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customer service

Total questions: 52

Worksheet time: 38mins

Name
Class
Date
1.

A good _______________ is essential to a business when providing customer service

a)

speaking voice

b)

attitude

c)

first impression

d)

hair style

2.

When greeting a customer you should always

a)

smile and shake their hand

b)

tell the customer how you feel today

c)

thank them for the communication

d)

multitask and ask them to repeat

3.

when putting a customer on hold you should

a)

ask for permission

b)

estimate the hold time

c)

provide updates

d)

all of the above

4.

T/F……… a cold transfer requires an introduction to the other party

a)

True

b)

False

5.

Upon closing a call you should _____________

a)

hang up

b)

offer further assistance

c)

sigh

6.

T/F…….you should never identify yourself to the customer

a)

True

b)

False

7.

How do you show empathy in customer service

a)

Understanding the situation

b)

Acknowledging what you hear

c)

Relate to the customer

d)

All of the above

8.

When dealing with difficult customers we should always

a)

interrupt

b)

get angry

c)

offer solutions

d)

worry about the next call

9.

The HEARD principal stands for Hear, Empathize, ________, Resolve, & Diagnose

a)

Acknowledge

b)

Approve

c)

Account

d)

Apologize

10.

What can cause a customer to be rude

a)

bad day

b)

personality

c)

work

d)

money

11.

The longest wait time recorded is _________ by an Australian Airline

a)

10 minutes, 15 seconds

b)

45 minutes, 2 seconds

c)

3 hours, 55 seconds

d)

5 hours, 40 minutes

12.

A Zappos employee holds the record for the longest customer service call at

a)

17 hours, 23 minutes

b)

7 hours, 30 minutes

c)

10 hours, 43 minutes

d)

4 hours, 16 minutes

13.

T/F……..a customer called the mother of the Comcast CEO to complain

a)

True

b)

False

14.

Marvel comics once owned the rights to the word

a)

"captain"

b)

"zombie"

c)

"pow"

d)

"spider"

15.

Google was originally called

a)

Hoogle

b)

BackRub

c)

Searchable

d)

Backup

16.

T/F……..you can purchase large uncut sheets of U.S. currency through the mail

a)

True

b)

False

17.

Steve Jobs is credited as an executive producer is what film

a)

Toy Story

b)

Aladdin

c)

Jungle Book

d)

Christopher Robin

18.

1 in ___ American workers have been employed by McDonalds

a)

4

b)

8

c)

12

d)

16

19.

The most productive day in a workweek is

a)

Tuesday

b)

Wednesday

c)

Thursday

d)

Friday

20.

Small business employs more than ______% of the country's workforce

a)

10

b)

31

c)

57

d)

62

21.
Choose an example of good customer service.
a)
Food service assistands stands with their  backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
22.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
23.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
24.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
25.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
26.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
27.
Last year, we lost a lot of customers ______________ our competitor
a)
for
b)
on
c)
to
d)
with
28.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
29.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
30.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
31.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
32.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
33.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
34.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product 
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
35.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness 
c)
Service Breakdown
d)
Psychological Distracters
36.

Which of the following is most likely to help in calming an angry customer when face to face?

a)

Crossing your arms

b)

Rapid nodding of the head

c)

Slow nodding of the head

d)

Smiling

37.

Which statement about customer service is correct?

a)

Excellent customer service results in a more positive business

reputation.

b)

Excellent customer service results in more promises and

therefore more lawsuits.

c)

Excellent customer service results in fewer loyal customers.

d)

Excellent customer service results in lower wages.

38.

8. What is the main purpose of customer service?

a)

a. To meet needs and expectations.

b)

To deliver standards.

c)

To work as part of a team.

d)

To increase sales

39.

Which of the following is one of the most effective and least expensive ways to market a business?

a)

In-theater advertising

b)

Effective customer service

c)

Glossy, colorful, professional brochures

d)

One-on-one sales calls

40.

An example of how to provide good customer service is...

a)

Greeting customers in a friendly manner

b)

Hiding in the stock room

c)

Talking about customers with colleagues

d)

Following a formal procedure for dealing with complaints

41.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
42.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
43.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
44.

Which of the following is an easy way to show respect to customers?

a)

When addressing a customer, use his or her first name.

b)

Stop talking

when the customer begins to speak.

c)

Return calls or e-mail messages at your own convenience.

d)

Avoid eye-contact with the customer lest he or she is offended

45.
Which one of these roles does not deal directly with customers?
a)
Receptionist
b)
Shop Assistant
c)
Delivery Driver
d)
Cleaner
46.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
47.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
48.
When Dealing with a Customer, You Should Not?
a)
Get caught up in an argument.
b)
Use the word "NO"
c)
Give out orders or place blame on the Customer.
d)
All of these
49.
What is customer service?
a)
The way a business looks after its customers
b)
selling a product of service
c)
promoting a product
d)
Way way someone speaks to you
50.
What is it called when customers makes repeat purchases because they prefer the business’s products to those of its rivals.
a)
Customer Loyalty
b)
Rising market share
c)
Attracting new customers
51.
What is rule number 1 in customer service?
a)
Customer is always right
b)
Yes we can
c)
keep asking them for more
d)
A good customer is a profitable customer
52.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers

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