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Customer Service Challenges 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. Which of these is NOT a challenge associated with providing telephone customer support?

Question 2 2. To enunciate means to do what?

Question 3 3. When working with a script, you should:

Question 4 4. Which of these will NOT help you provide good telephone customer service?

Question 5 5. To show empathy in telephone customer service means to do what?

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Question 6 6. Which type of abuse might customer service representatives experience?

Question 7 7. Mary is irate. She is returning a shirt that she washed in hot water and it shrank, although the tag clearly states that the shirt will shrink. What can a customer service representative apologize for to help?

Question 8 8. What should you require from and give to customers in customer service?

Question 9 9. How does listening diffuse angry customers?

Question 10 10. What option below is an unhealthy stress management technique?

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Question 11 11. Choose which statement is true about the empathize and apologize stage.

Question 12 12. Sammy is approached in the store by an angry customer. He wants to tell the customer he's sorry she's having a problem. At which step in the customer complaint process is he?

Question 13 13. In which stage in the customer complaint process should we gather information on our product's reliability?

Question 14 14. Choose the best answer to explain the main purpose of following up with a customer after a complaint.

Question 15 15. Unfortunately, not all issues can be resolved immediately. Choose the best course of action in this situation.

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Question 16 16. The problem of over-scripted communications can be resolved by doing what?

Question 17 17. All of these constitute overworking an employee EXCEPT:

Question 18 18. This type of customer service ''bad'' behavior can make a consumer feel that they're unimportant.

Question 19 19. If a customer is getting upset or angry, which of these techniques can help diffuse the situation?

Question 20 20. Imagine you're a customer service manager, dealing with a difficult employee. She refuses to serve customers quickly, keeps an untidy desk and exhibits lazy behaviors such as failing to index receipts. Which of these common barriers might be this employee's problem?

Customer Service Challenges Chapter 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!

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