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WorksheetsIntroduction to Customer Service Unit Review
Total questions: 40
Worksheet time: 20mins
Customer service does not impact customer experience.
True
False
How you say something is NOT as important as what you say.
True
False
To listen completely to a customer, you should focus on what the customer is saying and not what you plan to say in response.
True
False
An open question:
requires only a one-word or short answer
requires more than a yes or no answer and encourages the customer to provide more information
When at work, you do not represent the company in all you say and do.
True
False
You should care about customer service, as an employee, because poor customer service translates to lost revenue.
True
False
Which of the following are ways companies gather customer feedback?
Surveys
Social media
Customer complaints
All of the above
What is the definition of customer service?
The advice given between employees to help customers.
The assistance provided by a company to people who buy or use its products or services.
The assistance provided by a sales rep on the sales floor.
The advice provided by a customer service rep over the phone.
Customers appreciate good manners and courtesy sends a powerful message.
True
False
How can stereotypes affect how you treat customers?
Stereotypes help you find out what the customer wants.
Stereotypes can cause you to misjudge and mistreat customers.
Stereotypes give you the best idea of who the customer is.
Stereotypes help you meet the customer's needs.
Which of the following is NOT something to which customers pay attention?
Words
Facial expression
Handwriting
Appearance
Which of the statements does NOT use welcoming words?
"I'm definitely able to do that."
"I don't know if that will work."
“I'd be happy to help you with that."
“I'm absolutely sure."
When dealing with a customer, you must ______ before coming to a conclusion.
gather as much information as possible
make a decision
get help
All of these
You should use a ____ and pleasant tone when speaking to a customer.
confident
calm
angry
shy
When answering a question, you should first:
give the customer plenty of information.
answer in less than a minute.
make sure you understand the question.
A closed question:
requires only a one-word or short answer.
requires more than a yes or no answer and encourages the customer to provide more information.
Which of the following is the definition of customer experience?
The product of upselling a customer.
The product of an interaction between the organization's employees.
The product of customer referrals.
The product of an interaction between an organization and a customer.
Only a fraction of people who are unsatisfied actually complain.
True
False
When focusing on the customer you should NOT:
apologize to the customer after dealing with an interruption.
focus on the customer's needs.
show empathy with facial expressions and body language.
pay attention to every distraction.
Which of the following are NOT responsible for customer service?
Owners
Directors
Customers
All of these
Which of the following statements are NOT true of satisfied customers?
Satisfied customers tend to stay loyal.
Customers will spend more money with a company for great customer service.
Satisfied customers do not share their experiences with other people.
All of these
Which of the following help with ethical behavior?
Being honest
Knowing the product
Taking responsibility
All of these
Which of the following is NOT an example of using the right words?
Use lots of technical terms.
Avoid slang.
Stay away from jargon.
Choose words the average person will understand.
Which of the following is an example of in-person customer service?
Both the customer and employee are in a store.
The customer and employee are chatting online.
The customer left a message on the company's social media page.
The employee is in the store and the customer is on the phone.
_ sets the atmosphere. If you have a bad one, it can affect the customer negatively.
Work ethic
Attendance
Attitude
Hygiene
Your feelings about yourself will affect the way you _______________ the customer.
entertain
apologize to
celebrate
deal with
Positive attitude can improve with proper rest, diet, exercise and...
saying no to bad influences
leaving your personal worries at the door
being fake
none of these
Why should you take responsibility for your mistakes?
So others can respect you
Because it's the right thing to do
Both of these
Neither of these
Any interaction where the customer and an employee are face-to-face is
virtual customer service
in-person customer service
abnormal
dangerous because of COVID
What is one of the effects of unsatisfied customers?
Only a fraction of unsatisfied customers complain, so it doesn't matter much
News of poor service spreads to more people than experiences of satisfied customers.
No company will have zero complaints, so it's to be expected to have unsatisfied customers that you can't do anything about
All of these are true
Who should care most about the customer experience?
Customer-facing employees
The board of directors
The managers
All employees should care equally about the customer experience
How does a non-customer-facing employee still impact customer service?
They do not have an impact
The customers can see how all employees behave when they're in the store
The decisions they make can still impact the customer, whether it’s the choice of products or how employees are treated.
All of these
Why are customer reviews so important?
They can bring in more customers
They can let the company know what they need to improve upon
Both of these
Neither of these
Which of the following are reasons great customer service is important?
Improves customer satisfaction
Increases customer referrals
Builds stronger customer relationships
All of these
A CSR is responsible for the ______________ he or she brings to an interaction with a customer.
negativity
notes
products
energy
How does the customer experience impact the company?
It doesn't affect any area of the customer's relationship with the company
It only affects the customer's attitude toward the company
It affects how the company views the customer
It affects every area of customer's relationship with company
What is one of the effects of satisfied customers?
They spend more money with the company
They are guaranteed to spread the word of their experience on social media
They won't keep giving the company their business
All of these
Who manages the employees that work during their shift?
Supervisor
Owner
Manager
Department director
Who makes sure the department runs smoothly?
Department director
Manager
Supervisor
Owner
Who ensures their department makes the best choices for the business and the customers?
Department director
Manager
Owner
Supervisor
