CRT Customer Service & Sales Techniques

Question 1

Why is active listening important in customer service?

Accepted Answer

It improves customer satisfaction and builds trust

Answer

It allows multitasking during service.

Answer

It speeds up the conversation.

Answer

It avoids dealing with complaints.

Question 2

What is the goal of upselling?

Accepted Answer

To increase value by recommending a premium option

Answer

To confuse the customer.

Answer

To offer irrelevant products.

Answer

To reduce the number of items purchased.

Question 3

How should a salesperson handle a customer complaint?

Accepted Answer

Listen, empathize, and resolve the issue

Answer

Ignore it until the customer leaves.

Answer

Blame another employee.

Answer

Tell them to call customer service.

Question 4

What is a benefit of knowing your product well?

Accepted Answer

It builds customer confidence and supports recommendations

Answer

It helps avoid customers.

Answer

It limits sales.

Answer

It replaces the need for marketing.

Question 5

What tone should be used when speaking with customers?

Accepted Answer

Friendly and professional

Answer

Sarcastic and loud.

Answer

Monotone and disinterested.

Answer

Aggressive and direct.

Question 6

How does follow-up improve customer service?

Accepted Answer

It shows care and helps retain customers

Answer

It delays the next sale.

Answer

It adds pressure to buy more.

Answer

It helps close accounts.

Question 7

Which action demonstrates good communication skills?

Accepted Answer

Speaking clearly and confirming understanding

Answer

Using technical jargon.

Answer

Avoiding eye contact.

Answer

Ignoring questions.

Question 8

What is the advantage of personalizing a sales approach?

Accepted Answer

It builds rapport and addresses individual needs

Answer

It slows down the process.

Answer

It creates confusion.

Answer

It increases costs.

Question 9

What is a key principle of effective sales techniques?

Accepted Answer

Focus on the customer’s needs and recommend suitable options

Answer

Push the most expensive item.

Answer

Avoid answering questions.

Answer

Make the sale as fast as possible.