
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Smiling or relaxed mouth
Pregunta 9
Pregunta
If you were unable to answer a customer's question, query or problem, the FIRST thing you should do is to:
Respuesta
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Tell them to come back later
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Ask a colleague or supervisor to help
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Tell the customer you do not know the answer
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Turn away and hope they will leave
Pregunta 10
Pregunta
What should you do if a customer requiring assistance is accompanied by a guide dog?
Respuesta
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Avoid touching the guide dog without permission
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Give the guide dog a treat
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Ask the customer to leave
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Call for the manager
Pregunta 11
Pregunta
When conversing with a person who has limited English what should you Not do?
Respuesta
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Speak slowly and clearly
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Increase the volume of your voice
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Use simple words rather than sentences
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Write the message down
Pregunta 12
Pregunta
What are important steps to ensure a successful phone interaction with a customer?
Respuesta
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Answer the phone as quickly as possible
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Speak clearly
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Verify spellings and confirm information
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All of these answers are correct
Pregunta 13
Pregunta
Excellent customer service in email correspondence includes which of the following?
Respuesta
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Cold, impersonal tone
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Wordy responses
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Professionalism and quality assurance
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Using acronyms and emoticons
Pregunta 14
Pregunta
Loyalty can be defined as a customer continuing to believe that your product/service is their best option.
Which of the following are important for building customer loyalty?
Respuesta
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Having a quick response time
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Being honest and reliable
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Having expert product knowledge
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All of these answers are correct
Pregunta 15
Pregunta
An important aspect of customer service is dealing with complaints.
What steps are required to resolve customer service complaints?
Respuesta
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Listen to their problem
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Sympathise with their situation
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Ask how they would like to have their problem resolved
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All of these answers are correct
Pregunta 16
Pregunta
Sometimes you can quickly calm an irate customer by simply:
Respuesta
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Telling the customer about your policy
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Thinking of how you will respond and not paying attention
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Smiling
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Listening
Pregunta 17
Pregunta
Handling customer complaints effectively not only resolves immediate problems, but it can help to:
Respuesta
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Gain customer loyalty
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Build customer satisfaction
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Lead to improvements that are customer focused
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All of these answers are correct
Pregunta 18
Pregunta
Why is follow up important when resolving a customer complaint?
Respuesta
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It gives you a chance to say all the things you didn't think of before
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It shows the customer how petty the complaint was
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It is required on the checklist for customer service
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It shows your commitment to ensuring the experience was positive
Pregunta 19
Pregunta
What are the benefits of having a customer service policy?
Respuesta
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There is a consistency in the way customers are treated
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It outlines guidelines for handling complaints
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It provides levels of authority for resolving complaints
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All of these answers are correct
Pregunta 20
Pregunta
Why is it important to gain feedback on customer service?
Respuesta
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Identifies any operational issues
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Assists with future planning
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Provides an opportunity to review the quality of the service provision
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All of these answers are correct
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