Login
Copyright

Fundamental Customer Service Skills Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "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. Good luck!

Page 1

Question 1 1. What is advocacy in customer service?

Question 2 2. When can reflective listening be used with a customer?

Question 3 3. Which of these is NOT an important communication skill to develop in the customer service setting?

Question 4 4. Knowing your products and services _____, _____, and _____.

Question 5 5. Why do some organizations include their call center response times in promotional materials?

Page 2

Question 6 6. Why are excellent communication skills important?

Question 7 7. What is an example of a hard skill in the customer service field?

Question 8 8. Which of the following soft skills are key components of providing good customer service?

Question 9 9. _____ is the process of ensuring that customers are satisfied with the products and services they're being offered.

Question 10 10. Why do you need technology skills in customer service?

Page 3

Question 11 11. What is the definition of hard skills?

Question 12 12. Why is it important to have time management skills in customer service?

Question 13 13. What is the goal of empathetic listening?

Question 14 14. Customers appreciate customer service team members who are _____.

Question 15 15. Which of the following is NOT one of the characteristics of good customer service?

Page 4

Question 16 16. Which of the following is the BEST definition of knowing your products and services?

Question 17 17. According to the lesson, what type of interaction do customers get at a customer service station?

Question 18 18. Which of the following is NOT a type of customer service discussed in the lesson?

Question 19 19. Which of the following are important components of good communication as it relates to customer service:

Question 20 20. What does clear and effective speaking do?

Page 5

Question 21 21. What does speaking politely to your customer show them?

Question 22 22. How do technical customer service professionals help customers?

Question 23 23. When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.

Question 24 24. Customer service teams have the ability to positively influence customers by which of the following?

Question 25 25. Why are software system skills important when hiring for a customer service position?

Page 6

Question 26 26. What role does empathy play in providing good customer service?

Question 27 27. Which of the following is the BEST explanation for why knowing your products and services creates value?

Question 28 28. 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!

Developing Strong Customer Service Skills  /  Business Courses
Support