1. Customer Service is...

A. A department in an organisation

B. A procedure that staff have to follow

C. What an organisation does to meet customer expectations and produce customer satisfaction.

2. When delivering customer service we should remember S S S which stands for:

A. Smile, Speak, Summarise

B. Smile, Speak, Serve

C. Smile, Shake hands, Serve

3. You answer the telephone to a customer who complains that she has tried to call your
organisation four times that morning. Three times she was left in a queue each time for more than 10
minutes before she got fed up of waiting and hung up. On the fourth time she managed to get through
but she was not happy as calls to your company are charged at a premium rate of 10p per minute. The
customer tells you she wants to place a large order with you but that she needs some information first.
You give her the information that she needs and she tells you that she will call tomorrow to place the
order. How do you respond?

A. Tell her that when she telephones tomorrow not to hang up as eventually someone will answer
the call

B. Suggest that she sends her order in the post or by email

C. Give her your direct dial number and tell her the best time to call

4. The Service Offer of an organisation is...

A. This months special offers

B. The extents and limits of what an organisation offers

C. How quickly you will get served

5. An internal customer is someone who goes into an organisation to buy a product or service.

A. True

B. False

6. A customer telephones to say he is very angry because he ordered a product from your
company and it has arrived in the post damaged. He tells you that this is the second time that he has
received damaged goods in the post from you and he is not very happy. How do you respond to this
customer?

A. Transfer the call to your manager as you don't like dealing with angry customers

B. Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the
post

C. Apologise and tell him that you will investigate why this has happened and that you will call him
back within and hour with a solution

D. Tell him you cannot comment until you have looked into the matter

7. A solution that would impress the customer who had received the damaged goods would be:

A. Offer to refund his payment immediately

B. Send a replacement in the post recorded delivery

C. Send a replacement by courier service to arrive the next day

8. Company are the course of action that is to be taken as outlined by a company. Some
companies have formal in writing but smaller companies do not put their in writing and the
are simply seen as 'the way we do things around here'

A. Procedures

9. Customer service representatives who stand out in their work are (choose all answers that
apply)

A. Friendly

B. Efficient

C. Pessimistic

D. Honest and fair

10. Good customer service representatives always (choose all answers that apply)

A. Listen attentively

B. Use lots of technical terms

C. Maintain a positive attitude

D. Over promise and under deliver

E. Make most customers feel important

E. Speak clearly

11. What are the key reasons for customer dissatisfaction?

A. Employees who don't listen to what the customer is saying.

B. Employees who ignore customers completely.

C. Employees who don't follow up or follow through.

D. Employees who ask too many questions.

12. To understand customers, you need to get close to them, stay tuned in to them, and think like them.

A. True

B. False

13. Giving great customer service is a matter of doing

A. What your customers want.

14. When a customer enters a busines the employees should do which of the following? Check all the
apply.

A. Greet the customer, and give your name.

B. Make eye contact and smile to show your positive attitude.

C. Ask the customer to wait so that you may finish a conversation with a co-worker.

15. As an employee in customer service, how would you learn your business? Check all that apply.

A. Learn about your entire company operation.

B. Learn only those products and services that are related to your job.

C. Learn about the offerings of your competitors.

16. If you are uncertain how to dress, stay on the conservative side.

A. True

B. False

17. When you look professional, you will act professionally.

A. True

B. False
18. Selling yourself means bragging on your accomplishments and your abilities.

A. True

B. False

19. There are times when it is in the best interest of the customer not to be honest.

A. True

B. False

20. What are some examples of objective measurements or concrete results? Check all that apply.

A. Sales figures

B. Attendance

C. Peer feedback

21. Why should you smile every time you answer a phone call?

A. Because it will make you feel better

B. Because the person on the other end of the line can tell that you are smiling

C. Because it will relax the muscles in your face

D. Because smiling is fun

E. Because you are having a bad day

22. How do you deal with an angry customer?

A. Show understanding, Listen, Stay calm

23. You should greet and say the company's name when you answer the phone

A. True

B. False

24. You should tell the customer if he/she is at fault

A. True

B. False

25. Argue with the customer. Stand for your right.

A. True

B. False

26.Apologize to the customer even if the fault was done by another staff.

A. True

B. False

27. Feedback by clients or customers is not important.

A. True

B. False

28.We must put ourselves in the customers' shoes if they lodge a complaint.

A. True

B. False

29. Repeat customer's complaint after they have said it to be sure.

A. True

B. False

30. Your attire matters when dealing face to face with customers.

A. True

B. False

31. If you had a customer who had a problem or query, what might you do to help them?

A. Ignor them

B. Wait for them to ask someone else

C. Ask them what the problem is

32. If you where unable to answer the customer's question, query or problem what might you do?

A. Tell them to come back later

B. Ask a colleague or supervisor

C. Tell them you do not know the answer

33. What might give a customer a positive impression of yourself?

A. Uniform and hygiene

B. Body language

C. Language used

D. Telling customers you don't know the answer to their question

34.What might give a customer a negative impression of you or the company?

A. Rude

B. Ignor the customer

C. Scruffy appearance

D. Chat to colleagues all the time

E. Asking questions all the time

35.What sort of questions might you be able to ask customers?

A. May I help you?

B. What are you looking for today?

C. Did you find everything your were looking for today?

D. What's wrong?

E. Are you crazy?

36. Match the following

Choice Match

A What to do if a customer complains their order is wrong Apologize and replace it with the
correct item

B The customer Is always right

C The best way to deal with customer complaints Is to prevent them from happening.

D A list of customer complaints is kept in The Customer Complaint Log on the computer.

37.The meaning of role playing is using scenarios from the real world so employees can learn not to be
shy nor intimidated, and also know how to handle irate customers
A. True

B. False

38. Coaching emphasizes practices, the critical lean by doing which turns information into knowledge
and then into experience.

A. True

B. False

39. Attitudes are emotional responses to people, ideas, and objects.

A. True

B. False

40.Communication skills are not used for strategy by people to communicate verbally and non-verbally.

A. True

B. False

41.A decisive style is one of four behaviors style groupings as no-none approach to people and
situations.

A. True

B. False

42. (For Questions 6-15 Fill in the Blanks using one of these words [Note: Each can be used Once!]:
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog,
Collective Cultures, Instant Interaction The ______ is the behaviors and attitudes of a company and its
personnel towards customers during all interactions and communication with them.

A. Customer service, Customer Service

43. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction _____ A term refers to anyone born between 1946 and
1964.

A. Baby Boomers, baby boomers

44. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction The ______ allowed legislation passed to guarantee rights
and prevent workplace discrimination based on age, sex, race, religion, and national origin.

A. Civil Rights of 1964, Civil Rights Of 1964

45. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction Marketing is the process of _______ and executing the
conception, pricing, promoting, and distributing of goods and services to create exchanges that satisfy
individuals and organizational skills.

A. Planning, planning

46. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction Technology, economic, and sociocultural are important
_____ because of today's marketing environment.

A. Attitudes, attitudes, Attitude, attitude

47. ______ is beliefs or opinions that a person has about an individual or group.

A. Biases, biases

48. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction _______-is members of a group show common interests
and values.

A. Collective Cultures, collective cultures

49. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction A ______ is an electronic diary where an individual or a
company introduces in a daily or weekly basis writing comments, advertising, of a product or an event.

A. Blog, blog

50. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction In instant messaging is the way _______ between the E-
Customer Service Representative and customer who wants to clarify something about a product with a
group of experienced buyer as well as new customers.

A. Instant Interaction, instant interaction

51. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction What refers to _______ which is the elimination of using
the telephone as the primary source to do business with potential of loyal customers, and instead, CSR's
use the Internet to contact them.

A. Telephone Tag, telephone tag, Telephone tag, telephone Tag

52. The concept that ensures customers around the world will have appropriate and useful experiences
as they communicate, collaborate, and transact online isreferred to as_______.
A. E-Commerce

B. Homeshoring

C. E-Business

D. Globalization

53. The works style trend of hiring U.S. home-based call agents as an alternative to more expensive in-
house operators or less qualified offshore call centers is called_______.

A. Homeshoring

B. Outsourcing

C. Globalization

D. Customer Contact Center

54. An advantage to businesses of implementing the concept of homeshoring is_______.

A. Not having to provide work space to employees

B. Not having to provide benefits to employees

C. Having a flexible, read-on-demand workforce

D. All of the Above

55. When a customer can contact an organization via the Internet, telephone, e-mail, an instant
message, or chat room, these means are referred to as_______.

A. Globalization

B. Customer Contact Points

C. Outsourcing

D. CRM

56. A business strategy that integrates the functions of sales, marketing, and customer service, using
technology and wide-ranging databases of information is called_______.

A. Customer Relationship Management (CRM)

B. Globalization

C. Homeshoring
D. Outsourcing

57. Free technical support in an online environment might include_______.

A. Sending an e-mail message

B. Chatting with a CSR

C. Providing a toll-free number

D. All of the Above

58.Consolidating customer information from any type of contact into a single database is referred to
as_______.

A. Database Consolidation

B. Knowledge Management

C. Integration of Channels and Systems

D. None of the Above

59. What is the technology driven area called when customers want to talk to a CSR only if they cannot
successfully address their situations electronically themselves?

A. Call Center

B. E-Business

C. Customer Contact Center

D. All of the Above

60. Telling workers what is expected of them, in both the quality and quantity of their work is known
as_______.

A. Setting Standards

B. Role Playing

C. Participatory Management

D. Coaching

61.What measurement is shown by calculating customer survey results and customer retention rates?

A. Operations Management

B. CSR Quality and Productivity

C. Employee Satisfaction

D. Customer Satisfaction

62.The timeliness of service and the willingness of service personnel to help is referred to as_______.

A. Reliability

B. Responsiveness

C. Assurance

D. Empathy

63. What training method uses customer scenarios encountered in the real world?

A. Coaching

B. Standards

C. Role Playing

D. Tests and Quizzes

64. An important employee motivational tool for CSRs is_______.

A. Good Managers

B. Empowerment

C. Rehearsing Scripts

D. None of the Above

65.When managers practice the behaviors and ethics expected of CSRs, they_______.

A. Build Trust

B. Develop People

C. Lead through Example

D. Stay Focused on Customer Needs

66. The practice of empowering employees to participate in organizational decision making is

called_______.

A. Participatory Management
B. Coaching

C. Creating Standards

D. Role Playing

67. A customer calls and would like to add an item to their order that was just placed minutes ago. You
look at the order the status is already in printed picking. What do you do?

A. Apologize, and assist the customer in placing an order for the item.

B. Use the replacement order button to place an additional order, but change the Order Source to
Manual instead of Zero Dollar so that the customer is charged.

C. Have the customer place a new order for the item and call back with the order number so that
we may give them a credit for the shipping.

D. Help the customer to place a new order for the item and give them a credit for budget shipping.

68. If the customer is asking for some sort of discount, 10% an appropriate starting point.

A. True

B. False

69.If a Canadian order was placed today with Canadian Ground Shipping what is the gaurantee date?

A. Monday 2/28/2011

B. Monday 3/7/2011

C. Thursday 3/3/2011

D. We do not gaurantee International orders.

70. One of our customer from Puerto Rico received an item in error and we asked that it be returned.
How would we suggest the customer return the item.

A. Offer the customer a flexible return label

B. Have the customer return through the Post Office

C. Put in a request for a return shipping label through related work items

D. Have the customer return through UPS

71. If a customer gets very upset because their packge delivery was delayed by weather it is ok to refund
the shipping.

A. True

B. False

72.Our customer called to report that they have received an incorrect item. What do you do?

A. Apologize, do a replacement and have customer ship back the incorrect item.

B. Tell the customer to return the wrong item. Once we receive it we will send ou the correct item.

C. Apologize and have the customer ship back the incorrect item.

D. Have the customer ship back the incorrect item and help them to place an order for the correct
one.

73. A customer has placed an order for her party.She is getting a scroll for the new baby that is due to be
born on March 10th. The customer needs the rest of the items to prepare for the party but the order is
held up due to the scroll date, what do you do?

A. Apologize, and let the customer know that there isn't anything we can do about that order. Help
the customer place an order for just the party goods and let her know she can return the other order
when it arrives.

B. Cancel the order and have the customer place two new seperate orders. One with the party
goods, and one with the scroll.

C. Apologize and let the customer know there is nothing that we can do at this time.

D. Delete the scroll from the order and help the customer to place a seperate order for the scroll.

74. Our customer got a damaged item that costs $50. What do you do?

A. Have the customer return the item and when the item reaches us we will send out a new one.

B. Help the customer to create a flex label free of charge and when the item returns we will ship
out a new one.

C. Help the customer to create a flex label free of charge and do a replacement order for a new
item right away.

D. Have the customer return the damaged item and place a brand new order for the new item

75. Who are customers of Hearthstone?

A. Residents
B. Family Members

C. All

D. Collegeaus

76. How would you provide a positive Moment of Truth?

77 To develop rapport you should do the following:

A. Smile

B. Make Eye contact

C. Point your heart towards them

D. Listen

E. Tell them everything you know about a product or service

78. You don't charge for a service if it takes _____ minutes or less and / or is for the benefit of everyone.

A. 5

79.What is the first thing that you should do when making eye contact with a customer?

A. Say hello

B. Smile

C. Ask if you can be of assistance

D. Refer them to the manager

80. When selling alcohol or tobacco products, name two forms of identification of age that are
acceptable.

A. Social security card and state ID

B. State ID and Birth certificate

C. Driver's license and State ID

D. Driver's license and Social security card

81. What are the two main purposes of a bar code?

A. Pricing and Inventory

B. Pricing and Location

C. Receipt and Inventory

D. Receipt and Location

82. What is the maximum amout of times that the phone should ring before being answered?

A. 1

B. 2

C. 3

D. 4

83. Red rules are

A. Rules that are designed to make things run smoothly

B. Rules that cover personality traits

C. Rules that are established based on previous situations

D. Rules that cannot be broken

85. Customer satisfaction is a step_____________________ customer service.

A. Below

B. Around

C. Into

D. Beyond

86. Surveys suggest that most customers evaluate or rate the service that you provide based on five
factors. One of those factors is Tangibles. Tangibles is/are _____________

A. The degree of caring that you show customers

B. Your ability to provide service that is dependable and accurate

C. The physical representations of your company including the facility, equipment and your
appearance

D. The respect, competence and confidence you show to the customer

87. An external customer ________________________ while an internal customer is/are ____________.

A. Are the people who buy your company's products or services; are the people who work within
your company.

B. Are the people who work within your company; are the department heads of each section.

C. Are the people who work within your company; are the customers

D. Are the people who buy your company's products or services; are the customers

88. When dealing with a difficult customer it is important to remember_________________.

A. To not take it personally

B. To use positive self-talk

C. Both a and b above

D. None of the above

89. Customers are not always right, but they are always____________________________.

A. Customers, customers, customer, Customer

90.It is important to make eye contact with a customer because?

A. Eye contact is natural

B. Eye contact is not important

C. Eye contact reassures customers that your attention is focused on them

D. Eye contact is common courtesy and it shows your willingness to serve

91. What message may a customer receive if you consistently answer the telephone on the 5th or 6th
ring?

A. We value your business

B. We are to busy to handle your business

C. As long as you are friendly when you answer the phone it does not matter how many times you
let the phone ring

D. None of the above

92. Walgreens has a model called our _________ service basics.

A. 5
B. 6

C. 7

D. 8

93. What is Walgreens number one priority according to their mission statement?

A. Return on investment to shareholders

B. Customer service

C. Technology advancement

D. Growth opportunities for employees

94.The "moment of truth" is that moment when you come into contact with a customer and you create
an image of your company to that customer. This is a one-time occurrence for each customer.

A. True

B. False

95. Closed questions are used to _____________________

A. Get specific information from the customer

B. Draw the customer into a conversation

C. Begin with words like "what", "how" and "why"

D. Are used whey you need a lengthy explanation from a customer

96. In face-to-face communications, _______ per cent of the communication is the words used while in
telephone communications ________ per cent of the communication is the words used.

A. 38, 18

B. 7, 18

C. 18, 55

D. 82, 18

97. In face-to-face communications, ________ per cent of the communication you have with a customer
is body language.

A. 82
B. 38

C. 18

D. 55

98. An effective way to approach a problem is:

A. Complato the supervisor

B. Offer a reasonable alternative solution to your customer or supervisor

C. Ignore the customer's odd requests

D. Listen attentively and then pass it on to the boss

99. Communication is a give and take process. As a speaker it is your job to:

A. Speak loudly and roughly in order to intimidate people into listening

B. Intentionally speak over a person's ability to understand or communicate

C. Determine if the listener understands

D. Always ensure that you have the first and the last words said

100. A supervisor may criticize an employee in order to:

A. Assist that employee in understanding a better or more effective way to do something

B. Show an employee who is the boss

C. Feel good about themselves

D. Ensure the employee knows exactly who the persons are in their chain-of-command

101.When a misunderstanding happens with a co-worker you should:

A. Be honest and admit there is a problem

B. Work together to come up with solutions

C. Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

D. Both A and B

102. When a misunderstanding happens with a customer you should:

A. Apologize for the error even though it may not have been your error
B. Tell them it was some one else's fault

C. Ask them what you can do to make them happy

D. Both A and C

103.When working on a team it is important to:

A. Take credit for all the parts of the projects that you contributed especially if the project was
successful

B. Make sure to blame the ones that did not do their part if the project was unsuccessful

C. Ensure that you are the leader of the project because that person will get all the praise

D. Share responsibility for both the success and challenges that occurred during the project

104. When learning a new job, it is important to:

A. Ask questions on anything you do not totally understand

B. Understand the importance of the order of steps to be completed

C. Find out where the break room is

D. Realize that if you make a mistake, many people before you probably made the same mistake

105. When a customer walks up to your work station you should...

A. Ignore them until you've finished what you were doing

B. Turn and walk away

C. Warmly greet them and ask if you can assist them

D. Wait for another staff member to come along and do the work

106. A 'Moment of Truth' is...

A. Every single interaction a customer has with a company, either in person or over the phone.

B. A myth

C. Something that doesn't apply to Hospitality

D. Where an employee tells the customers about their life

107. Choose The Pulse Customer Service Standards

A. Make eye contact with each customer

B. Take initiative to go that little bit extra for customers

C. Think of ways to continue to implement new customer satisfaction initiatives.

D. Work together efficiently as a SWC Team

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

A. True

B. False

109. When dealing with an abusive customer on the phone, it's important to hang up right away.

A. True

B. False

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

A. True

B. False

111.If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say
anything to make a sale.

A. True

B. False

112. You should always offer a sincere apology to upset/angry customers.

A. True

B. False

113. All customers are basically the same when it comes to behavior.

A. True

B. False

114. Customers are your companies most valuable asset.

A. True

B. False

115. Your fellow employees are customers also.

A. True

B. False

116. There are times when it is OK to interrupt a customer.

A. True

B. False

117. Effective listening is the most important skill when dealing with customers:

A. True

B. False

118. A customer walks into the office and asks for the deadline to file a permit application. You do not
know the answer. How would you help the customer?

119. Despite all the information you've given your client, he has his mind set on a mediocre
plan/product/strategy. He is happy about having finally made a decision, wants to finalize, and makes a
point of telling you not to try talking him out of it. You think he is making a mistake but even your
manager says you should let it go. How do you deal with the situation?

A. I tell him he is making a mistake.

B. I try convincing him to change his decision.

C. I ask if he is certain he doesn't want to think it over one last time.

D. I resist the temptation to try changing his mind.

E. I recommend that he should take some time to think about it.

120. You're helping a computer illiterate customer is trying to setup his Internet connection over the
phone. The customer is just not getting what you are trying to explain. How much time do you spend
explaining it to the customer?

A. I'd work with him for as long as it takes and try other resources at the customer reach

B. 10 minutes or so; I'd go through it once as quickly as possible and then hang up.
C. About half an hour; I'd make sure he understands at least the basics.

D. None at all; I'd get frustrated the first time he says "I don't understand."

121. A person is telling you a story, but taking forever to get to the point. What do you do?

A. I let him/her finish the story, without interrupting.

B. I let him/her finish the story without interrupting, but can't help glancing at my watch.

C. I ask him/her to get to the point of the story.

D. I would poliety interrupt the customer

122. You get called into the manager’s office one morning to discuss a particular client you dealt with
the day before. How would you react?

A. I’d be enthusiastic and would look forward to hearing about my performance.

B. I’d be calm, but wonder whether s/he has good or bad news.

C. I would get a little bit nervous and wonder whether s/he has some bad news.

D. I would get very nervous and anticipate some bad news.

E. I would panic and expect that something went terribly wrong.

123. When it comes to resolving conflicts:

A. I usually give in and let the other person have his/her way.

B. I prefer "give and take".

C. I try to push for a win on my part but if it is not in the cards I can accept a compromise.

D. It's my way or the highway.

124. There are times when it is in the best interest of the customer not to be honest.

A. True

B. False

125. It is better to do things based on instinct than to thourghly plan out.

A. True

B. False

126. Always make sure you do what is important to the customer

A. True

B. False

127. In trying to close a deal with a customer, it is always best not to knock down your competitor.

A. True

B. False

128. Customers see the following in order as the most important employees in a company? Front line
employees, direct supervisors, middle management, upper management, CEO.

A. True

B. False

129.Who directly helps customers with their needs?

A. Only supervisors

B. The CEO

C. The nurse

D. I do

E. Nobody cares what the customer needs

130. Customers reactions are based on your ability to ...

A. Establish rapport

B. A, C, and D

C. Build your credibility

D. Instill trust

E. Making the customer angry

131. What are 2 ways that show why "neutral" is really a negative perception? (check all that apply)

A. Customers should be "okay" with neutral service

B. Neutral service does not create lifelong customers

C. Nobody rushes back for "okay" service

D. There is no such thing as "excellent" customer service

E. B and C

132. Why do some employees make bad first impressions?

A. Lack of training

B. Too many demands on time and attention - overwhelmed

C. Lack of commitment

D. Feeling of powerlessness - lack of authority to make customer-centered decisions

E. All of the above

133. What should you do when a customer is very angry?

A. Argue with the customer until the customer sees it your way.

B. Use words that assure the customer

C. Talk down to the customer then roll your eyes and walk away

D. Point out what you know to be true and offer choices when you can't get the answer on the spot

E. B and D

134. Pick the additional tips for dealing with angry customers

A. Give them special treatment. Take them off to the side to discuss the problem. Listen to their
words and read between the words to unearth emotions and needs.

B. Tell them there is nothing that you want to do for them even if you could.

C. Apologize without accepting wrongful blame. Ask how they want you to resolve the issue. Tell
them what you can do and what you cannot do. Get to a win-win.

D. A and C

E. Make a promise with no intention of following through

135. Complaints from customers are useless.

A. True

B. False

136. What are the Seven-Eleven rules of customer service? Within seven seconds of meeting you,
customers form eleven impressions based on your:
A. Clelanliness, attractiveness, credibility, knowledge, responsiveness, friendliness, helpfulness

B. A and D

C. Dopey, Grumpy, Doc, Happy, Bashful, Sneezy, Sleepy

D. Willingness or effort to be understanding, courtesy, confidence, and professionalism

E. None of the above

137. Choose the answer that shows some ways you can pay special attention to your customers

A. Smile!! Keep it polite, but natural. Take ownership of problems and serve as a liaison.

B. Ignore the customer -- pretend that you don't hear them and maybe they will go away.

C. Cross your arms and put your game face on.

D. Use the customer's name. Be aware of trigger words and body language that might set you off.

E. A and D

138. Making a good first impression is important because ...

A. A customer might give you a present.

B. You might get sent home if you don't.

C. Loss of credibility - yours and the company's. Customer decision not to do business with you and
perhaps not to do business with the organization. you depreciate as an asset to the company and you
have to swim hard to get out of the hole you dug and win the customer back.

D. You might win the lottery

E. A and B

139. Why should you pay special attention to all of your customers?

A. Customers have more choices of where to buy than ever before.

B. Service expectations are higher than ever before.

C. Customers are far more informed than in the past and the internet has opened a world-wide
market.

D. All of the above.

E. None of the above.

140. The customer part of customer service consists of

A. A friendly greeting

B. A meaningful connection

C. Respecting the customer

D. All of the above.

141. ________ your customers' needs and priorities. Time is a common issue.

A. Respect

142. If you need to stay from first come, first served, be sure to

A. Keep customers informed and get their permission.

B. Match your style to the customer's.

C. Keep customers waiting with no explanation.

D. None of the above.

143. Customer service starts and ends with the service. Service consists of which of the following
elements?

A. Listening and evaluating

B. Knowing your business

C. Meeting your customers' needs

D. All of the above.

144. To give customers what they need, you have to know your products and services in order to answer
their questions and make recommendations.

A. True

B. False

145 __________ customers are just as important as customers who come from outside the organization.

A. Internal

146. When customers are unhappy with the level of service, what are some things you can do to help
them?

A. Let them tell their story.

B. Ask them questions to help you guide them to a solution.

C. Control your own emotions; stay calm.

D. Find something you can agree with.

E. All of the above.

147. Knowing what you are empowered to offer is part of knowing your business.

A. True

B. False

148. The better you know your options, the more creative you can be in finding the best solution.

A. True

B. False

149. No matter the tone of your interaction with customers, always _________ them for their business.

A. Thank

150. How many time are you to state a customers name during a call?

A. 1

B. 0

C. 3

D. 2

151.When do you warm transfer a call?

A. At all times.

B. At all times except when transfering to a store.

C. Only when transfering to retail dispatch.

D. Only when transferring internally.

152. What is our greeting?

A. Thank you for connecting to Central dispatch. How may I help you?
B. Thank you for calling Geek Squad, Agent X speaking, How can I help you?

C. Thank you for calling Geek Squad How may I help you?

D. Thanks for calling. How can I help you?

153. What information must you verify with the customer?

A. Name and Address

B. Only verify with other department

C. Address and Phone Number

D. None of the above

154. Is this the proper hold procedure - " Ask customer for permission, return to customer every 2
minutes to refresh the caller and Thank the customer once you return to the line.

A. Yes

B. No

155. If a customer has now received product(s) incorrect twice, what do you do?

A. Create a Replacement Order with very detailed case notes

B. Create a Parts and Pieces request

156. As long as you have verified the shipping and billing address with the customer it is ok to use the
replacement order button in Opus to recreate an order canceled by the Fraud Team.

A. True

B. False

157. If a customer would like a discount on their order of $40 and you offered them 5%, would wording
it in percentage or dollars sound more valuable?

A. Percentage

B. Dollars

158. Under no circumstances are you allowed to refund a customer for shipping when weather
disrupted the promised delivery date.

A. True

B. False
159 Where can you locate the restocking fees link in the new Returns Library?

A. Why is the customer calling section

B. Actions section

C. Development Tools section

160. When creating a replacement order there is no need to mention the request for a trace
investigation since you will be creating a related work item for that.

A. True

B. False

161. How can randomly selected CE B users close the running shopping cart that will appear after an
item is placed in the shopping cart?

A. Clicking the X

B. Clicking continue shopping

C. Clicking anywhere on the page

D. All of the above

162. The returns department is the only department that can make the determination to waive the
restocking fee for a customer.

A. True

B. False

163. When emails are auto grouped in the new format what are they referred to as?

A. Conversations

B. "Conversations"

C. Conversations

164. Our new webmail supports which browsers?

A. IE 7

B. Google Crome

C. Safari 3

D. Firefox 3
165. Why is Great Costumer Service Important?

A. The customer is happy.

B. You experience less grief from the costumer.

C. Stress levels are down.

D. All of the Above

166. True or False, Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and
Not Being Afraid to Ask can all influence the service you give to the customer?

A. True

B. False

167. When Dealing with a Customer, You Should Not?

A. Get caught up in an argument.

B. Use the word "NO"

C. Give out orders or place blame on the Customer.

D. All of the Above.

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

A. True

B. False

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

A. True

B. False

170. A complaining customer is?

A. Always right

B. Almost right

C. Often lying

D. Always the customer

171. Customers who complain want?

A. Something for nothing.

B. To be heard and have their experience validated.

C. To vent for the sport of it.

D. To be made majority shareholders in the company.

172. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help.

A. True

B. False

173. Customers who complain?

A. Had unhappy childhoods.

B. Are genetically predisposed to be sourpusses.

C. Have trouble in their primary relationships.

D. Are doing you a service in identifying what isn’t working in your business or organization.

174. What ______% of Customers never complain?

A. 96

175. How many people will a dissatisfied customer tell about their experience?

A. 5 to 6 people, although 13% who have a problem with an organization recount the incident to
more than 20 people.

B. 9 to 10 people

C. 3 to 6 people

D. 9 to 10 people, although 13% who have a problem with an organization recount the incident to
more than 20 people.

176. It can cost up to _____ times as much to attract a new customer than to retain and existing one.
(enter a number)

A. 5

177. Is there such thing as a difficult person?

A. No, all people are easy to work with

B. Yes, customers are inherently difficult

C. No, the correct view is there are difficult situations and interactions

D. None of the above.

178 When dealing with an aggressive customer, whic of the following will help?

A. Taking a deep breath.

B. Not responding with agggression.

C. Ask, and keep asking, for the facts.

D. All of the above.

179. Select all of the things you can do to aide in helping with a difficult interaction or situation. Check
all tht apply.

A. Take a deep breatch

B. Interrupt the customer so you can take control of the call.

C. Listen to what is being said and take notes.

D. Apologize if necessary to the customer.

E. Never give excuses.

1180. Select all of the things you should never say or do when dealing with a difficult interaction or
situation. Check all that apply.

A. You should let the customter know you are not with this department.

B. You should let the customer know it is not your fault.

C. You should jump to conclousions and interrup the customer whenever necessary.

D. You should lose your temper if the customer is rude.

181. When dealing with a cutomer who is vague, is it better to patient with them while trying to bring
them back to the issue?

A. True

B. False

182. The most credible advertising is a satisfied customer.

A. True
B. False

183. Which of the following does not contribute to the image you project?

A. Body language

B. Choice of words

C. Your specific job title

D. Tone of voice

184. If you resolve a complaint to the customer’s satisfaction, what percentage of customers will stay
with you?

A. 68% to 75%

B. 36% to 49%

C. 54% to 70%

D. None of the above.

185. Have you ever used on-line chat software in a previous position? Describe how you used this tool.

186. What personal characteristics do you have that would make you successful in web chat and
telephone sales?

187. What are five things you value, are motivated by, or must have in your job?

188. How would you rate your communication skills (1-5, 5 being the highest) and Why? - Written: -
Verbal: - MS Word: - MS Excel: - Typing/keyboarding:

189. I have a strong commitment to provide our customers with excellent service...

A. This describes me all or most of the time

B. This describes me part or some of the time

C. This describes me very little or not at all

D. Not applicable to me at this time

190. I believe that our customers are important to me and our company...

A. This describes me all or most of the time

B. This describes me part or some of the time

C. This describes me very little or not at all

D. Not applicable to me at this time

191.I feel that I know and understand what excellent customer service is...

A. This describes me all or most of the time

B. This describes me part or some of the time

C. This describes me very little or not at all

D. Not applicable to me at this time

192. I have a good understanding of what our customers expect and require...

A. This describes me all or most of the time

B. This describes me part or some of the time

C. This describes me very little or not at all

D. Not applicable to me at this time

193. I believe that my job providing customer service is very important, and I understand why...

A. This describes me all or most of the time

B. This describes me part or some of the time

C. This describes me very little or not at all

D. Not applicable to me at this time

194.What is the first thing that you should do when making eye contact with a customer?

A. Say hello

B. Smile

C. Ask if you can be of assistance

D. Refer them to the manager

195. When selling alcohol or tobacco products, name two forms of identification of age that are
acceptable.

A. Social security card and state ID

B. State ID and Birth certificate

C. Driver's license and State ID

D. Driver's license and Social security card

196. What are the two main purposes of a bar code?

A. Pricing and Inventory

B. Pricing and Location

C. Receipt and Inventory

D. Receipt and Location

197. What is the maximum amout of times that the phone should ring before being answered?

A. 1

B. 2

C. 3

D. 4

198. Red rules are

A. Rules that are designed to make things run smoothly

B. Rules that cover personality traits

C. Rules that are established based on previous situations

D. Rules that cannot be broken

199. Customer satisfaction is a step_____________________ customer service.

A. Below

B. Around

C. Into

D. Beyond

200. Surveys suggest that most customers evaluate or rate the service that you provide based on five
factors. One of those factors is Tangibles. Tangibles is/are _____________

A. The degree of caring that you show customers

B. Your ability to provide service that is dependable and accurate

C. The physical representations of your company including the facility, equipment and your
appearance

D. The respect, competence and confidence you show to the customer

201. An external customer ________________________ while an internal customer is/are

____________.

A. Are the people who buy your company's products or services; are the people who work within
your company.

B. Are the people who work within your company; are the department heads of each section.

C. Are the people who work within your company; are the customers

D. Are the people who buy your company's products or services; are the customers

202. When dealing with a difficult customer it is important to remember_________________.

A. To not take it personally

B. To use positive self-talk

C. Both a and b above

D. None of the above

203. Customers are not always right, but they are always____________________________.

A. Customers

B. Customers

C. Customer

D. Customer

204. It is important to make eye contact with a customer because?

A. Eye contact is natural

B. Eye contact is not important

C. Eye contact reassures customers that your attention is focused on them

D. Eye contact is common courtesy and it shows your willingness to serve

205. What message may a customer receive if you consistently answer the telephone on the 5th or 6th
ring?

A. We value your business

B. We are to busy to handle your business

C. As long as you are friendly when you answer the phone it does not matter how many times you
let the phone ring

D. None of the above

206. Walgreens has a model called our _________ service basics.

A. 5

B. 6

C. 7

D. 8

207. What is Walgreens number one priority according to their mission statement?

A. Return on investment to shareholders

B. Customer service

C. Technology advancement

D. Growth opportunities for employees

208. The "moment of truth" is that moment when you come into contact with a customer and you
create an image of your company to that customer. This is a one-time occurrence for each customer.

A. True

B. False

209. Closed questions are used to _____________________

A. Get specific information from the customer

B. Draw the customer into a conversation

C. Begin with words like "what", "how" and "why"

D. Are used whey you need a lengthy explanation from a customer

210. In face-to-face communications, _______ per cent of the communication is the words used while in
telephone communications ________ per cent of the communication is the words used.

A. 38, 18

B. 7, 18

C. 18, 55

D. 82, 18

211. In face-to-face communications, ________ per cent of the communication you have with a
customer is body language.

A. 82

B. 38

C. 18

D. 55

212. An effective way to approach a problem is:

A. 82

B. 38

C. 18

D. 55

A. Complain to the supervisor

B. Offer a reasonable alternative solution to your customer or supervisor

C. Ignore the customer's odd requests

D. Listen attentively and then pass it on to the boss

213. Communication is a give and take process. As a speaker it is your job to:

A. Speak loudly and roughly in order to intimidate people into listening

B. Intentionally speak over a person's ability to understand or communicate

C. Determine if the listener understands

D. Always ensure that you have the first and the last words said

214. A supervisor may criticize an employee in order to:

A. Assist that employee in understanding a better or more effective way to do something

B. Show an employee who is the boss

C. Feel good about themselves

D. Ensure the employee knows exactly who the persons are in their chain-of-command

215. When a misunderstanding happens with a co-worker you should:

A. Be honest and admit there is a problem

B. Work together to come up with solutions

C. Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

D. Both A and B

216. When a misunderstanding happens with a customer you should:

A. Apologize for the error even though it may not have been your error

B. Tell them it was some one else's fault

C. Ask them what you can do to make them happy

D. Both A and C

217. When working on a team it is important to:

A. Take credit for all the parts of the projects that you contributed especially if the project was
successful

B. Make sure to blame the ones that did not do their part if the project was unsuccessful

C. Ensure that you are the leader of the project because that person will get all the praise

D. Share responsibility for both the success and challenges that occurred during the project

218. When learning a new job, it is important to:

A. Ask questions on anything you do not totally understand

B. Understand the importance of the order of steps to be completed

C. Find out where the break room is

D. Realize that if you make a mistake, many people before you probably made the same mistake

219. The most credible advertising is a satisfied customer.

A. True

B. False

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

A. True

B. False

221. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help.

A. True

B. False

222. When a customer calls for technical support, its realistic to require them to explain the problem in
highly technical language.

A. True

B. False

223. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help.

A. True

B. False

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

A. True

B. False

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

A. True

B. False
226. 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.

A. True

B. False

227. On a technical help desk, the agents who are the smartest technically are always rated most helpful
and customer friendly by the customer.

A. True

B. False

228. What is Customer Service ?

229. Customers or Residents are more easily satisfied if their expectations are effectively managed.

A. True

B. False

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

A. True

B. False

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

A. True

B. False

232. If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say
anything to make a sale.

A. True

B. False

233. When a customer calls for technical support, its realistic to require them to explain the problem in
highly technical language.

A. True

B. False
234. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help.

A. True

B. False

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

A. True

B. False

236. When dealing with an abusive customer on the phone, it's important to hang up right away.

A. True

B. False

237. 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.

A. True

B. False

238. Customers trust you more if they have problems with your product or service and receive speedy
resolution, than if they have no problems with your product at all.

A. True

B. False

239. The most credible advertising is a satisfied customer.

A. True

B. False

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

A. True

B. False

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

A. True
B. False

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

A. True

B. False

243. If a customer gets the wrong idea from a sales rep, its okay to tell the customer that sales will say
anything to make a sale?

A. True

B. False

244. When a customer calls for technical support, its realistic to require them to explain the problem in
highly technical language?

A. True

B. False

245. When you answer a call, and the customer really needs to resolve the issue with another
department, it's your responsibility to make sure the customer reaches someone who can help?

A. True

B. False

246. 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

247. When dealing with an abusive customer on the phone, it's important to hang up right away ?

A. True

B. False

248. On a technical help desk, the agents who are the smartest technically are always rated most helpful
and customer friendly by the customer?

A. True

B. False
249. 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?

A. True

B. False

250. Customers trust you more if they have problems with your product or service and receive speedy
resolution,than if they have no problems with your product at all?

A. True

B. False

251. The most credible advertising is a satisfied customer ?

A. True

B. False

252. A complaining customer is...?

A. Almost right

B. Always the customer

C. Often lying

D. Always right

253. Customers who complain:

A. Had unhappy childhoods

B. Are genetically predisposed to be sourpusses

C. Have trouble in their primary relationships

D. Are doing you a service in identifying what isn’t working in your business or organization.

254. CRM stands for:

A. Customers Rarely Matter

B. Can’t Remember Much

C. Communicating Random Meaning

D. Customers Rudimentarily Managed

E. Customer Relationship Management

255. Customers who complain want . . .

A. Something for nothing

B. To be heard and have their experience validated

C. To vent for the sport of it

D. To be made majority shareholders in the company

256. Customer Service departments:

A. Are the afterthought that cleans up messes other departments cause

B. Build customer loyalty

C. Are leaders in understanding customer behavior patterns and market research

257. For a company to be considered service-oriented:

A. It must mention customer service in its mission statement.

B. At least 18.3% of its employees must work in the customer service department

C. Its managers must at one time have been CSRs

D. Customer service must be addressed by all departments

258. A Call Center is defined as:

A. The midpoint in duration of a telephone call

B. A revenue sink hole

C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

D. A location where complaints and problems are converted into successful saves for your
customers and your company

259. 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

260. Customer Service Culture is

A. A new form of yogurt where the lid removes itself for you

B. Behavior being analyzed in a Petrie dish for contagions

C. A mythical civilization in which everyone smiles and welcomes you when they meet

D. An environment where customer service permeates the thinking of the entire company.

261. Customer Service is...

A. A department in an organisation

B. A procedure that staff have to follow

C. What an organisation does to meet customer expectations and produce customer satisfaction.

262. When delivering customer service we should remember S S S which stands for:

A. Smile, Speak, Summarise

B. Smile, Speak, Serve

C. Smile, Shake hands, Serve

263. You answer the telephone to a customer who complains that she has tried to call your organisation
four times that morning. Three times she was left in a queue each time for more than 10 minutes before
she got fed up of waiting and hung up. On the fourth time she managed to get through but she was not
happy as calls to your company are charged at a premium rate of 10p per minute. The customer tells
you she wants to place a large order with you but that she needs some information first. You give her
the information that she needs and she tells you that she will call tomorrow to place the order. How do
you respond?

A. Tell her that when she telephones tomorrow not to hang up as eventually someone will answer
the call

B. Suggest that she sends her order in the post or by email

C. Give her your direct dial number and tell her the best time to call

264. The Service Offer of an organisation is...

A. This months special offers

B. The extents and limits of what an organisation offers

C. How quickly you will get served

5. An internal customer is someone who goes into an organisation to buy a product or service.

A. True

B. False

265. A customer telephones to say he is very angry because he ordered a product from your company
and it has arrived in the post damaged. He tells you that this is the second time that he has received
damaged goods in the post from you and he is not very happy. How do you respond to this customer?

A. Transfer the call to your manager as you don't like dealing with angry customers

B. Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the
post

C. Apologise and tell him that you will investigate why this has happened and that you will call him
back within and hour with a solution

D. Tell him you cannot comment until you have looked into the matter

266. A solution that would impress the customer who had received the damaged goods would be:

A. Offer to refund his payment immediately

B. Send a replacement in the post recorded delivery

C. Send a replacement by courier service to arrive the next day

267. Company are the course of action that is to be taken as outlined by a company. Some
companies have formal in writing but smaller companies do not put their in writing and the
are simply seen as 'the way we do things around here'

A. Procedures

268. Customer service representatives who stand out in their work are (choose all answers that apply)

A. Friendly

B. Efficient

C. Pessimistic
D. Honest and fair

269. Good customer service representatives always (choose all answers that apply)

A. Listen attentively

B. Use lots of technical terms

C. Maintain a positive attitude

D. Over promise and under deliver

E. Make most customers feel important

E. Speak clearly

270. To develop rapport over the phone you should do the following:

A. Smile

B. Tell them everything you know about a product or service

C. Point your heart towards them

D. Make Eye contact

E. Listen

271. What are the key reasons for customer dissatisfaction?

A. Employees who don't listen to what the customer is saying.

B. Employees who ignore customers completely.

C. Employees who don't follow up or follow through.

D. Employees who ask too many questions.

272. True or False: To understand customers, you need to get close to them, stay tuned in to them, and
think like them.

A. True

B. False

273. If you had a customer who had a problem or query, what might you do to help them?

A. Ignore them.
B. Ask them what the problem is.

C. Wait for them to ask someone else

274. If you where unable to answer the customer's question, query or problem what might you do?

A. Put the customer on hold and ask a colleague or supervisor.

B. Tell them you do not know the answer.

C. Tell them to call back later

275. Why should you smile every time you answer a phone call?

A. Because it will make you feel better

B. Because smiling is fun

C. Because you are having a bad day

D. Because the person on the other end of the line can tell that you are smiling

276. True or False: You should greet and say the company's name when you answer the phone.

A. True

B. False

277. True or False: You should tell the customer if he/she is at fault

A. True

B. False

278. True or False: Argue with the customer. Stand for your right.

A. True

B. False

279. True or False: Apologize to the customer even if the fault was done by another staff.

A. True

B. False

280. A complaining customer is:

A. Always right

B. Almost right

C. Often lying

D. Always the customer

281. Customers who complain:

A. Had unhappy childhoods

B. Are genetically predisposed to be sourpusses

C. Are doing you a service in identifying what isn’t working in your business or organization

D. Have trouble in their primary relationships

282. The best reward for your customer service representatives is:

A. Earplugs and punching bags

B. Valium or other mind-numbing drugs

C. Recognition and appreciation on your part

D. Anger management seminars

283. CRM stands for:

A. Customers Rarely Matter

B. Customer Relationship Management

C. Communicating Random Meaning

D. Customers Rudimentarily Managed

284. Customers who complain want:

A. Something for nothing

B. To be heard and have their experience validated

C. To vent for the sport of it

D. To be made majority shareholders in the company

285. For a company to be considered service-oriented:

A. It must mention customer service in its mission statement.

B. At least 18.3% of its employees must work in the customer service department

C. Its managers must at one time have been CSRs

D. Customer service must be addressed by all departments

286. A Call Center is defined as:

A. The midpoint in duration of a telephone call

B. A revenue sink hole

C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

D. A location where complaints and problems are converted into successful saves for your
customers and your company

287. Customer Care is:

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

B. A nifty alliterative phrase that looks good in company brochures

C. A new program where customers care for themselves

D. A managed care medical program for customers

288. Customer Service Culture is:

A. A new form of yogurt where the lid removes itself for you

B. Behavior being analyzed in a Petrie dish for contagions

C. An environment where customer service permeates the thinking of the entire company

D. A mythical civilization in which everyone smiles and welcomes you when they meet

289. Customer Service departments:

A. Are the afterthought that cleans up messes other departments cause

B. Build customer loyalty through great experience

C. Are leaders in understanding customer behavior patterns and market research

D. Basically entertain customers

290. Which of the following is more important during telephone communication?

A. Words used

B. Ideas Used

C. Tone of voice

291. Saying "You'll have to..." is an appropriate answer to guide your customer through instructions.

A. True

B. False

292. The most appropriate phrase when you don't know the answer to a customer's question is:

A. "I don't know."

B. "Just a second."

C. "I'll find out."

293. Which of the following statements is true?

A. A. Keeping loyal customers is less expensive than finding new customers.

B. B. Keeping loyal customers is more expensive than finding new customers.

C. C. Keeping loyal customers and finding new customers are equally expensive.

294. When listening actively, affirm to show the customer that you:

A. A. Are paying attention.

B. B. Are busy with other matters.

C. C. Have other customers to deal with.

295. What should be the best response to this customer who says: "I took my IELTS test last week and
am here for my results"

A. A. Did you read your confirmation letter?

B. B. Sorry, your result will be out 13 working days after the exams date.

C. C. Your result is not ready please.

296. Which of these statements best describes a good customer service person

A. A. Strict, Straight to the point and Policy oriented

B. B. Firm and time Conscious

C. C. Nice but firm.

D. D. Firm but nice

297. To develop rapport over the phone you should do the following three things:

A. Smile

B. Show Empathy

C. Point your heart towards them

D. Make Eye contact

E. Listen

298. What are three key reasons for customer dissatisfaction?

A. Employees who don't listen to what the customer is saying.

B. Employees who ignore customers completely.

C. Employees who don't follow up or follow through.

D. Employees who ask too many questions.

299. True or False: To understand customers, you need to get close to them, stay tuned in to them, and
think like them.

A. True

B. False

300. If you had a customer who had a problem or query, what might you do to help them? (select one)

A. Ignore them.

B. Ask them what the problem is.

C. Wait for them to ask someone else

301. If you were unable to answer the customer's question, query or problem what might you do?
(select one)

A. Put the customer on hold and ask a colleague or supervisor.

B. Tell them you do not know the answer.

C. Tell them to call back later

302. Why should you smile every time you answer a phone call? (select two)

A. Because it will make you feel better

B. Because smiling is fun

C. Because you are having a bad day

D. Because the person on the other end of the line can tell that you are smiling

303. True or False: You should always use the correct greeting outlined in the scripts when you answer
the phone.

A. True

B. False

304. True or False: You should tell the customer if he/she is at fault

A. True

B. False

305. True or False: Argue with the customer. Stand for your right.

A. True

B. False

306. True or False: Apologize to the customer even if the fault was done by another staff.

A. True

B. False

307. You should always anser and incoming call in no more than how may rings?

A. One

B. Two

C. Three

D. Four

E. Five
308. You should answer the phone in what maner?

A. "It's a great day at Action Appliance."

B. Always give your name in your introduction.

C. Say good morning, afternoon, evening etc.

D. Always smile because a smile can be heard through the phone.

E. All of the above.

309. When a customer's first question is "What is your service call?", you should answer;

A. Quote the service call immediately and ask if the customer would like to book an appointment.

B. Ask the customer what town they are located in and explain that different towns have different
rates.

C. Ask the customer what kind of appliance they have and what problems they have with it to get
them invested with you.

D. Explain what a service call includes and if it applies what the on call service rates are.

E. All of the above.

310. When a customer describes the problem with their appliance and asks what you think it might be
or what it may cost to repair, you should;

A. Give the customer your best guess as to what the problem is and what the repair would run by
consulting the blue book for pricing.

B. Ask the customer to hold on and try to get the correct diagnosis from a manager or by
contacting a technician.

C. Explain to the customer that their symptom could be caused by many different problems making
it difficult to estimate a price, but that our technician will do a complete diagnostic.

D. Explain to the customer that you are not a technician and cant diagnose the problem over the
phone, but that our technicians are very thorough and do the best possible job.

E. All of the above.

311. When a customer has indicated they would like service and wants to book an appointment, you
should;

A. Ask the customer what day and time they would like service then consult the schedule and do your
best to occomodate the customers wishes.
B. You should already have a good working knowledge of techs schedules for the next several days and
give the customer the soonest days and time slots that are available asking them to choose.

C. Offer the customer immediate service if they are in a zone that our company offers same day service
in.

D. Both A and B.

E. Bo.th B and C

312. You have agreed with the customer on a day and time and are entering the customer into the data
base, you should

A. Ask the customer for their name, address and phone number making sure to ask for correct spellings
and repeating the customers phone number back to them.

B. Ask the customer the type, make, age and model and serial number of their appliance.

C. Repeat the problem the customer has described and enter as many details on the problem as
possible.

D. Ask the customer for any additional contact phone numbers and e-mail addresses that we can
confirm appointments at.

E. All of the above.

313. After you have gotten the customer and product information you should:

A. Ask the customer where they found us from and if via the yellow pages if the know the page number.

B. Ask the customer if there are any other appliances they would like looked at while we are out
explaining that the service call includes diagnosis on up to three appliances for the same fee.

C. Tell the customer that the technician will call when he is on the way and that some one must be home
to answer the phone for him to come.

D. Both A and B.

E. All of the above.

314. At the end of the customer booking you should;

315. When the call is concluded, you should;

A. Dispatch the call to the technician immediately and follow up with a call, text message or e-mail
to the technician to make sure he has the information.
B. Schedule the call and check dispatch map to make sure the call booked properly and does not
conflict with any scheduling note for the technician.

C. Review all the schedules for the next several days before you take another call to make sure you
know where the next call will fit.

D. Inform the dispatcher that you have taaken a call and make sure that it is correct and and the
correct place.

E. None of the above.

316. If during the taking of the call, the customer indicates it is an emergency and must have service
today, you should;

A. Explain the on call rates to the customer and let them know the technician will definately arrive
later in the day. Let the customer know that because it is on call the tech will arrive as soon as he is able
and will call when on the way.

B. Contact the on call tech and make sure he can occomadate the call, the on call rate and
approximate arrival time.

C. Call the customer back and give them the option for taking the on call service as indicated by the
technician and also give the customer possible appointment times and days for regular rate service.

D. Both A and B.

E. Both B and C.

317. A customer walks into the office and asks for the deadline to file a permit application. You do not
know the answer. It would be best for you to do which of the following?

A. Tell the person what you think the answer might be.

B. Refer the person to your supervisor.

C. Say that you are not allowed to give out that information to the public.

D. Inform the person that you don't know but will find out.

318. A person approaches you and tells you of many complaints he has about your department. You
should first:

A. Assume that his is just blowing off steam and ignore his complaints.

B. Check into the legitimacy of the complaints.

C. Ask for advice from your supervisor on the best way to handle the person.
D. Regard the complaints as accurate and take immediate steps to correct them.

319. Assume that you are taking a telephone message for a co-worker who is not in the office at the
time. Of the following, the LEAST important item to write on the message is the

A. Length of the call.

B. Name of the caller

C. Time of the call

D. Telephone number of the caller

320. A customer has come into your office and submitted an application. When you give her some more
forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of
her application. In which of the following ways should you respond to the customer?

A. Simply be patient with her.

B. Tell her the reasons why your office needs the information.

C. Suggest that she can contact her state legislators if she wants to change the law.

D. Say that you cannot process her application until all the forms have been completed.

321. As an administrative assistant, you have been training Mrs. W., who is not directly under your
supervision. She has not appeared to be particularly competent during the month she has been in her
position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a
question. You tell her you are busy with a client and will come to her office when you are through. In a
low voice, she begins to call you names and say bad things about the department. There are several
clients in the office in addition to the one you are working with. The supervisor doesn't appear to be
around. What should you do?

A. Ignore her and continue to assist the client.

B. Get on the phone and request assistance from a department administrator.

C. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."

D. Ask another employee to help the client while you escort Mrs. W. to a room away from the
public area.

322. You overhear your boss giving a client the name of a person to contact for some information. You
know this person is no longer the one to reach for this information. The client is still in the office. What,
if anything, should you do?

A. Do not get involved in the situation.

B. Quickly take your boss aside and provide the correct name.

C. Wait until the client leaves, and then provide your boss with the correct name.

D. Give the individual the correct name, and explain that your boss was not aware of a different
person being responsible to provide the information.

323. You're helping a computer illiterate friend setup his Internet connection over the phone. He is just
not getting what you are trying to explain. How much time do you spend explaining it to him?

A. I'd work with him for as long as it takes.

B. 10 minutes or so; I'd go through it once as quickly as possible and then hang up.

C. About half an hour; I'd make sure he understands at least the basics.

D. None at all; I'd get frustrated the first time he says "I don't understand."

324. A person is telling you a story, but taking forever to get to the point. What do you do?

A. I let him/her finish the story, without interrupting.

B. I let him/her finish the story without interrupting, but can't help glancing at my watch.

C. I ask him/her to get to the point of the story.

D. I interrupt by asking, "Does this story have a oint?"

325. Your friend/co-worker starts to get on your nerves. What would be your most likely response?

A. I would tell him/her right away that s/he is getting on my nerves because of X personality trait
that I don't like, and that s/he should leave me alone.

B. I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.

C. I would avoid that person until s/he got the point that I need a break.

D. I would explain that I am feeling overwhelmed with work/school/life and need a break from
social obligations to be by myself for a while.

E. I would explain what is bothering me, and ask for some time to myself.

326. When having a disagreement, I typically:

A. Lower my voice to an ominous whisper.

B. Maintain a normal voice level.

C. Raise my voice slightly.

D. Raise my voice level markedly.

327. When conversing with clients who have a less extensive vocabulary (e.g. lower education level):

A. I brush them off - I just wouldn't have the patience to carry on.

B. I become very impatient and it's probably obvious.

C. I become impatient and it may show.

D. I may become impatient but I try not to let on.

E. I adjust my speech to their level.

328. When conversing with a person who takes forever to get to the point:

A. I keep myself from finishing his/her sentences.

B. I try not to finish his/her sentences but do not always succeed.

C. I can't help finishing his/her sentences.

D. I finish his/her sentences for him/her.

329 When it comes to resolving conflicts:

A. I usually give in and let the other person have his/her way.

B. I prefer "give and take".

C. I try to push for a win on my part but if it is not in the cards I can accept a compromise.

D. It's my way or the highway.

330. When it comes to conflict:

A. I can "agree to disagree". I accept that other people have different viewpoints than my own.

B. Even though I usually think I am right, I can accept that others have different viewpoints.

C. I find it extremely difficult to accept that others have different viewpoints than my own, and
that we could both be right.

331. You are asked to push a particular viewpoint with a client. The request makes perfect business
sense but you happen to not believe in the particular notion you are to advocate. How do you deal with
the situation?

A. Despite the intention to go ahead with the request, I just can't follow through with it.
B. I will make an attempt and I will be convincing.

C. I try to do my best to "pull it off".

D. I "pull it off" effortlessly

332. A patient calls your facility for the results of his blood test. He is angry because no one has called
him with the results. You do not have his results. His blood was drawn two days ago. Results from this
test are usually not available for five to seven days. Which of the following initial responses shows
excellent customer service?

A. You need to call back next week. We will have your results then.

B. The lab hasn't sent us your results. We'll call you when they come in.

C. I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

D. We can't call you with results we don't have! Someone should have told you that we wouldn't
have the results until next week.

333. Customer loyalty is an emotional tie of trust.

A. True

B. False

334. Satisfied customers are usually loyal customers.

A. True

B. False

335. Which of the following phrases shows excellent customer service?

A. I can...

B. You need to...

C. It's company policy.

D. That's just the way it's done.

336. When listening actively, empathize to show the customer that you:

A. Prefer to talk about yourself.

B. Care about his or her concerns.

C. Consider his or her problems unimportant.

D. Have your own problems to deal with.

337. Which of the following statements is true?

A. Keeping loyal customers is less expensive than finding new customers.

B. Keeping loyal customers is more expensive than finding new customers.

C. Keeping loyal customers and finding new customers are equally expensive.

338. When listening actively, affirm to show the customer that you:

A. Are paying attention.

B. Are busy with other matters.

C. Have other customers to deal with.

D. Are not responsible for his or her problems.

339. Which of the following is an excellent customer service practice?

A. Not taking responsibility for a customer's problem.

B. Blaming someone else for a customer's problem, and referring the customer to your supervisor.

C. Making promises to calm a customer down, whether or not you will be able to follow through
on the promise.

D. Following up with a customer to make sure his or her problem was corrected.

340. A customer continues to seek services at your facility for a while. However, she switches to a new
facility when it opens up a few miles closer to her home. This customer was most likely:

A. Satisfied with the customer service at your facility.

B. Delighted with the customer service at your facility.

C. Dissatisfied with the customer service at your facility.

341. Which of these is the first thing you should do as a customer walks through the door?

A. Make eye contact

B. Continue what you were doing

C. Tell a colleague to serve them

D. Say hello
342. Which of the following is important for you to consider in order to give good customer service?
(You can choose multiple answers)

A. Empathize

B. Be aware

C. Listen

D. Problem solving

343. True or false- It is best to ignore the customer waiting whilst you are dealing with the one you have
in front of you.

A. True

B. False

344. It is more important that you serve a customer WELL than quickly.

A. True

B. False

345. Which of these is the best opening question to use when approaching a customer?

A. Can i help you?

B. Is there something in particular you were looking for today?

C. What is the weather like outside?

D. Do you want anything?

346. A customer cannot find what they are looking for on the shop floor, you do not have the item they
require in stock, what should you do?

A. Tell the customer politely you do not have the item in stock and to maybe try again next week.

B. Tell the customer you do not have it but you think Tesco or Asda might sell it?

C. Suggest an alternative option if possible, attempt to find out when the item will be back in stock
and call the customer/take an order.

D. Take an order for the item and tell the customer you will call them when that's ready but
unfortunately you don't know how long that will be.

347. A customer has asked the question you do not know the answer to and cannot find the answer
immediately, what should you do?
A. Tell them i am sorry i don't know.

B. Tell them you tried asking your colleagues but they weren't sure, maybe they could try asking
them themselves?

C. Tell them to come back next week

D. Apologize, take the customers phone number and say you will call them when you have found
out.

348. Which of these is the most important?

A. Finishing the job you are doing.

B. Approaching a customer that's just walked in.

349. You are dealing with a difficult customer, what should you do?

A. Tell them if they don't stop acting this way you will ask them to leave.

B. Keep smiling, say you are trying your best and repeat the best options available to them.

C. Smile but say you won't tolerate their behaviour anymore and walk away.

D. Tell a colleague to serve them and see if they're any better then.

350. Finally, summarise what 'good customer service really means'. Give an example of a time you think
you have given exceptional customer service and what this achieved.

351. The meaning of role playing is using scenarios from the real world so employees can learn not to be
shy nor intimidated, and also know how to handle irate customers.

A. True

B. False

352. Coaching emphasizes practices, the critical lean by doing which turns information into knowledge
and then into experience.

A. True

B. False

353. Attitudes are emotional responses to people, ideas, and objects.

A. True
B. False

354. Communication skills are not used for strategy by people to communicate verbally and non-
verbally.

A. True

B. False

355. A decisive style is one of four behaviors style groupings as no-none approach to people and
situations.

A. True

B. False

356. (For Questions 6-15 Fill in the Blanks using one of these words [Note: Each can be used Once!]:
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog,
Collective Cultures, Instant Interaction The ______ is the behaviors and attitudes of a company and its
personnel towards customers during all interactions and communication with them.

A. Customer service, Customer Service

357. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction _____ A term refers to anyone born between 1946 and
1964.

A. Baby Boomers, baby boomers

358. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction The ______ allowed legislation passed to guarantee rights
and prevent workplace discrimination based on age, sex, race, religion, and national origin.

A. Civil Rights of 1964, Civil Rights Of 1964

359. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction Marketing is the process of _______ and executing the
conception, pricing, promoting, and distributing of goods and services to create exchanges that satisfy
individuals and organizational skills.

A. Planning, planning

360. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction Technology, economic, and sociocultural are important
_____ because of today's marketing environment.

A. Attitudes, attitudes, Attitude, attitude

361. ______ is beliefs or opinions that a person has about an individual or group.

A. Biases, biases

362. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction _______-is members of a group show common interests
and values.

A. Collective Cultures, collective cultures

363. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction A ______ is an electronic diary where an individual or a
company introduces in a daily or weekly basis writing comments, advertising, of a product or an event.

A. Blog, blog

364. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction In instant messaging is the way _______ between the E-
Customer Service Representative and customer who wants to clarify something about a product with a
group of experienced buyer as well as new customers.

A. Instant Interaction, instant interaction

365. Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning,
Blog, Collective Cultures, Instant Interaction What refers to _______ which is the elimination of using
the telephone as the primary source to do business with potential of loyal customers, and instead, CSR's
use the Internet to contact them.

A. Telephone Tag, telephone tag, Telephone tag, telephone Tag

366.The concept that ensures customers around the world will have appropriate and useful experiences
as they communicate, collaborate, and transact online isis referred to as_______.

A. E-Commerce

B. Homeshoring

C. E-Business

D. Globalization

367. The works style trend of hiring U.S. home-based call agents as an alternative to more expensive in-
house operators or less qualified offshore call centers is called_______.

A. Homeshoring

B. Outsourcing
C. Globalization

D. Customer Contact Center

368. An advantage to businesses of implementing the concept of homeshoring is_______.

A. Not having to provide work space to employees

B. Not having to provide benefits to employees

C. Having a flexible, read-on-demand workforce

D. All of the Above

369. When a customer can contact an organization via the Internet, telephone, e-mail, an instant
message, or chat room, these means are referred to as_______.

A. Globalization

B. Customer Contact Points

C. Outsourcing

D. CRM

370. A business strategy that integrates the functions of sales, marketing, and customer service, using
technology and wide-ranging databases of information is called_______.

A. Customer Relationship Management (CRM)

B. Globalization

C. Homeshoring

D. Outsourcing

371. Free technical support in an online environment might include_______.

A. Sending an e-mail message

B. Chatting with a CSR

C. Providing a toll-free number

D. All of the Above

372. Consolidating customer information from any type of contact into a single database is referred to
as_______.

A. Database Consolidation
B. Knowledge Management

C. Integration of Channels and Systems

D. None of the Above

373. What is the technology driven area called when customers want to talk to a CSR only if they cannot
successfully address their situations electronically themselves?

A. Call Center

B. E-Business

C. Customer Contact Center

D. All of the Above

374. Telling workers what is expected of them, in both the quality and quantity of their work is known
as_______.

A. Setting Standards

B. Role Playing

C. Participatory Management

D. Coaching

375. What measurement is shown by calculating customer survey results and customer retention rates?

A. Operations Management

B. CSR Quality and Productivity

C. Employee Satisfaction

D. Customer Satisfaction

376. The timeliness of service and the willingness of service personnel to help is referred to as_______.

A. Reliability

B. Responsiveness

C. Assurance

D. Empathy

377. What training method uses customer scenarios encountered in the real world?
A. Coaching

B. Standards

C. Role Playing

D. Tests and Quizzes

378. An important employee motivational tool for CSRs is_______.

A. Good Managers

B. Empowerment

C. Rehearsing Scripts

D. None of the Above

379.When managers practice the behaviors and ethics expected of CSRs, they_______.

A. Build Trust

B. Develop People

C. Lead through Example

D. Stay Focused on Customer Needs

380. The practice of empowering employees to participate in organizational decision making is

called_______.

A. Participatory Management

B. Coaching

C. Creating Standards

D. Role Playing

381 Customer Service is...

A. A department in an organisation

B. A procedure that staff have to follow

C. What an organisation does to meet customer expectations and produce customer satisfaction.

382. When delivering customer service we should remember S S S which stands for:

A. Smile, Speak, Summarise

B. Smile, Speak, Serve

C. Smile, Shake hands, Serve

383. You answer the telephone to a customer who complains that she has tried to call your organisation
four times that morning. Three times she was left in a queue each time for more than 10 minutes before
she got fed up of waiting and hung up. On the fourth time she managed to get through but she was not
happy as calls to your company are charged at a premium rate of 10p per minute. The customer tells
you she wants to place a large order with you but that she needs some information first. You give her
the information that she needs and she tells you that she will call tomorrow to place the order. How do
you respond?

A. Tell her that when she telephones tomorrow not to hang up as eventually someone will answer
the call

B. Suggest that she sends her order in the post or by email

C. Give her your direct dial number and tell her the best time to call

384. The Service Offer of an organisation is...

A. This months special offers

B. The extents and limits of what an organisation offers

C. How quickly you will get served

385. An internal customer is someone who goes into an organisation to buy a product or service.

A. True

B. False

386. A customer telephones to say he is very angry because he ordered a product from your company
and it has arrived in the post damaged. He tells you that this is the second time that he has received
damaged goods in the post from you and he is not very happy. How do you respond to this customer?

A. Transfer the call to your manager as you don't like dealing with angry customers

B. Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the
post

C. Apologise and tell him that you will investigate why this has happened and that you will call him
back within and hour with a solution

D. Tell him you cannot comment until you have looked into the matter

387. A solution that would impress the customer who had received the damaged goods would be:
A. Offer to refund his payment immediately

B. Send a replacement in the post recorded delivery

C. Send a replacement by courier service to arrive the next day

388. Company are the course of action that is to be taken as outlined by a company. Some
companies have formal in writing but smaller companies do not put their in writing and the
are simply seen as 'the way we do things around here'

A. Procedures

389. Customer service representatives who stand out in their work are (choose all answers that apply)

A. Friendly

B. Efficient

C. Pessimistic

D. Honest and fair

390. Good customer service representatives always (choose all answers that apply)

A. Listen attentively

B. Use lots of technical terms

C. Maintain a positive attitude

D. Over promise and under deliver

E. Make most customers feel important

E. Speak clearly

391. Customer Service is...

A. A department in an organisation

B. A procedure that staff have to follow

C. What an organisation does to meet customer expectations and produce customer satisfaction.

392. When delivering customer service we should remember S S S which stands for:

A. Smile, Speak, Summarise

B. Smile, Speak, Serve

C. Smile, Shake hands, Serve

393. You answer the telephone to a customer who complains that she has tried to call your organisation
four times that morning. Three times she was left in a queue each time for more than 10 minutes before
she got fed up of waiting and hung up. On the fourth time she managed to get through but she was not
happy as calls to your company are charged at a premium rate of 10p per minute. The customer tells
you she wants to place a large order with you but that she needs some information first. You give her
the information that she needs and she tells you that she will call tomorrow to place the order. How do
you respond?

A. Tell her that when she telephones tomorrow not to hang up as eventually someone will answer
the call

B. Suggest that she sends her order in the post or by email

C. Give her your direct dial number and tell her the best time to call

394. The Service Offer of an organisation is...

A. This months special offers

B. The extents and limits of what an organisation offers

C. How quickly you will get served

395. An internal customer is someone who goes into an organisation to buy a product or service.

A. True

B. False

396. A customer telephones to say he is very angry because he ordered a product from your company
and it has arrived in the post damaged. He tells you that this is the second time that he has received
damaged goods in the post from you and he is not very happy. How do you respond to this customer?

A. Transfer the call to your manager as you don't like dealing with angry customers

B. Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the
post

C. Apologise and tell him that you will investigate why this has happened and that you will call him
back within and hour with a solution

D. Tell him you cannot comment until you have looked into the matter

397. A solution that would impress the customer who had received the damaged goods would be:

A. Offer to refund his payment immediately

B. Send a replacement in the post recorded delivery

C. Send a replacement by courier service to arrive the next day

398. Company are the course of action that is to be taken as outlined by a company. Some
companies have formal in writing but smaller companies do not put their in writing and the
are simply seen as 'the way we do things around here'

A. Procedures

399. Customer service representatives who stand out in their work are (choose all answers that apply)

A. Friendly

B. Efficient

C. Pessimistic

D. Honest and fair

400. Good customer service representatives always (choose all answers that apply)

A. Listen attentively

B. Use lots of technical terms

C. Maintain a positive attitude

D. Over promise and under deliver

E. Make most customers feel important

E. Speak clearly

401. What are the key reasons for customer dissatisfaction?

A. Employees who don't listen to what the customer is saying.

B. Employees who ignore customers completely.

C. Employees who don't follow up or follow through.

D. Employees who ask too many questions.

402. To understand customers, you need to get close to them, stay tuned in to them, and think like
them.

A. True
B. False

403. Giving great customer service is a matter of doing

A. What your customers want.

404. When a customer enters a busines the employees should do which of the following? Check all the
apply.

A. Greet the customer, and give your name.

B. Make eye contact and smile to show your positive attitude.

C. Ask the customer to wait so that you may finish a conversation with a co-worker.

405. As an employee in customer service, how would you learn your business? Check all that apply.

A. Learn about your entire company operation.

B. Learn only those products and services that are related to your job.

C. Learn about the offerings of your competitors.

406. If you are uncertain how to dress, stay on the conservative side.

A. True

B. False

407. When you look professional, you will act professionally.

A. True

B. False

408. Selling yourself means bragging on your accomplishments and your abilities.

A. True

B. False

409. There are times when it is in the best interest of the customer not to be honest.

A. True

B. False

410. What are some examples of objective measurements or concrete results? Check all that apply.
A. Sales figures

B. Attendance

C. Peer feedback

411. Why should you smile every time you answer a phone call?

A. Because it will make you feel better

B. Because the person on the other end of the line can tell that you are smiling

C. Because it will relax the muscles in your face

D. Because smiling is fun

E. Because you are having a bad day

412. How do you deal with an angry customer?

A. Show understanding, Listen, Stay calm

413. You should greet and say the company's name when you answer the phone

A. True

B. False

414. You should tell the customer if he/she is at fault

A. True

B. False

415. Argue with the customer. Stand for your right.

A. True

B. False

416. Apologize to the customer even if the fault was done by another staff.

A. True

B. False

417. Feedback by clients or customers is not important.

A. True
B. False

418. We must put ourselves in the customers' shoes if they lodge a complaint.

A. True

B. False

419. Repeat customer's complaint after they have said it to be sure.

A. True

B. False

420. Your attire matters when dealing face to face with customers.

A. True

B. False

421. If you had a customer who had a problem or query, what might you do to help them?

A. Ignor them

B. Wait for them to ask someone else

C. Ask them what the problem is

422. If you where unable to answer the customer's question, query or problem what might you do?

A. Tell them to come back later

B. Ask a colleague or supervisor

C. Tell them you do not know the answer

423. What might give a customer a positive impression of yourself?

A. Uniform and hygiene

B. Body language

C. Language used

D. Telling customers you don't know the answer to their question

424. What might give a customer a negative impression of you or the company?

A. Rude
B. Ignor the customer

C. Scruffy appearance

D. Chat to colleagues all the time

E. Asking questions all the time

425. What sort of questions might you be able to ask customers?

A. May I help you?

B. What are you looking for today?

C. Did you find everything your were looking for today?

D. What's wrong?

E. Are you crazy?

426. Customer service is one aspect of Robinson Realty we always seek to improve, match some of these
key terms having to do with customer service to their most fit definitions

Choice Match

A Attentiveness Listening to concerns of tenant

B Clear Communication skills Get to problem at hand without any extra fluff

C Knowledge of product Having an understanding of what you are instaling or repairing

427. Another important Customer Service Quality is the ability to use positive language, demonstrate
your knowledge of positive language by distinguishing the difference between the following by selecting
the proper scenario

Choice Match

A W/Positive Language "That product wil be available next month. I can place the order for you
right now and make sure that it is sent to you as soon as it reaches our warehouse"

B W/O Positive Language I can't get you that product until next month, it is back- ordered and
unavailable at this time"

428. Time Management SkillsDo not waste time trying to solve a problem you do not know how to
resolve, the trick here is t0 know when you cannot help a customer and
A. Get them to someone who can solve the problem

B. Try to help them anyway

C. Tell them tough luck

D. Blow up canada

429. We should make sure to show great tenacity and willingness to do what needs to be done

A. True

B. False

430. What are the key reasons for customer dissatisfaction?

A. Employees who don't listen to what the customer is saying.

B. Employees who ignore customers completely.

C. Employees who don't follow up or follow through.

D. Employees who ask too many questions.

431 To understand customers, you need to get close to them, stay tuned in to them, and think like
them.

A. True

B. False

432. Giving great customer service is a matter of doing

A. What your customers want.

433. When a customer enters a busines the employees should do which of the following? Check all the
apply.

A. Greet the customer, and give your name.

B. Make eye contact and smile to show your positive attitude.

C. Ask the customer to wait so that you may finish a conversation with a co-worker.

434. As an employee in customer service, how would you learn your business? Check all that apply.

A. Learn about your entire company operation.

B. Learn only those products and services that are related to your job.

C. Learn about the offerings of your competitors.

435. If you are uncertain how to dress, stay on the conservative side.

A. True

B. False

436. When you look professional, you will act professionally

A. True

B. False

437. Selling yourself means bragging on your accomplishments and your abilities.

A. True

B. False

438. There are times when it is in the best interest of the customer not to be honest.

A. True

B. False

439. What are some examples of objective measurements or concrete results? Check all that apply.

A. Sales figures

B. Attendance

C. Peer feedback

440. If you had a customer who had a problem or query, what might you do to help them?

A. Ignor them

B. Wait for them to ask someone else

C. Ask them what the problem is

441. If you where unable to answer the customer's question, query or problem what might you do?

A. Tell them to come back later

B. Ask a colleague or supervisor

C. Tell them you do not know the answer

442. What might give a customer a positive impression of yourself?

A. Uniform and hygiene

B. Body language

C. Language used

D. Telling customers you don't know the answer to their question

443. What might give a customer a negative impression of you or the company?

A. Rude

B. Ignor the customer

C. Scruffy appearance

D. Chat to colleagues all the time

E. Asking questions all the time

444. What sort of questions might you be able to ask customers?

A. May I help you?

B. What are you looking for today?

C. Did you find everything your were looking for today?

D. What's wrong?

E. Are you crazy?

445. Good customer service always involves..

A. Giving the customer what they ask for.

B. Listening to your customer and showing you care.

C. Enforcing the rules.

446. Face to Face, what per cent of communication is the words used?

A. 7%

B. 5%
C. 25%

447. You are talking to a customer over the phone, they are explaining a complicated query . You
should...

A. Tell the customer you can't help them, it sounds way too complicated.

B. Before offering a solution, repeat back to the customer what they have said to make sure the
customer knows you have understood. Then even if you can't help, they will know you took the time to
listen to them.

C. Interrupt the customer to offer a solution to their query, they are taking too long!

448. If you only ever answer the telephone after 6 or 7 rings, what message will this send to your
customer?

A. You value their custom.

B. You are too busy to help them.

C. Your company has lots of business, so you must be giving good customer service.

449. When customers call to get support resolving queries, the best Customer Service Representative
will be...

A. The employee who resolves their problem most quickly.

B. The most knowledgeable employee.

C. The employee who listens and shows they understand the customer's query and cares about
resolving it.

450. When making eye contact with a customer, the first thing you should do is...

A. Smile.

B. Ask if you can help.

C. Say hello.

451. A difficult customer is...

A. Always right.

B. Never happy.

C. Always the customer.

452. When a customer complains you should always...

A. Apologise.

B. Defend your or the companies actions.

C. Tell the customer it wasn't your fault.

452. You come into work and see some rubbish near the front door. You should...

A. Pick it up, it would create a bad impression to customers.

B. Leave it, it's the cleaners job.

C. It's outside, it doesn't matter.

453. Your colleague is complaining about the team's Supervisor in front of their customer. Should you...

A. Let them carry on, the customer might feel sorry for you and leave a tip.

B. Say nothing, you don't like the Team Supervisor either.

C. Take them to one side away from the customer and politely ask them to stop.

454. A patient calls your facility for the results of his blood test. He is angry because no one has called
him with the results. You do not have his results. His blood was drawn two days ago. Results from this
test are usually not available for five to seven days. Which of the following initial responses shows
excellent customer service?

A. You need to call back next week. We will have your results then.

B. The lab hasn't sent us your results. We'll call you when they come in.

C. I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?

D. We can't call you with results we don't have! Someone should have told you that we wouldn't
have the results until next week.

455. Customer loyalty is an emotional tie of trust.

A. True

B. False

456. Satisfied customers are usually loyal customers.

A. True

B. False
457. Which of the following phrases shows excellent customer service?

A. I can...

B. You need to...

C. It's company policy.

D. That's just the way it's done.

458. When listening actively, empathize to show the customer that you:

A. Prefer to talk about yourself.

B. Care about his or her concerns.

C. Consider his or her problems unimportant.

D. Have your own problems to deal with.

459. Which of the following statements is true?

A. Keeping loyal customers is less expensive than finding new customers.

B. Keeping loyal customers is more expensive than finding new customers.

C. Keeping loyal customers and finding new customers are equally expensive.

460. When listening actively, affirm to show the customer that you:

A. Are paying attention.

B. Are busy with other matters.

C. Have other customers to deal with.

D. Are not responsible for his or her problems.

461. Which of the following is an excellent customer service practice?

A. Not taking responsibility for a customer's problem.

B. Blaming someone else for a customer's problem, and referring the customer to yousupervisor.

C. Making promises to calm a customer down, whether or not you will be able to follow through
on the promise.

D. Following up with a customer to make sure his or her problem was corrected.
462. A customer continues to seek services at your facility for a while. However, she switches to a new
facility when it opens up a few miles closer to her home. This customer was most likely:

A. Satisfied with the customer service at your facility.

B. Delighted with the customer service at your facility.

C. Dissatisfied with the customer service at your facility.

463. What is the maximum amout of times that the phone should ring before being answered?

A. 1

B. 2

C. 3

D. 4

464. Red rules are

A. Rules that are designed to make things run smoothly

B. Rules that cover personality traits

C. Rules that are established based on previous situations

D. Rules that cannot be broken

465. Customer satisfaction is a step_____________________ customer service.

A. Below

B. Around

C. Into

D. Beyond

466. Surveys suggest that most customers evaluate or rate the service that you provide based on five
factors. One of those factors is Tangibles. Tangibles is/are _____________

A. The degree of caring that you show customers

B. Your ability to provide service that is dependable and accurate

C. The physical representations of your company including the facility, equipment and your
appearance
D. The respect, competence and confidence you show to the customer

467. An external customer ________________________ while an internal customer is/are

____________.

A. Are the people who buy your company's products or services; are the people who work within
your company.

B. Are the people who work within your company; are the department heads of each section.

C. Are the people who work within your company; are the customers

D. Are the people who buy your company's products or services; are the customers

468. When dealing with a difficult customer it is important to remember_________________.

A. To not take it personally

B. To use positive self-talk

C. Both a and b above

D. None of the above

469. Customers are not always right, but they are always____________________________.

A. Customers, customers, customer, Customer

470. It is important to make eye contact with a customer because?

A. Eye contact is natural

B. Eye contact is not important

C. Eye contact reassures customers that your attention is focused on them

D. Eye contact is common courtesy and it shows your willingness to serve

471. What message may a customer receive if you consistently answer the telephone on the 5th or 6th
ring?

A. We value your business

B. We are to busy to handle your business

C. As long as you are friendly when you answer the phone it does not matter how many times you
let the phone ring
D. None of the above

472. The "moment of truth" is that moment when you come into contact with a customer and you
create an image of your company to that customer. This is a one-time occurrence for each customer.

A. True

B. False

473. Closed questions are used to _____________________

A. Get specific information from the customer

B. Draw the customer into a conversation

C. Begin with words like "what", "how" and "why"

D. Are used whey you need a lengthy explanation from a customer

474. In face-to-face communications, _______ per cent of the communication is the words used while in
telephone communications ________ per cent of the communication is the words used.

A. 38, 18

B. 7, 18

C. 18, 55

D. 82, 18

51. In face-to-face communications, ________ per cent of the communication you have with a
customer is body language.

A. 82

B. 38

C. 18

D. 55

52. An effective way to approach a problem is:

A. Complain to the supervisor

B. Offer a reasonable alternative solution to your customer or supervisor

C. Ignore the customer's odd requests

D. Listen attentively and then pass it on to the boss

53. Communication is a give and take process. As a speaker it is your job to:

A. Speak loudly and roughly inorder to intimidate people into listening

B. Intentionally speak over a person's ability to understand or communicate

C. Determine if the listener understands

D. Always ensure that you have the first and the last words said

54. A supervisor may criticize an employee in order to:

A. Assist that employee in understanding a better or more effective way to do something

B. Show an employee who is the boss

C. Feel good about themselves

D. Ensure the employee knows exactly who the persons are in their chain-of-command

55. When a misunderstanding happens with a co-worker you should:

A. Be honest and admit there is a problem

B. Work together to come up with solutions

C. Avoid the co-worker and talk to everyone else at work about the problem with the co-worker

D. Both A and B

56. When a misunderstanding happens with a customer you should:

A. Apologize for the error even though it may not have been your error

B. Tell them it was some one else's fault

C. Ask them what you can do to make them happy

D. Both A and C

57. When working on a team it is important to:

A. Take credit for all the parts of the projects that you contributed especially if the project was
successful

B. Make sure to blame the ones that did not do their part if the project was unsuccessful

C. Ensure that you are the leader of the project because that person will get all the praise

D. Share responsibility for both the success and challenges that occurred during the project
58. When learning a new job, it is important to:

A. Ask questions on anything you do not totally understand

B. Understand the importance of the order of steps to be completed

C. Find out where the break room is

D. Realize that if you make a mistake, many people before you probably made the same mistake

59. You are working at a grocery store in the deli. Every Sunday afternoon an elderly woman comes
in and ask for the same order every week. You have seen her for months and she is very friendly to you.
The next time you see her, you:

A. Look at her in annoyance and say "what do you want?".

B. Just look at her, take her order, and walk away.

C. Tell her how you remember seeing her in here every week. Ask her how she is and just talk to
her for a long time. You kind of spend a while talking to her and disregard other customers.

D. Ask her if she would like her usual order. You have a small conversation with her and every time
after that.

60. Later in the day at the grocery store a customer comes in and starts yelling about how one of
the workers hit their car with a cart in the parking lot. You:

A. Tell the customer that you are really sorry and that you will get the manager right away to help
them come up with a solution. You go get the manager and they fix the problem.

B. Say "Yeah that happens sometimes. I'll get the manager"

C. Say "I'm sure its not that bad, what do you want us to do?"

D. Say nothing. You just walk away and go get the manager.

61. You are working at the grocery store as a cashier. As you are finishing up with a customer and
bagging his items, he starts to talk about why he is buying all of the groceries. He talks to you about a
BBQ he is going to have. You are almost done with his items, and you see there are people lined up
behind him. You:

A. Say "That's great, sir. I have customers behind you and I need to start working."

B. Say nothing at all. You just ignore him and start to help the next customer.

C. Say; "That sounds really fun. I hope everything turns out good for you. Have a great day" while
you smile and then start to help the next customer.
D. Stop working and talk to him about his BBQ. You keep talking to him for several minutes.

62. Working in the pharmacy at the grocery store, a woman comes in to fill up a prescription for her
sick son at home. She asks you a few question about different medications are you are very helpful. She
leaves and is thankful for all your help. You:

A. Say "bye" as she leaves.

B. Call the customer in a few days and ask her if hher son is feeling better. Ask her if she needs an
refill on his prescription or any other medication.

C. Tell her you hope her son feels better

D. Hand her the medication and just walk away.

63. As an administrative assistant, you have been training Mrs. W., who is not directly under your
supervision. She has not appeared to be particularly competent during the month she has been in her
position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a
question. You tell her you are busy with a client and will come to her office when you are through. In a
low voice, she begins to call you names and say bad things about the department. There are several
clients in the office in addition to the one you are working with. The supervisor doesn't appear to be
around. What should you do?

A. Ignore her and continue to assist the client.

B. Get on the phone and request assistance from a department administrator.

C. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish."

D. Ask another employee to help the client while you escort Mrs. W. to a room away from the
public area

64. When it comes to conflict:

A. I can "agree to disagree". I accept that other people have different viewpoints than my own

B. Even though I usually think I am right, I can accept that others have different viewpoints.

C. I find it extremely difficult to accept that others have different viewpoints than my own, and
that we could both be right

65. Your friend/co-worker starts to get on your nerves. What would be your most likely response?

A. Would tell him/her right away that s/he is getting on my nerves because of X personality trait
that I don't like, and that s/he should leave me alone.
B. I would hold it in as long as possible and then finally snap, telling him/her to get out of my face.

C. I would avoid that person until s/he got the point that I need a break

D. I would explain what is bothering me, and ask for some time to myself.

66. When having a disagreement, I typically:

A. Lower my voice to an ominous whisper

B. Maintain a normal voice level.

C. Raise my voice slightly.

D. Raise my voice level markedly

67. When conversing with a person who takes forever to get to the point:

A. I keep myself from finishing his/her sentences

B. I try not to finish his/her sentences but do not always succeed.

C. I tell them to hurry up and get to the point.

D. I finish his/her sentences for him/her.

68. At the tail end of Saturday morning of errands, I leave my husband and daughter in the car
while I dash into Chik-Fil-A. The plan was to give my 15-month old Cara her first taste of the chain’s tasty
signature chicken sandwich before getting her down for a nap. We would all share in a large box of fries.
We arrive home to disappointment: the wrong bag, containing a cheese burger and a small waffle fries. I
call Chik-Fil-A to complain. What should the result be?

A. I’m put on hold for 10 minutes and hang up in disgust.

B. Chik-Fil-A offers to refund my money if I bring back the grilled sandwich and fries. But, the fries
were hot and crispy even if there weren’t enough of them

C. They apologize and promise to send me coupons in the mail. I’m skeptical, but agree. In 3 days
coupons for more than the value of my original order – including a kids’ meal for Cara – arrive, along
with a handwritten note of apology.

D. I get through to the drive through, who has no clue what I’m talking about.

69. Two inexperienced employees are assigned to work with you on an important project with a
tight deadline. How do you feel?

A. Glad, I like mentoring others.

B. Angry, I don’t have time to babysit.

C. Annoyed, I can work faster on my own.

D. Indifferent, I’ll teach them what I can within the deadline.

70. Two passengers are arguing that they have the same seat on an airplane flight. What should
the flight attendant do first?

A. Ask one passenger to volunteer to take a later flight

B. Ask both passengers to immediately exit the plane

C. Let the passengers work through the issue themselves

D. Listen to the passengers explain the problem then ask to see their tickets

71. A customer buys eight $2.99 candy bars on sale for $.99. The register rings full prices of $2.99.
What should the associate do first?

A. Since the register rung up $2.99, ask the customer to pay full price.

B. Tell the customer the sale is over, and the sale price can no longer be honored

C. Void the sale and ring up the candy bar at the sale price

D. Ask the customer to prove that the item is on sale

72. A toy store is running a promotion. Customers who spend more that $100.00 at the store will
receive 10% off the total purchase. A customer asks the associate what the total will be if she buys a
bicycle for $159.99. Before taxes, her total will be approximately:

A. $100.00

B. $ 139.00

C. $ 144.00

D. $ 150.00

73. A customer calls a banking center to report that the ATM fees on his account are incorrect.
During the call, the call center computer system goes down, making it impossile to check the customes's
account. What should the call center associate do?

A. Apologize to the customer for the inconvenience, and suggest the customer use on-line banking
instead

B. Apologize to the customer for the inconvenience, and tell the customer to try calling in about an
hour when the system may be working
C. Apologize to the customer for the inconvenience, and offer to call the customer back when the
system is working

D. Apologize to the customer for the inconvenience, and put the customer on hold and hope that
the computer system will be working soon.

74. A customer arrives to pick up a stereo from the repair department. The customer states that
the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be
located. After twenty minutes, the customer is angry. What should the associate do?

A. Refer the customer to a competitor

B. Tell the customer you are sorry, the call was a mistake

C. Apologize and offer to locate and then deliver the stereo

D. Sell the customer a better a new stereo at a reduced price

75. A customer enters the store with a dog. Animals are not allowed in the store. The customer
appears to be blind. What should the associate do?

A. Wait until the customer ask for help

B. Offer to help the customer

C. Tell the customer that dogs are not allowed in the store

D. Stay out of the customer’s way

76. A Customer Service Representative in the credit services department takes a call from an angry
customer. The customer was charged three times for the same transaction. What should the
representative do?

A. Immediately transfer the call to the manager

B. Put the customer on hold and explain the situation to the manager before transferring the call

C. Listen to the customer and tell them to come into the office

D. Listen, empathize, and fix the problem

77. A customer calls and ask an associate to search for an item. The associate knows that the item
is not in the store. The BEST approach to serving ths customer is:

A. Apologize and end the call

B. Apoligize and suggest a similar item, then offer to send it to the customer without a shipping fee
C. Suggest that the customer check with a competitor

D. Suggest that the customer check back in a couple of weeks

78. A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between
9:00AM and noon. At 1:00 PM the customer calls to report that the sofa has not been delivered and
she must leave the house. How should the Customer Service Associate respond?

A. Apologize and arrange to deliver the sofa at the next convenient time for the customer

B. Tell the customer that she should have called earlier so that the associate could’ve had enough
time to deal with the problem.

C. Explain to the customer that deliveries often run behind schedule

D. Tell the customer to call the delivery department

79. An associate has read the following safety information in a product manual: Do not use near
water That it is simple for use by children under the age of ten. Do not operate for more than 30
minutes Always unplug immediately after use A customer comes in to buy the product and says the gift
is for a grandchild. What should the associate do first?

A. Ask the customer the age of the grandchild

B. Sell the product to the customer.

C. Give the product information to the customer to read.

D. Try to interest the customer in the carrying case for the product.

80. An employee of a small company has duties include answering phones and selling. A customer
calls with a question that the employee cannot answer. What should the employee do?

A. Tell the customer he doesn’t know the answer to that question and politely end the call.

B. With the customer on hold search for the answers quickly while the customer holds.

C. Give the customer as much an answer as possible based on the knowledge he has.

D. Offer the customer a choice of holding while he finds the answer or receiving a call back.

81. A customer calls a drugstore to inquire if a prescription is ready. The associate asks the
customer to hold while checking on the prescription. After the associate put the customer on hold, the
prescription is located nut, before he can get back to the call, several customers come into the store.
They approach and ask for assistance. What should the associate do?
A. Get back to the phone after serving the in-store customers

B. Ask another associate to talk with the customer on hold.

C. Immediately get back to the customer on hold.

D. Acknowledge the in-store customers, call for assistance, then get back to the customer on hold.

82. An irate customer enters an auto parts store to return the car starter he bought and installed
yesterday. The customer missed work today because the starter did not work. Which of the following
should be associated first?

A. Express genuine concern that the customer's needs to be met.

B. Review the installation instructions with the customer.

C. Refer the customer to the manager.

D. Ask to see the receipt for the starter.

83. A sales associate was trained in a selected line for young juniors. The associates reassigned to
housewares due to personnel shortages. What is the best way for the associate to learn about the
products in the new department?

A. Gather information about a product when a customer requests the information.

B. Talk to houseware associates during the work shift in juniors.

C. Talk to houseware's supervisor and ask for help regarding the product line.

D. Ask a competitor's houseware department to learn about product lines.

84. An associate notices a customer checking the price tags on various cameras. The store’s
currently offering 2.5% off the price of a specific camera. The associate should:

A. Inform the customer of the sale and demonstrate the features and benefits of the camera on
sale.

B. Show the customer a new line of cameras that the store has just received.

C. Make eye contact with the customer and wait for questions.

D. Recommend a more expensove camera that offers more options than benefits.

85. An associate is reassigned from a small suburban work site to a busy city work site. The new site
has a different customer base and product line. How can the associate best prepare to make a smooth
transition?
A. Plan to use the same customer service techniques he has always found to be successful.

B. Talk with friends who are more experienced who currently work in the city.

C. Meet with the new store manager and ask for guidance.

D. Expect not to be able to serve some customers.

86. The manager tells a new receptionist to come to work tomorrow dressed more appropriately.
What is the best way for this employee to find out what clothes are appropriate?

A. Try to dress more formally the next day.

B. Get advice on office dress from friends.

C. Ask the manager for clothing guidance.

D. Get ideals on how to dress from magazin.

87. A customer is looking at televisions. What is the best question for the associate to ask the
customer?

A. "Is this for you, or is it a gift?”

B. “May I show you some televisions that have just arrived?”

C. “What features are important to you?”

D. “Are you looking for anything special?”

88. While returning from a lunch break, an associate is approached by a customer for help. The
associate should:

A. Tell the customer you are on break and cannot help at the time.

B. Escort the customer to a fellow associate for help since you are on break.

C. Smile at the customer and continue walking on.

D. Ask the customer to come back in five minutes when your break is over.

89. A customer returns an unused fax machine to an associate at the customer service desk. The
customer says, “This machine is too complicated to operate.” What should the associate do?

A. Call the manager immediately for help with the customer.

B. Take the machine and give the customer a full refund.

C. Tell the customer, “We cannot take it back because you should have tried to use the machine.”
D. Call the office machine department to help the customer with instructions.

90. A child runs into a pet shop and goes over to the cage of an $800.00 puppy. The child says
“Mommy, I want this one!” What should the associate do next?

A. Ask the child if he is sure he really wants such a big dog

B. Smile at the child and ask the mother for preferences and budget.

C. Say, “I know this puppy is expensive, but it will be a perfect family dog.”

D. Smile at the child and say, “You really picked out the perfect puppy haven’t you?”

91. A sales associate at a nursery is working with a couple to choose plants for their home. The
couple wants to pay by check. It is store policy to verify ID when accepting a check. The couple asks the
associate to accept the check without the ID. What should the associates say?

A. “I’m sorry, but I cannot process your purchase without ID.”

B. “I’ll make an exception this time, nut the next time bring some ID.”

C. “I can get fired for taking a check without ID. Do you have another form of payment?”

D. “We can hold your items while you get your ID, or you may pay by credit card.”

92. A customer is scheduled for a facial at 4:00PM. The customer appears to be intoxicated and is
disturbing the other customers in the waiting area. What should the receptionist do?

A. Call the police to have the customer removed.

B. Allow the customer to go to the treatment room.

C. Call a supervisor to handle the situation.

D. Ask the customer to reschedule the appointment and return sober.

93. A cashier works the express checkout register. A large sign says the express lane is for
customers with eight items or less. During a busy period, several customers come to the express lane
with fifteen to twenty items. The cashier supervisor wants the eight items rules enforced. The cashier
should first:

A. Ask the customer to choose another lane.

B. Call a supervisor over to inforce the rule.

C. Write a sign to place in front of the register.

D. Serve the customer anyway.

94. A couple enters a store an approaches an associate about buying a China Cabinet. They have
some ideas about what they want but, they don’t much about China Cabinets. They have $1,000.00.
What should the associate do?

A. Suggest sale merchandise as possible purchase.

B. Give the couple brochures with information on different products.

C. Direct the customer to the manager for further information.

D. Determine what the couple wants by asking questions.

95. A customer wants her grocery store to carry a new item. She asked a stock clerk if that is
possible. How should the clerk respond?

A. Tell her that the store does not typically do special orders.

B. Let her know that the item is not a popular item.

C. Send her to another grocery store or specialty store that may carry the item.

D. Ask the manager on duty to talk with her about stcking an item.

96. An associate in an electronics store is helping a customer, with a grandchild, in purchasing an

answering machine. The customer would like a demonstration of a particular machine. What should the
associate do?

A. Speak slowly and loudly to make sure they both hear.

B. Direct the demonstration to the grandchild.

C. Show the customer a less complex unit.

D. Give them a hands-on demonstration.

97. A store chain advertises a special on air conditioners with limited quantities. Two customers
come in together specifically for the sale’s item and learn that only one unit is left in the store. The ad
stated that limited quantities were available. What should the associate do first?

A. Suggest to one of the customers that she come back in two weeks when the units will be in
stock in regular price.

B. Let the customers work out between themselves to see who will get the last unit.

C. Offer to contact another store to see if they have any units left.

D. Tell the customers there are no more units available.

98. An associate tells a customer to pick up their store assembled bicycle at 3:00PM. The customer
arrives at the store at 3:30PM, and the associate is in the middle of helping another family purchase a
bicycle. What should the associate do?

A. Inform the customer that he is currently helping another family, but another associate will get
the bike from the stockroom.

B. Tell the customer that he is busy helping another family with bicycles and that he will have to
wait.

C. Suggest that the customer leave and come back between 6-7PM when the store is less busy.

D. Advise the customer to go to the customer service line and wait for assistance.

99. A cashier notices that the line of customers waiting to check out is quickly growing. A cashier
should:

A. Ackowledge the customers in the line and call for assistance.

B. Continue to ring out each customer as quickly as possible.

C. Tell the manager that more help is needed at the register.

D. Go get another associate to help.

100. Two employees are talking while they stock shelves with hosiery. A customer approaches them
and asks for a specific brand. The employees should stop talking and then do which of these?

A. Politely tell the customers where to find the requested brand.

B. Point the customers in the directionof the requested brand.

C. Walk the customer over to the brand and ask color and size preferences.

D. Tell the customers exactly where to find the brand then go to the register to be ready

101. A customer wants a golf bag with special features. An associate bring the customer to the
specified bag he asked for. The customer says that the bag cost less at competitor down the street.
What should the associate do next?

A. Tell other associates that the competitor is undercutting the cost of the golf bag.

B. Escort the customer to the manager's office to discuss pricing policy.

C. Tell the customer that buying elsewhere is understandable.

D. Suggest that the customer look at the display of less expensive bags.
102. A customer returns a laptop computer and explains that one of the features is not working. The
customer service associate is familiar with the features of the laptop. What should the associate do
first?

A. Offer the customer a refund or store credit.

B. Test the customer's computer and determine whether there is a problem.

C. Give the customer a detailed explanation of how to use the feature.

D. Tell the customer that there have problems with this computer model and that there may be a
better one available.

103. A short and slender man in his mid-30’s is having difficulty finding clothes in his size. An
associate in the Men’s departments wants to meet the needs of the customer without offending him.
What should the associate do?

A. Tell him that the store does not have anything in his size.

B. Send him to young mens department

C. Suggest he try a competitor's store that sells similar merchandise.

D. Introduce him to an associate in young mens who will be able to help him find his size.

104. A customer comes to a store to pick up patio furniture that has been put on layaway. The
scheduled pickup date was two weeks ago and no payments have been made. The customer is now
ready to pay in full and take the purchase home. However, the stock clerk cannot find the umbrella that
goes with the set. The customer insists the umbrella is needed. What is the best response?

A. Call another store location to see if the umbrella is available.

B. Offer the customer the choice of a comparable umbrella since it is needed today.

C. Apologize and let the customer know when more umbrellas should arrive.

D. Explain that the store does not have to keep merchandise on hand for more than a week.

105. A customer in a sunglass store would like some help buying a new pair of sunglasses. After
selecting a $100 pair, the customer is concerned that the lenses will scratch. How should the associate
respond to this question?

A. Offer an alternative pair

B. Inform the customer that the lenses may scratch and suggest not buying them if concerned

C. Tell the customer that each pair comes with a one-year warranty covering damage to lenses.
106. A customer’s child slips and falls in a hotel lobby. The child gets a scratch on the elbow, but
appears to be otherwise unhurt. What should the employee do first?

A. Ask the parent if the child is okay?

B. Call paramedics.

C. Fill out an incident report.

D. Notify the hotel manager.

107. An associate takes a call from an upset customer who received an overdraft notice on a
checking account. The customer is yelling and cursing. What is the best first response by the associate?

A. Ask the customer to calm down, and then express genuine interests in solving the problem.

B. Listen and then tell the customer that someone will look into the account

C. Put the customer on hold and talk with another associate about the situation.

D. Ask the manager to talk with the customer.

108. A sales associate in a jewelry store is showing a watch to a customer who cannot hear. The
customer communicates through sign language. Which of the following would be the most appropriate
way to help her?

A. Tell her abou the watch and hope she reads lips.

B. Hand the watch to her to inspect.

C. Give her the watch and a pen and paper to write down any questions.

D. Make eye contact and smile while holding up the watch for her to see.

109. The telephone rings while a customer service associate is helping an in-store customer. Which
of the following should the associate do?

A. Let the telephone continue to ring, and continue with the in-store customer, because the
telephone customers expect some waiting time.

B. Answer the telephone and continue to interact with the in-store customer until the telephone
customers business is complete.

C. Answer the telephone and ask the telephone customer to call back in several minutes to allow
time for the in-store customer.

D. Answer the telephone and arrange to call the telephone customer back when done helping the
in-store customer.