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Soft Skills for Customer Service 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. Why do some organizations include their call center response times in promotional materials?

Question 2 2. Which of the following represents two broad categories of interpersonal interactions?

Question 3 3. Which of the following is NOT an example of an interpersonal interaction skill used when responding to conflict?

Question 4 4. According to the lesson, what type of interaction do customers get at a customer service station?

Question 5 5. Which of the following is NOT a type of customer service discussed in the lesson?

Page 2

Question 6 6. In order to demonstrate good listening skills, which of the following would you be careful to NOT do?

Question 7 7. How do technical customer service professionals help customers?

Question 8 8. Non-verbal interpersonal interactions involve all of the following, EXCEPT:

Question 9 9. Which of the following would NOT be an example of verbal interpersonal interactions?

Question 10 10. Which of the following is NOT one of the characteristics of good customer service?

Soft Skills for Customer Service 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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