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How to deal with aggressive customers test

Quiz by Judith Benitez

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13 questions
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  • Q1
    What is aggressiveness?
    the quality of lacking friendliness or enthusiasm.
    Hostile or violent behavior.
    The state of being happy.
    the quality of being friendly, generous, and considerate.
  • Q2
    Why is it important to know how to deal with aggressive customers?
    It builds bridges with this person, who is important to the company.
    An unhappy customer is always right.
    An agent has to make the customer feel less angry.
    All clients are agressive.
  • Q3
    What can cause aggressiveness behavior in a customer?
    The state of being happy
    The smile of the agent
    Too much waiting for an answer.
    The interference
  • Q4
    What is a health-related cause of aggressive behavior in a customer?
    All of them.
  • Q5
    Which of these aggressive customers is more likely to leave the company?
    The negative Nancy.
    The confused Cody.
    The threatening Theo.
    The angry Al.
  • Q6
    What is one characteristic of an aggressive customer?
    They can warn you
    They will not anwer to you.
    They still say hello
    They can be very demanding.
  • Q7
    Being assertive is the same as being aggressive?
    All of them are correct
    No, it is not the same.
    Yes, it is a synonym
  • Q8
    It is a step for dealing with aggressive customers.
    Hang up the call.
    Minimize the customer problem.
    Call the manager.
    Keep Calm.
  • Q9
    It is a statement for finding a solution to the customer.
    “I can’t help you, but my friend can, wait I'll get him”
    “There is no way to address this – we just need to find the best fit for you”
    “Your issue is unusual, but I have dealt with similar cases before and I can help you”
    “I am sorry, your problem is too complicated, there is nothing I can do”
  • Q10
    What is the first step to do when dealing with aggressive customers?
    Say, I can hear you.
    Ignore them.
    Answer in the same way.
    Listen to them.
  • Q11
    It is a phrase that you can use with aggressive customers.
    You have the right to be angry.
    Shut up.
    You are obnoxious
    How can I help you?
  • Q12
    The more you take, the more you leave behind. What am I?
  • Q13
    What is more useful when it is broken?
    A letter.
    A rock.
    My heart.
    An egg.

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