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CUSTOMER SERVICE PRE-CERTIFICATION TEST

Quiz by Bernice Broussard

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100 questions
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  • Q1
    Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
    You have to go to Customer Service. It is on the Third Floor.
    Customer Service is on the Third Floor. Take the elevator.
    "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you but I can't leave this area unattended at the moment. / "Someone in Customer Service can help you with that; I'll show you the way".
    "You'll have to take this to Customer Service; I can't help you here."
    30s
  • Q2
    By becoming an expert at special orders, you may benefit by:
    All of these
    Learning more about the products you sell
    Learning more about customer needs and interests
    Getting to know people in other departments
    30s
  • Q3
    If the customer isn't shopping alone, you can include the rest of the party by:
    Telling any children to behave themselves while their parent makes this important decision
    Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate.
    Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on.
    30s
  • Q4
    The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
    False
    True
    30s
  • Q5
    When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
    True
    False
    30s
  • Q6
    When using the T.H.A.N.K.S. method, "A" stands for "appear interested in the problem, but excuse yourself if another customer comes in."
    False
    True
    30s
  • Q7
    You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.
    False
    True
    30s
  • Q8
    In your client record system, you should record:
    Customer purchases
    Customer interests
    All of these
    Follow-up activities
    30s
  • Q9
    Your manager should warn you in advance if you will be giving sevrice to a customer with significant disabilities.
    False
    True
    30s
  • Q10
    A new customer comes into your department, but you are helping another customer. You should:
    Let the new customer wait his turn until you have completed your current sale
    Focus all your attention on your current customer
    Help the customer who looks like he will spend the most money
    Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him.
    30s
  • Q11
    When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention.
    True
    False
    30s
  • Q12
    To assist your customers in a personal way, you should become familiar with:
    Entertainment centers and movie theaters in the district
    Their relatives, special friends, and loved ones
    Resources in and near your store
    30s
  • Q13
    Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future
    False
    True
    30s
  • Q14
    It is appropriate to call the competition to make sure they carry the item the customer is looking for.
    True
    False
    30s
  • Q15
    Customer follow-up is always a good idea, no matter what the situation.
    True
    False
    30s

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