A sales team and a customer service team should be _______.
one team performing both services
closely tied
together
clearly seperated
Upset customers tend to calm down if you _________.
offer a sincere
apology
refer the issue to a higher authority
let them know they're not alone with their product
troubles
let them have their space
Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.
Copying and Pasting
Mirroring and
Matching
Imitation Soothing
Watching and Reflecting
Why is the lifetime value of the customer so important?
It provides an exact dollar amount of sales
It estimates customer's yearly spending
It estimates the
profits made over the life of a customer
It estimates the number of sales per customer
The best way to calm an irate customer is to...
listen,
apologize, and act.
listen, explain, and react.
apologize, react, and explain.
explain, act, and apologize.
When a customer asks in person where something is, it is best to...
Tell them in detail where it is
Provide the general area to find the item
Take them to
where it is
Point to the location
Customer service refers to a company's _______ interactions.
external
internal and
external
internal
What must happen after making a promise to a customer?
Provide information to your Manager
Nothing, no need to actually follow through
Deliver on the
promise
Confirm your promise with the customer
The appearance of a Customer Service Representative should not include
Professional Clothing
Mangled hair
A uniform
Groomed hair
When should you escalate a situation to a manager?
When you have
made an effort to resolve but could not
When you can not attempt to form a resolution
When you have the know-how to make a decision
When a delay is not detrimental to the situation
Which is a good policy for effective teamwork in a support environment?
Call out people who aren't pulling their weight to
the group
Share credit for
both successes and failures
Let people know which successful parts of a project
were your idea
Work alone on the parts of a project you do well,
so that the outcome represents a cohesive vision
After recognizing you have made a mistake, which is the best course of action?
Just provide an apology
Divert the customer's attention to something else
Admit to the
mistake and right the wrong
Hope it was not recognized by the customer
While greeting a customer, it is best to
Be close up and face to face
Be overly excited
Give a big "Hello"
Wear a smile
When a customer asks a lot of questions and takes up a lot of time, it is best to
Answer quickly as possible
Suggest they come back another time
Explain you are busy
Be patient
Which is the best way to uncover customer needs?
Ask questions
and listen to the answers.
Watch what they are doing
Answer their questions
Wait for a complaint
What is a call center?
A centralized
location where customer calls are addressed
market research into a consumer base to identify
the "center customer" (the company's most stereotypical customer)
The midpoint of a service call
None of these
Whether giving customer service in person or over the phone, one of the primary qualities you must have is:
Work Fast
Patience
Multilingual
Which customer segment will trust your company more?
Customers that have never had a problem with your
product
Customers that
received efficient resolution to a problem with your product
As a customer service representative you should:
Consider
yourself as a leader of the company's front line communications with customers.
Only answer the phone when you are feeling good.
Process as many customers as possible every hour
regardless of outcome.
Take as many etiquette courses as possible.
A good customer service representative:
Always makes a customer laugh.
Knows the company hierarchy and who to blame for
the problem.
Goes the 'extra
mile' and tries to exceed service expectations.
Knows that the customer usually doesn't have a
problem, that they just want a better deal.
The most _________ service agents on the team tend to get the best reviews from customers.
intellectual
technically inclined
patient and
personable
senior
You should take notes when fielding a customer complaint.
False - to most customers, you come off as
distracted / disrespectful
True - it will
help you remember all the details of the complaint
When a customer is talking a lot you should:
Try to multitask and get other work done.
Pay attention
and use active listening skills.
Interrupt the customer and tell them you'll solve
their problem.
Transfer the customer to somenone who has time to
listen.
When meeting a customer at your place of business you should:
Ask them to wait until you are off the phone.
Wait for them to bring up a problem.
Make sure they have an appointment.
Smile and make
eye contact.
When you make a mistake as a customer service representative you should:
Cover it up and hope the customer believes you.
Admit the
mistake and offer to make it right.
Tell the customer you don't know how to help them
and apologize.
Say this is company procedure and ask if they would
like to talk with a manager.
Should you introduce yourself by your first name when you come in contact with a customer?
Yes
No
When face to face with an angry customer, you should:
Match the volume of their voice
Cave in to their demands to end the interaction
promptly
Make eye contact
and listen intently
Look away to reduce discomfort
When a customer expresses a complaint what should you do?
Dispute their claim
Listen to their
concerns, and try to rectify the problem.
Investigate further
Be skeptical
True or false? Smiling into the phone can give your voice a more positive inflection.
False
True
What can you do when a customer is not getting to the point?
Look at your watch
Be patient
Ask them to get to the point
Finish their sentences
Which is the BEST way to put a caller on hold?
"Could you
please hold? Thank you."
"Ugh, it's an annoying person. Just a
sec."
"I have to take this other call; it's
important. I'll be back."
"Hang on. I'm putting you on hold."
If a customer is verbally abusive on the phone, you should...
Leave the phone off the hook on your desk to punish
them
Tell them angry customers don't receive support,
and ask them to call back when they're more composed
Offer to help
once they can calm down their tone of voice
Hang up and let someone else pick up the next time
the phone rings
An important task should be to
Understand the
customer's wants and needs
Show products
Make comfortable chit chat
Grab the customer's attention
Why is eye contact important?
It lets
customers know you are paying attention to them
It eliminates distractions and tangents in your
conversation
It shows you are subservient to the customer
Lack of eye contact is seen as unnatural
When you are asked a question you don't know the answer, which is the best response?
Saying the best thing that comes to mind at the
moment
Saying
"That is a good question. Let me find the answer for you."
Saying, "I don’t know"
Providing an answer you think may be correct
The customer is not always right, but should be treated as such.
False
True
The first person a customer encounters can be considered the "face of the company"
True
False
True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.
True
False
Which of the following traits is NOT useful for customer service?
adaptability
aggression
empathy
friendliness
Which is one way to calm down an angry customer?
Give them a discount
Let them vent,
then find the root problem to solve
Interrupt them and give them suggestions
Acknowledge that they are going overboard
Obtaining regular feedback can
Improve customer
service
encourage too many complaints
provide useless information
be too time consuming
Never pay attention to the customer when conversing
True
False
You should avoid raising your voice to customers. True or False
False
True
True or false? Smiling while on the phone can positively affect the impression a service provider makes.
False
True
You should never apologise to a customer. True or False
False
True
Positive body language can improve communication.
True
False
What does the phrase "Killing them with kindness" mean?
Smiling and nodding till they give up
Being kind to further aggravate
Being kind until they walk away
Showing
understanding and sympathy to calm down the customer
Customer complaints can be a positive resource for a company because...
Customer complaints never have a positive effect.
they fill support quotas, which keeps the need for
support jobs intact
they identify
possible areas of improvement within the company
they identify "problem customers" to be
avoided in the future
An effective way to approach a problem is:
Bring it to a supervisor
Call upon other reps to support your stance
Ignore unreasonable requests and address the core
issue
Offer an
alternative solution to please your customer
What do you do when a customer attempts to bribe you as a way of getting help quicker?
Let the customer
know that will not be necessary, and that you will try resolve the issue as
quickly as possible.
Hang up on the customer.
Accept the bribe and tell the customer to be
discrete about it.
If a customer relays expectations set up by a false promise made by a sales rep, you should...
Claim their expectations will be fulfilled in the
near future
Ally with the customer by dismissing the sales rep
who will say anything to convert a sale.
Convince the customer they misinterpreted the sales
rep's words
Own the mistake
on their behalf and correct the inaccuracy
A caller can tell you are sincere by your tone and pitch.
True
False
Which is best when recognizing a customer has arrived?
Leave the customer alone
Stop what you
are doing and focus on the customer
Smile and go about your business
Act busy to show a booming business
Which of these is NOT a key element to good customer service?
Stick with the complaint until a resolution is
reached.
All of these are
key elements to good customer service
Be available.
Know your product.
You should give a customer _______ to solve a problem.
options
an automated machine
None of these
a directive
What is an effective strategy to deal with difficult customers?
Let your manager deal with them
Don't take it
personally
Ignore all negative comments and questions
Match their complaints with subtle sarcasm
While obtaining a request from a customer, which is suggested?
Repeat back to
them to clarify understanding
Jump to the task right away
Suggest another employee to speak to
Nod to show understanding
What is the relationship between great customer service and advertising?
There is no significant relationship between
service and sales
Customers usually only talk about the fact your
product was initially subpar, deterring their friends from giving you business
Word of mouth
referrals about great service = more sales leads
Customers generally appreciate follow-up communication after a customer service call.
False - the majority of customers find it pushy
True - it drives
home the impression of great service
A customer asks you about a product that might be in your store. You know very little about it. What do you do?
Ask your supervisor what to do
Tell the customer about a similar product.
Tell the customer that the product is sold out
Ignore the customer
Tell the
customer you don't know anything about the product and that you will find the
information they need for them.
What is an acceptable amount of time lapsed to greet a customer?
When they look like they need assistance
Immediately
2 minutes
1 minute
Which of these should you refrain from doing when addressing a customer complaint?
echo and clarify the problem
keep your tone of voice calm and positive
Interrupt
arrange a solution
The hostess at a restaurant is an example of _________.
front line staff
support staff
an internal help desk
internal customer support
While an angry customer confronts you, remember not to
Show urgency
Show empathy
Take it
personally
Stay calm
Which is not part of active listening?
Forming
assumptions
Paraphrase what was heard
Reflect understanding
Repeating
If your company consistently takes a long time to answer support calls, the customer gets the impression...
your company must be huge and profitable, because
it handles calls nonstop
you are working hard and will provide great support
when their time comes
This has no effect on customer mindset.
you are too busy
to handle your business
When a caller immediately asks for a supervisor, you should:
Tell them you ARE a supervisor.
Immediately transfer them to your supervisor
Place them on hold until they hang up
Follow company
procedure for escalating calls.
When you can't provide a customer with an immediate solution, what should your next step be?
Offer a cash refund to make the problem disappear
Ask them to call when you know a manager will be
around
Explain in detail why you are unable to supply help
and apologize profusely
Take a message
and ensure they will receive follow-up contact to resolve the issue
When faced with a disgruntled customer, which is NOT recommended?
Mirror their
tone even if it is argumentative
Ask them questions
Listen to their complaint
Clarify your understanding
What does providing outstanding customer service mean?
Following your company's customer service
guidelines
Acting as a classic Customer Service Representative
Going above and
beyond expectations
Successfully completing your job duties
What is active listening?
It is when a telemarketer actively takes notes
during a conversation
It is when the
listener uses feedback to affirm that they are listening
It is when the listener gets a customer to do
something in order to relax them
None of these
To an angry customer, an apology must be
The resolution to the conflict
An initial response
Sincere
What they want
The goodbye greeting is important because it
Is nice
Brings closure to the sale
Is expected
Gives the last
impression
The key to customer service is to __________.
match the
perceived needs with the best possible solutions
make sure the customer gets as little money back as
possible
provide the customer with as many possible
solutions as possible
pitch as many products as possible
If a customer calls with a technical problem, what should be your first action to address the issue?
Ask them to visit your help documentation online to
follow along with the solution
Ask initial
questions designed to asses their level of technical competency
Ask them what they think is the cause of the
problem
Ask them to put the most technologically inclined
member of the household on the phone
As a speaker, one of your jobs is to:
Project confidence (even bravado) to control the
topic of conversation
Always get the last word on a topic
Divert attention from customer's skepticism so they
don't talk themselves out of a purchase
Ensure listener
understanding
It is important for a customer service representative to:
be as informal as possible
be as formal as possible
be neutral emotionally
reflect their
company's culture
Which is not an example of active listening?
taking notes
repeating key points
phrases like "of course," "go
on," etc.
interjecting
when the solution to a problem becomes apparent
When assisting an angry customer, you should always:
Tell the customer what the solution is
Ask the customer
to assist in creating a solution
Tell the customer you will ask someone what can be
done
What is the lifetime value of a customer?
A prediction of
the net profit a customer relationship will provide over time
A prediction of the overall positive feeling a
happy customer can bring to a business
None of these
A prediction of the referrals a loyal customer will
generate
Which of the following is an example of reactive customer service?
Sending a customer a promotional email
Replacing a
malfunctioning product
Getting the customer to purchase more items after
the issue is resolved
Persuading a customer into making a referral
What is the definition of a truly customer service oriented company?
the company assigns a dedicated service rep to each
individual customer
the company gives reimbursements even in cases
where the issue was solved
customer service
is addressed by every department
the customer service department addresses
complaints with a 98%+ satisfaction rate
What is an example of proactive customer support?
Being incredibly supportive and flexible with a
difficult customer
Giving a customer a full refund
Dealing with a customer aggressively to get them to
calm down
Giving customers
a survey after they make a purchase
Generally speaking, a customer service representative should start a conversation with _________.
elaborative questions
evaluative questions
elementary
questions
analytic questions
