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CUSTOMER SERVICE PRE-CERTIFICATION TEST
Quiz by Bernice Broussard
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100 questions
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- Q1Which 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
- Q2By becoming an expert at special orders, you may benefit by:All of theseLearning more about the products you sellLearning more about customer needs and interestsGetting to know people in other departments30s
- Q3If 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 decisionSuggesting 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
- Q4The company's return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.FalseTrue30s
- Q5When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.TrueFalse30s
- Q6When 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."FalseTrue30s
- Q7You 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.FalseTrue30s
- Q8In your client record system, you should record:Customer purchasesCustomer interestsAll of theseFollow-up activities30s
- Q9Your manager should warn you in advance if you will be giving sevrice to a customer with significant disabilities.FalseTrue30s
- Q10A 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 saleFocus all your attention on your current customerHelp the customer who looks like he will spend the most moneyAcknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him.30s
- Q11When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention.TrueFalse30s
- Q12To assist your customers in a personal way, you should become familiar with:Entertainment centers and movie theaters in the districtTheir relatives, special friends, and loved onesResources in and near your store30s
- Q13Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the futureFalseTrue30s
- Q14It is appropriate to call the competition to make sure they carry the item the customer is looking for.TrueFalse30s
- Q15Customer follow-up is always a good idea, no matter what the situation.TrueFalse30s