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WorksheetsIntroduction to Customer Service Unit Review
Total questions: 20
Worksheet time: 10mins
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.
Which of the following help with ethical behavior?
Being honest
Knowing the product
Taking responsibility
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
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
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
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 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.
Customers appreciate good manners and courtesy sends a powerful message.
True
False
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
Only a fraction of people who are unsatisfied actually complain.
True
False
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.
Which of the following is NOT something to which customers pay attention?
Words
Facial expression
Handwriting
Appearance
A CSR is responsible for the ______________ he or she brings to an interaction with a customer.
negativity
notes
products
energy
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 are ways companies gather customer feedback?
Surveys
Social media
Customer complaints
All of the above
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.
Who manages the employees that work during their shift?
Supervisor
Owner
Manager
Department director
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
Who ensures their department makes the best choices for the business and the customers?
Department director
Manager
Owner
Supervisor
Which of the following are NOT responsible for customer service?
Owners
Directors
Customers
All of these
