Dealing with Difficult Customers Quiz
Authored by Shaun Hemsley
English
5th Grade
CCSS covered
Used 3+ times
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14 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is one way to make difficult conversations easier with customers?
Ignore the customer's complaints
Avoid the customer
Show them you understand
Argue with the customer
Tags
CCSS.RI.4.3
CCSS.RI.5.3
CCSS.RI.5.5
CCSS.RI.6.3
CCSS.RI.6.5
2.
DRAG AND DROP QUESTION
1 min • 1 pt
Why is it important to apologise to customers even when it's not your fault?
(a)
To shift the blame to the customer
To make the customer angrier
To make the customer feel guilty
Tags
CCSS.RI.4.3
CCSS.RI.5.3
CCSS.RI.5.5
CCSS.RI.6.3
CCSS.RI.6.5
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What should you do if a customer is being rude during a conversation?
Set expectations for respectful communication
Apologize excessively
Engage in a blame game
Hang up on the customer
Tags
CCSS.RL.2.6
CCSS.RL.8.3
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
When is it okay to escalate an issue to your manager or lead?
When you want to avoid responsibility
When you want to blame the customer
When the customer is satisfied
When the customer needs more serious attention
Tags
CCSS.RI.4.3
CCSS.RI.5.3
CCSS.RI.5.5
CCSS.RI.6.3
CCSS.RI.4.5
5.
DRAG AND DROP QUESTION
1 min • 1 pt
How can resetting a conversation with a new face help ease a customer's frustration?
(a)
By escalating the issue
By confusing the customer
By ignoring the customer's concerns
Tags
CCSS.RI.4.3
CCSS.RI.5.3
CCSS.RI.5.5
CCSS.RI.6.3
CCSS.RI.6.5
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Why is it important to establish equality with customers during interactions?
To avoid solving the problem
To ignore the customer's concerns
To show respect for the customer's position
To make the customer feel superior
Tags
CCSS.RI.4.7
CCSS.RI.5.7
CCSS.RI.6.7
CCSS.RL.4.7
CCSS.RL.5.7
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What skills are important to train yourself in to manage difficult customers?
Cooking and gardening
Anger management, stress management, and negotiation
Singing and dancing
Playing video games
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