FBLA Customer Service Sample Questions

Which of the following best demonstrates active listening?

• Nodding and smiling

• Maintaining eye contact

• Paraphrasing the customer’s statement

• Asking unrelated questions

Which is the most appropriate greeting when answering a business phone?

• Hello, what do you want?

• Hi there.

• Good morning, this is [Name] at [Company]. How can I help you today?

• Yes?

Which behavior most helps establish rapport with a customer?

• Using scripted responses exclusively

• Addressing the customer by name

• Avoiding eye contact to reduce pressure

• Speaking as quickly as possible

The "Golden Rule" in customer service emphasizes:

• Selling products aggressively

• Treating customers the way you would like to be treated

• Offering discounts to all customers

• Avoiding all customer complaints

In a face-to-face interaction, nonverbal cues include:

• Tone of voice and pitch

• Facial expressions and body posture

• Written responses and emails

• Telephone scripts

When a customer expresses frustration, the first step should be to:

• Offer an immediate refund

• Listen carefully without interrupting

• Refer them to a manager immediately

• Explain the company’s policy in detail

A friendly and professional tone can:

• Deter customers from asking questions

• Increase customer comfort and trust

• Make the conversation longer unnecessarily

• Reduce the need for follow-up

Smiling during a phone call:

• Has no effect because the customer cannot see you

• Helps project warmth and friendliness in your voice

• Can make you sound less serious

• Distracts you from listening

To ensure customers feel valued, businesses should:

• Limit personal interaction

• Follow up after service is provided

• Avoid acknowledging repeat customers

• Offer the same scripted message to everyone

Which is a best practice for remembering customer preferences?

• Rely solely on personal memory

• Use a customer relationship management system

• Guess based on similar customers

• Ask them to repeat preferences every time