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Question 22.When can reflective listening be used with a customer?
Question 33.Which of these is NOT an important communication skill to develop in the customer service setting?
Question 44.Knowing your products and services _____, _____, and _____.
Question 55.Why do some organizations include their call center response times in promotional materials?
Question 66.Why are excellent communication skills important?
Question 77.What is an example of a hard skill in the customer service field?
Question 88.Which of the following soft skills are key components of providing good customer service?
Question 99._____ is the process of ensuring that customers are satisfied with the products and services they're being offered.
Question 1010.Why do you need technology skills in customer service?
Question 1111.What is the definition of hard skills?
Question 1212.Why is it important to have time management skills in customer service?
Question 1313.What is the goal of empathetic listening?
Question 1414.Customers appreciate customer service team members who are _____.
Question 1515.Which of the following is NOT one of the characteristics of good customer service?
Question 1616.Which of the following is the BEST definition of knowing your products and services?
Question 1717.According to the lesson, what type of interaction do customers get at a customer service station?
Question 1818.Which of the following is NOT a type of customer service discussed in the lesson?
Question 1919.Which of the following are important components of good communication as it relates to customer service:
Question 2020.What does clear and effective speaking do?
Question 2121.What does speaking politely to your customer show them?
Question 2222.How do technical customer service professionals help customers?
Question 2323.When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.
Question 2424.Customer service teams have the ability to positively influence customers by which of the following?
Question 2525.Why are software system skills important when hiring for a customer service position?
Question 2626.What role does empathy play in providing good customer service?
Question 2727.Which of the following is the BEST explanation for why knowing your products and services creates value?
Question 2828.Who or what should set the initial tone before the interaction occurs?
Fundamental Customer Service Skills Chapter Exam Instructions
Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back
to them later with the "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will
appear. Click it to see your results. You will lose your work if you close or refresh this page. Good luck!