Customer Service Assessment

Customer Service Assessment

12th Grade

53 Qs

quiz-placeholder

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Customer Service Assessment

Customer Service Assessment

Assessment

Quiz

Other

12th Grade

Practice Problem

Easy

Created by

Nicole Shin

Used 12+ times

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53 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

A good reason for creating an opening for discussion is to:

convince the customer how much you know about the product
• Break down the customer's sales resistance
Get to know what the customer wants

2.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received
• You want to know why a customer did not make it in for a special sale
• You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now
You finally located an item the customer asked for a while back

3.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Customer follow-up is always a good idea, no matter what the situation True or False

True
False

4.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

How would you handle a situation where a customer wants a brand that you don't carry?

• Convince him that your brands are better
• Tell him that he won't find anything better than what you have
• Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway
• Tell him you don't carry that brand then excuse yourself to serve someone else
Get permission from him to show the items you do have that meet his needs

5.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

When the customer presents you with a problem, you should ask her:

• If she stops at your store on a regular basis
• Who is at fault in the situation
How she would like the situation solved

6.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

Showing respect for a customer's business card means you should:

• Put it in your purse or wallet for safe keeping
• Never write on it
Make some comment to indicate you have read it

7.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. True or false

False
True

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