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Customer Service Practice test

Quiz by Kelly Paul

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11 questions
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  • Q1
    1. Imagine you are working as a customer service representative at a department store. You are confronted by a customer who is frustrated because some clothing they’ve recently purchased had a stain on it. Which of the following options would you choose to use as your response:
    Offer them a store credit that they can use to purchase something of equal or lesser value.
    Tell them that you’re not a manager and that it is not your job to accept returned items.
    Explain to them that you do not have a return policy and cannot exchange the item.
    Take their stained item and replace it with the same, or similar, clothing item.
    30s
  • Q2
    2. Feedback by customers or supervisors is not important.
    Not Necessary
    Not important
    Important
    30s
  • Q3
    3. We must put ourselves in our customers` shoes if they lodge a complaint.
    True
    False
    30s
  • Q4
    4. Your attire matters when dealing with customers.
    True
    False
    30s
  • Q5
    5. Closed ended questions are used to get specific questions from customers.
    True
    False
    30s
  • Q6
    6. I am comfortable dealing with customers.
    Disagree.
    Strongly agree.
    Neither agree nor disagree.
    30s
  • Q7
    7. You are working on the floor helping a customer. Another customer approaches you to ask a question. What should you do?
    Ask the customer you were already helping for permission to assist the other customer.
    Ask both customers to wait a few minutes and go in the back to call another coworker.
    Help both customers because they are already in the store.
    Ignore the customer and keep helping the first customer.
    30s
  • Q8
    7. Providing awesome customer service:
    Makes competition more fun.
    Influences your customers`s loyalty.
    Makes customers get spoiled.
    Makes employees` job more difficult.
    30s
  • Q9
    8. Which of the following is NOT a sign of Active listening?
    Using words like "I see", "Go on".
    Nodding.
    Asking and repeating to show you understand.
    Frequent interrupting.
    30s
  • Q10
    9. Why should employees treat customers well?
    Because customers become more trustful in the company they buy from.
    Because customers are asking for help.
    Because customers are always right.
    Because customers are giving money.
    30s
  • Q11
    10. How can a sales associate follow up with customers?
    Write a letter
    Email only
    Call only
    Call and/or email
    30s

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