Customer Service Business Management

Customer Service Business Management

University

31 Qs

quiz-placeholder

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Customer Service Business Management

Customer Service Business Management

Assessment

Quiz

Professional Development

University

Easy

Created by

Josue David Moya Navarro

Used 1+ times

FREE Resource

31 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What is one of the best outcomes of a customer interaction according to the concept of empathy?

The customer feels heard and understood.

The customer receives an immediate solution.

The customer perceives enthusiasm in the representative's tone of voice.

2.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What is the difference between hearing and listening?

Hearing is intellectual; listening is physical.

Hearing is physical; listening is intellectual.

Hearing and listening are the same.

3.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

How should guiding questions be used?

To pressure callers to make a decision.

To guide indecisive callers towards a decision without pressuring them.

To repeat the caller's last statement.

4.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What is one of the greatest needs of a customer?

To feel heard and treated fairly.

To receive a quick resolution.

To have their facts validated.

5.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What demonstrates resilience in customer service?

Avoiding adverse situations to stay motivated.

Staying calm, recovering quickly, and not showing discouragement.

Expressing frustration to help customers understand the difficulty of the situation.

6.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

What is the 'Y...' technique used for?

To gather information without making callers feel interrogated.

To ask abrupt questions for quick answers.

To close the conversation quickly.

7.

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

How should disguised responses be interpreted?

Discussing with the caller to clarify their needs.

Asking sincere questions to discover the real need.

Assuming the caller's intention.

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