Page 1 of 2
General Knowledge
Q.1
When dealing with a customer face to face, you should first...
*
Say 'How may i help you?'
Greet them
Ask them what they want
Have a neutral expression on your face
Q.2
In physical interactions body language is
*
Lame
Over rated
Important
Not important
Q.3
It is not important to manage the customers' expectation right from the onset
*
False
True
Q.4
The customer is always right, even if they are abusive...
*
True
False
Q.5
Which of the following will help calm an angry customer
*
Acting indifferent
Showing empathy
Asking the customer to calm down
Defending your employer
Q.6
Customer complaints are...
*
Valuable
Unnecessary
Lies
Dreadful
Q.7
Customer service is just about handling complaints
*
True
False
Q.8
Emotional intelligence is not an important customer service skill
*
False
True
Q.9
When a customer makes a complaint to you ...
*
Tell him the problem isn't your fault and then apologize
Apologize
Defend your employer
Give him a pen to write down an official complaint
Q.10
When assisting a customer to pick a product or service, the most important thing is:
*
Getting the customer's money
Telling them everything about all the products & services
Helping them pick a product or service best tailored to their perceived needs
Making a huge commission off them
Q.11
Great customer service involves
*
All of the above
Listening actively
Going beyond the call of duty
Adding a touch of personality to your interactions
Q.12
Satisfied customers are your most credible advert
*
False
True
Q.13
Which of the following can lead to poor customer experience
*
Great lighting
Soft background music
Poor ambience
Clear directions
Q.14
Which of the following is not a characteristic of active listening?
*
Focusing on the customer
Empathic body language
No talking, just listening
Finishing the customer's sentences
Q.15
Which of the following is a reason to give customers a welcoming smile?
*
So that customers think we're happy to see them
Smiling makes customers feel welcomed
We were told to do so at a training
So that they can see my white dentition
Q.16
People can tell when you smile on the telephone
*
True
False
Q.17
Which of the following attitudes can lead to improved customer service?
*
Put yourself in their shoes
Genuinely caring for customers' needs
All of the above
Putting in a little extra
Page 1 of 2