FREE Soft Skills - Communication: Effective Communication in Customer Service Questions and Answers

Question 1

It is acceptable to refrain from smiling when interacting with customers over the phone or in person.

Accepted Answer

FALSE

Answer

TRUE

Answer

Maybe

Answer

None of the above

Question 2

What is expected of employees working at store locations?

Accepted Answer

Look professional and wear your uniform with company logos.

Answer

Look professional and wear competitor's logos.

Answer

Look professional and wear your favorite sports team logos.

Answer

Don't worry about the way you look because it doesn't really make a difference.

Question 3

What should you do when a customer enters the store?

Accepted Answer

Greet the customer and be genuinely glad to see him or her

Answer

Finish your task then greet the customer

Answer

Ignore the customer completely

Answer

Assume someone else is going to greet him or her

Question 4

What should you do when a customer is upset?

Accepted Answer

Remain calm and polite--try to be a problem solver

Answer

Pass the buck and assume someone else will take care of it

Answer

Don't say anything; cross your arms and roll your eyes

Answer

Take it personally and let him or her know how frustrated you are

Question 5

What is the primary objective or main focus?

Accepted Answer

Everything you do should be aimed at making the customer feel special and appreciated.

Answer

Some things you do should be aimed at making the customer feel special and appreciated.

Answer

Nothing you do should be aimed at making the customer feel special and appreciated.

Answer

Does not apply. Making the customer feel special and appreciated is someone else's responsibility.

Question 6

At what frequency should you express gratitude to a customer for their business?

Accepted Answer

Every time. Be genuine.

Answer

Once in a blue moon

Answer

Every now and then

Answer

Don't worry about it--customers know we appreciate them.

Question 7

Does each of our duties or tasks eventually involve interactions with the customer?

Accepted Answer

TRUE

Answer

FALSE

Answer

Maybe

Answer

None of the above

Question 8

When making eye contact with a customer, what is the initial step or action you should take?

Accepted Answer

Smile

Answer

Refer them to the manager

Answer

Say hello

Answer

Ask if you can be of assistance

Question 9

Individuals who express dissatisfaction:

Accepted Answer

Are doing you a service in identifying what isn’t working in your business or organization

Answer

Are genetically predisposed to be sourpusses

Answer

Have trouble in their primary relationships

Answer

Had unhappy childhoods

Question 10

What is the highest number of times the phone should ring before it should be answered?

Accepted Answer

3

Answer

1

Answer

2

Answer

4