Customer Service Quiz

According to the text, how much more are customers willing to spend for the same product with better service?

• 5%

• 10%

• 15%

• 20%

What is the chance that customers will repurchase from a company where they were satisfied?

• 72%

• 82%

• 91%

• 100%

What is the likelihood that poor service will dissuade a customer from returning to a company?

• 51%

• 71%

• 81%

• 91%

Which of the following is recommended when interacting with customers to convey friendliness and amicability?

• Raise your voice in frustration

• Avoid eye contact

• Smile and have a pleasant face

• Dress untidily

What is now a common part of the greeting among both men and women in a professional environment?

• Waving

• Bowing

• Shaking hands

• Hugging

What should you use to emphasize what you say, even on the phone?

• Personal space

• Hand gestures

• Posture

• Observation

What is an indication that you are not interested in the customer according to the text?

• Leaning forward

• Slumping in a chair

• Using hand gestures

• Maintaining personal space

What does a high pitch, rapid voice convey to the customer?

• Sadness and loneliness

• Enthusiasm and excitement

• Anger and aggressiveness

• Disinterest in the job

Why is being telephone friendly considered effective in customer service?

What does the correct phrase said in the right order on a phone call ensure?