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CSR Mock Exam
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1. True or False- A happy customer will continue to be a buying customer and a returning customer.
True
False
2. Which of the following are customer service traits you should try to follow? Choose three.
Express empathy to upset customers
Always blame someone else for the problem
Be on time, open on time, deliver on time
Treat customer as the MOST important part of your job
Never admit that your company is at fault
3. True or False- It has been found that there is a 91% chance that poor service will dissuade a customer from ever going back to a company.
True
False
4. Which of the following are useful techniques when dealing with an unsatisfied customer? Choose three.
Never admit the problem
Involve the customer in problem solving
Do not lose your self-control
Listen to the customer
Argue or interrupt to frustrate the customer
5. Which of the following is a polite and friendly response that should be used in customer service? Choose one.
“That’s not my job”
“Let’s see what we can do about this”
“I’m busy right now”
“You want it by when?”
6. Good customer service can lead to which of the following benefits? Choose three.
Better teamwork
More time off sick
Increased profit
Higher job satisfaction
Job insecurity
7. It is recommended that business emails are answered within what time span?
96 hours
72 hours
48 hours
24 hours
8. Which of the following are professional qualities needed for good customer service? Choose three.
Aggression
Grumpiness
Empathy
Friendliness
Fairness
9. True or False- Often it is enough for the customer to experience a satisfactory telephone or face to face interaction. You don’t really have to make sure that all customer service measures that were discussed or promised are in fact taken.
True
False
10. What are the critical qualities to the ‘Customer Friendly Approach’ of customer service? Choose two.
Opening hours
Relationships
Return policy
Communication
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