Challenge Quest (Team Service)
Quiz by Crosstie Solutions
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- Q1
Who is a customer to you?
A person who motivates you to work hard
Someone who pays my salary
An individual who influences my decisions
A person who collaborates with me
60s - Q2
Which of the following is a technique for handling customer complaints?
Dismissing the customer's feelings
Validating the customer's emotions
Blaming the customer for the issue
Ignoring the complaint altogether
60s - Q3
A smile can significantly enhance a customer's experience.
truefalseTrue or False60s - Q4
What should you do if you don’t know the answer to a caller’s question?
Admit that you don’t know but will find out or transfer them to someone who does.
Guess an answer.
Tell the caller to call back later.
60s - Q5
What should you do before placing a caller on hold?
Just put them on hold without asking.
Ask for their permission and inform them it will only take a moment.
Tell them you’ll call back.
60s - Q6
Which of the following is an example of using positive language?
“I can’t help you with that."
“Here’s what I can do for you.”
“That’s not my job.”
“You need to talk to someone else.”
60s - Q7
Active listening involves summarizing the customer’s words to confirm understanding.
truefalseTrue or False60s - Q8
How should you answer a business phone call?
With a simple "Hello."
State your name and company, followed by a greeting.
Wait for the caller to speak first.
60s - Q9
What is a key aspect of problem-solving in customer service?
Ignoring customer complaints
Knowing how to handle conflicts
Rushing to conclusions
Avoiding communication
60s - Q10
How should you deal with an angry customer?
Argue with them
Stay calm and acknowledge their feelings
Hang up the call
Tell them to calm down
60s - Q11
Anyone who uses a service is a ________?
Supplier
Business Partner
Supervisor
Customer
60s - Q12
What is the primary goal of a customer-centric culture?
To increase company profits
To prioritize customer needs in all business decisions
To enhance employee satisfaction
To develop internal policies
60s - Q13
Which of the following is a technique for active listening?
Making assumptions
Interrupting the speaker
Nodding and maintaining eye contact
Multitasking while listening
60s - Q14
In the context of problem-solving, what should you do first when a customer expresses dissatisfaction?
Provide immediate solutions
Transfer the call to a manager
End the conversation
Ask clarifying questions to understand the issue
60s - Q15
When is the best time to provide great customer service?
At the point of sale
Pre-sale
After-sales service
All of the above
60s