WorksheetsCustomer Service & Workplace Communication – Pretest
Total questions: 20
Worksheet time: 10mins
What is customer service?
Selling products to customers
How a business treats people before, during, and after service
Advertising a business
Making money for a company
Which is an example of good customer service?
Ignoring a customer who asks a question
Using a phone while helping someone
Greeting a customer and listening to their needs
Arguing with a customer
Why is customer service important to a business?
It helps businesses spend less money
It helps customers feel respected and want to return
It replaces advertising
It only matters in stores
Which place uses customer service skills?
Restaurants
Schools
Hospitals
All of the above
What is a first impression?
The first product someone buys
The first feeling or opinion people have about you
A business logo
A job application
Which behavior creates a positive first impression?
Being late
Rolling your eyes
Speaking respectfully
Ignoring instructions
What does “professional behavior” mean?
Acting how you want
Acting appropriately at work or school
Wearing expensive clothes
Talking only to friends
Who is an internal customer at school?
A parent visiting the office
A student from another school
A teacher working with other staff
A delivery driver
Who is an external customer?
A classmate
A teacher
A parent visiting the school
A staff member
Why is teamwork important for customer service?
It helps employees avoid work
It helps customers have better experiences
It makes customers wait longer
It replaces communication
Which type of communication uses words when speaking?
Written
Digital
Nonverbal
Verbal
Which is an example of written communication?
A phone call
A text message
An email
Facial expressions
Why is choosing the right communication important?
It saves paper
It prevents misunderstandings
It makes messages longer
It avoids teamwork
Which is part of a professional email?
Slang and emojis
A clear greeting and closing
No subject line
All capital letters
What is active listening?
Talking over others
Looking away while someone speaks
Paying attention and responding appropriately
Using your phone during conversations
Which shows good telephone etiquette?
Answering with attitude
Speaking clearly and politely
Putting the caller on hold without explanation
Ignoring the phone
Which situation needs professional communication?
Talking to friends at lunch
Posting jokes online
Speaking to a customer or teacher
Playing games
What skill is MOST important in customer service?
Speed
Respect
Silence
Multitasking
Which response shows good customer service?
“That’s not my problem.”
“You should know better.”
“Let me see how I can help.”
“Come back later.”
Why are we learning customer service and communication skills?
Only for school
Only for tests
For jobs, school, and real life
Only for business owners
