Customer Care Trivia 5

Question 1

The Net Promoter Score (NPS) survey asks customers to rate their likelihood to recommend on a scale of:

Accepted Answer

0 to 10

Answer

NPS uses a 0–10 scale, classifying respondents as Detractors (0–6), Passives (7–8), and Promoters (9–10).

Question 2

Which approach best handles a customer who repeatedly interrupts the agent?

Accepted Answer

Let them finish, then calmly redirect to problem-solving

Answer

Allowing the customer to vent and then calmly redirecting respects their frustration while steering the conversation toward resolution.

Question 3

What does 'customer churn' refer to in a business context?

Accepted Answer

Customers who stop doing business with a company

Answer

Churn measures the rate at which customers leave or stop purchasing, making it a key indicator of service and product satisfaction.

Question 4

An agent notices a pattern where multiple customers report the same confusing product instruction. The agent should:

Accepted Answer

Document the pattern and escalate as a systemic feedback item

Answer

Escalating patterns as systemic feedback helps the company fix the root cause rather than repeatedly treating individual symptoms.

Question 5

What is the primary benefit of a unified customer profile in a CRM system?

Accepted Answer

Any agent can see full interaction history and context immediately

Answer

A unified profile means the customer never has to repeat their history, improving both efficiency and satisfaction.

Customer Care Practice Test