Antonia Blankenberg
Quiz por , criado more than 1 year ago

Best Practice in Customer Service Quiz sobre Customer Service Quiz, criado por Antonia Blankenberg em 26-07-2017.

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Antonia Blankenberg
Criado por Antonia Blankenberg mais de 7 anos atrás
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Customer Service Quiz

Questão 1 de 10

1

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

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 2 de 10

1

In responding to a frustrated customer’s question, it’s a good idea to immediately offer a solution.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 3 de 10

1

After resolving a customer complaint, the customer is impressed with your customer service if you contact them to make sure they’re satisfied and thank them for their business.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 4 de 10

1

Open body language portrays you as positive and friendly. Which of these is an example of open body language?

Selecione uma das seguintes:

  • Fiddling

  • Eye contact

  • Folded arms

Explicação

Questão 5 de 10

1

It's okay to pet a service animal because they're well trained.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 6 de 10

1

Besides making sales, what should we strive for first when speaking with a new customer?

Selecione uma das seguintes:

  • To make sure they know we’re better than our competitors.

  • To form a connection and ask if they need any help.

  • To make sure they have a list of all of our prices.

Explicação

Questão 7 de 10

1

A customer with hearing loss asks you for directions to a local church. You give the directions twice but they can't hear you. What do you do?

Selecione uma das seguintes:

  • Ask someone else to help them.

  • Tell them you don't know the way.

  • Explain a third time and give up.

  • Explain a third time slowly and ask if they'd like it written down.

Explicação

Questão 8 de 10

1

Which of the following can have a negative reaction when dealing with an upset customer?

Selecione uma das seguintes:

  • Showing empathy towards their complaints

  • Allowing them to vent

  • Asking them to come back when they've calmed down

  • Explaining the best solution for the problem

Explicação

Questão 9 de 10

1

It’s more important to pay attention to new customers than existing customers.

Selecione uma das opções:

  • VERDADEIRO
  • FALSO

Explicação

Questão 10 de 10

1

When dealing with a customer, you should not:

Selecione uma das seguintes:

  • Get caught up in an argument

  • Use the word "no"

  • Give out orders or place blame on the customer

  • All of the above

Explicação

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