Customer Assistance Quiz

1. Which is FALSE statement of common conflicts associated with achieving customer satisfaction?

• Greet customer politely

• Communication Gaps

• Customer Service Challenges

• Employee Attitude and Engagement

2. What is the effect from customer satisfaction increasing?

• Lower customer retention

• Lower lifetime value

• Employer morale

• Stronger brand reputation

3. 3. What is the first step to greet customer

• Focus on customer

• Greet immediately

• Small talk

• Offer help

4. 4. Choose one (1) most relevant characteristics to have strong interpersonal skills

• Effective communication

• Difficult in teamork

• Bad relationship with customers

5. 5. How to clarify that you have less interpersonal skills towards customer?

• 5. Active listener

• 5. Good observer

• 5. Lack of attention

• 5. Empathy

6. 6. Struggle to collaborate effectively in team is

• Strong interpersonal skills

• Less interpersonal skills

7. 7. Below are the ways on how to improve customer satisfaction

• Active listening techniques

• Handling objections and concerns

• Product knowledge and expertise

• All of the above

8. 8. Providing an awesome customer experience?

• influences your customer's loyalty

• sets you apart from the competition

• all above

9. 9. Which of the following is NOT a sign of active listening?

• 9. Nodding

• 9. Frequent interrupting

• Asking and repeating to show your understanding

10. 10. You’re having trouble understanding what the customer is asking for. What do you do?

• 10. I ask clarifying questions until we’re both on the same page.

• 10. I try to guess what they want and answer accordingly.

• 10. I try to guess what they want and answer accordingly.

• all of the above