CUSTOMER SERVICE

MOCK EXAMINATION

JANAURY

TIME ALLOTTED: 1 and HALF HOUR

ALL CAMERAS MUST BE ON!

________________________________________

Instruction: Answer all questions by circling the correct response.

1. Which of the following situation is NOT an appropriate strategy to deal with difficult

visitors?

A. Being patient with nervous visitors

B. Maintaining eye contact with handicapped or disable persons

C. Remaining calm, tolerant and open-minded with the rude and angry visitors

D. Being abrupt with persistent visitors

2. These persons rely on you to complete his or her own work.

A. Internal Customer

B. External Customer

C. Frequent Customer
 D. Visiting Customer

3. When using the telephone, you should __________ before answering.

A. Grimace

B. Smile

C. Listen

D. Eat

4. As you communicate with customers you will ask them questions in order to understand

their needs. Which of the following is a type of questioning technique that you could apply

to allow customers to further explain their needs?

A. Closed questions

B. Open questions

C. Hypothetical questions

D. Rhetorical questions

5. Which is the CORRECT order for processing an incoming call?

i Give appropriate feedback to calling party

ii Greet person

iii. Identify place of business

iv. Listen to the request

A. i, ii, iii, and iv

 B. i, iv, ii, and iii

C. i, iv, i and iii

D. iii, ii, iv and I

6. If a customer keeps on glancing at his watch, which of the following needs listed below

would be the most appropriate to describe him

A. He is very hungry

B. He is in a hurry

C. He is very angry

D. He is very happy

7. Which of the following is NOT a method of gathering customers feedback?

A. Social media

B. Advertisement

C. Face to Face

D. Toll free numbers

8. Which of the following is NOT an Ethical principle?:

 A. honouring commitments to clients

B. adherence to established standards

C. making profit for the company at any cost

D. social and environmentally responsible behaviour

9. Which of the following statement will NOT damage an organization's reputation:

A. By not honouring its commitments

B. By not delivering on its promise

C. By being dishonest with employees

D. By Listening to customer

10. This is a fundamental need of the customer.

A. Need for timely service

B. Need to feel loved

C. Need for lots of hugs

D. Need to get affection

11. You should listen to the customer to learn the __________. *

A. Customer’s Name
 B. Customer's Day Off

C. Customer's Needs

D. Customer's Date of Birth

12. A client called to speak with the supervisor about a new product. The supervisor is out of

office. What important message details should be recorded?

A. Caller's name, date, and time of call

B. Time of call, contact information, a brief message

C. Date and time of call, caller's contact information, a brief message

D. Time of call and a brief message

13. When collecting information that will be used for decision making in your organization, you

should ensure that the information meets established criteria. One such criterion is reliability.

Reliability refers to the information being

A. new and recent

B. valid

C. accurate

D. consistent in its result

14. Why is it important to adopt good business ethics as a Customer Service Agent? It

A. improves manager/worker relationship.

 B. gives workers a clear understanding of the firm's goal

C. develops consumer trust and respect for the company

D. improves the quality of the company's goods or services.

15. Your manager has suggested that you 'archive' your emails from time to time. What do you

understand from this statement?

A. Delete all suspicious mail

B. Preserve the mail and make it searchable

C. Send the mail to your email address, for future use

D. Restore the email

16. You receive a call from a customer who has an accent that is difficult for you to understand.

How should you treat this call?

A. Release the call as you cannot understand what the person is saying

B. Refer the customer to seek the assistance of a translator then call back

C. Ask the customer to speak a little more slowly and/or ask them to repeat where necessary

D. Transfer the call to another customer service representative

17. If a hazard is recognized in the office, you would:

A. report it to the maintenance department

 B. ask co-workers if it has had any effect on them

C. try to fix the hazard yourself

D. ignore the hazard as it is not your job

18. __________ decide whether an organization lives or dies.

A. Visiting Customers

B. External Customers

C. Internal Customers

D. Frequent Customers

19. John Brown, a call center operator has received a call from a customer who is very angry

about a service she has received that needs to be resolved. John tries to calm the caller down and

promised to investigate the matter while she holds but she refused his request. What can John do

to alleviate the problem?

A. Take caller's contact details; research the information

B. Place the caller on hold; research the information

C. Place the caller on hold; serve another customer

D. Take caller's contact detail; call back with the information

20. Which of the following statements is the MAJOR reason for a customer service charter:

A. The profit the manager of the company receives

 B. Higher quality service

C. The standard of service offered to a customer

D. profit generated from existing and new customers

21. After a document was typed, the first paragraph needed to have been repeated at the end of

the document. The BEST way to do this is to

A. highlight the paragraph, click on cut icon, place cursor at the end of document, click paste

B. highlight the paragraph, click on delete button, place cursor at the end of document, click

paste

C. highlight the paragraph, click on copy icon, place cursor at the end of document, click paste

D. highlight the paragraph, click on the format painter icon, place cursor at the end of

document, click paste

22. When a customer is making a complaint, it is important to:

A. Look at the ceiling

B. Tap the desk impatiently

C. Roll your eyes

D. Listen attentively

23. When a Customer Service Representative is answering an outside call that has been re-routed

by a switchboard operator, he or she should reply by

 A. saying "hello" to ensure that the caller is on the line

B. stating the name of the organization and a greeting

C. asking the caller for his/her contact details

D. stating his/her name, the department and a greeting

24. A customer telephoned the company to make some inquiries. If the customer service agent is

unable to provide the information, he/she should

A. tell the caller that he/she cannot assist at this time

B. put the caller on hold and search for the requested information

C. ask the caller to call the department which deals with enquires

D. ask the caller to be put on hold, ask someone else to assist and transfer the call

25. If a customer asks you a question and you don't know the answer, the winning words or

phrase is:

A. Please speak to another CSR

B. I have absolutely no idea

C. Allow me to check and get back to you

D. Other

26. Which of the following legislative requirements would you be expected to adhere to in

handling customers information?

 A. Code of law

B. Social etiquette

C. Social self-dealing

D. Privacy Act

27. A brochure is a type of __________ communication.

A. Speech

B. Paper

C. Book

D. Written

28. If a customer is in the line and is pacing the place, sighing frequently and checking his/her

watch, this could mean that the person is:

A. Sad

B. Nervous

C. Impatient

D. Happy

29. If an agent should be asked a question while carrying out a survey and he or she is unable to

respond, you would recommend that the agent.

 A. tell the caller that the person to answer the questions is in a meeting and advise that the

question cannot be answered

B. tell the caller that the person is in a meeting but he may hold if he wishes as the person

may or may not be out shortly

C. escalate the call to an appropriate person who can respond to the question

D. ask the caller to hold and demand that the appropriate person steps out of the meeting

briefly and take the call

30. If an email you tried to send to a coworker is returned to your mailbox you should:

A. delete it immediately

B. check the email address

C. send it without the attachment

D. leave it until the next day and try again

31. Which of the following rules apply to the introduction of visitors?

A. Keep the visitor informed if there is a delay

B. Introduce the visitor by their first name only

C. Try not to be rude

D. Make sure you have the correct pronunciation of the visitor's name

32. Which of the following is the CORRECT procedure for transferring calls?
 A. Immediately transfer the call and hang up

B. Ask the caller to hold, transfer to the required extension, and hang up

C. Ask the client to hold, dial the extension, convey information on caller, release the call

D. Advise the client that the call will be transferred, call the extension and transfer the call

33. Which of the following are key qualities requirements in the customer service agent role as a

professional?

A. arrogant, self-confident, self-assured; attentive

B. well-groomed, assertive, unreliable; punctual

C. punctual, reliable, orderly-minded; well groomed

D. talkative, source of information, observant; loyal

E. Other:

34. Answering "Yes" or "No" is an example of a/an __________ question.

A. Open-ended

B. Closed-ended

C. Open-closed

D. Closed-opened

35. Which of the following is NOT good communication and conflict resolution technique?
 A. Being careful about what you say and how you say it

B. Communicating in a way that facilitates a problem-solving climate

C. Pretend to be actively listening, so that you don't upset the other person

D. Summarize what you discuss and make plans to discuss resolution

36. When having a telephone conversation, one is able to ascertain the feeling/mood of the other

party by

A. listening to the facts presented

B. looking at their facial expressions and gestures

C. listening to the tone and pitch of the person's voice

D. speaking in a well-modulated voice

37. Which of the following BEST describes how information is to be properly conveyed to

visitors to an organization? Information should be

A. Information should be accurate and precise to the subject matter

B. Information should be `presented courteously and in detail

C. Information should be courteous. logical, and clear

D. Information should be presented courteously, clear, adhering to company guidelines

38. __________ the customer's name when conversing if you know it.
 A. Ignore

B. Look

C. Use

D. Wave

39. Effective objectives possess the following characteristics EXCEPT:

A. measurable

B. attainable

C. incapable

D. possible

40. Identify the option that is NOT a precaution for controlling risk in the workplace.

A. Remove all obstacles

B. Wear the correct shoes

C. Minimize electromagnetic radiation

D. Ignoring objects that cause accidents and spills

41. State what the acronym PROFFESSIONAL stands for

 A. Pine, Raspberry, Orange, Fruit, East Indian, Star apple, Strawberry, Indian Prune, Olive

Fruit, Naseberry, Apple, Lemon

B. Prompt, Respectable, Orderly, Fantastic, Excited, Smooth, Sassy, Intentional, Orientated,

Nice, Attentive, Loyal

C. Punctual, Reliable, Orderly-minded, Friendly, Enthusiastic, Self-confident, Source of

information, Interesting, Observant, Neat, Attentive, Loyal to the organization

D. Punctual, Reliable, Orderly-minded, Friendly, Enthusiastic, Self-confident, Source of

information, Inventive, Observant, Neat, Attitude, Loyal to the organization

42. Why is it important to have a good customer policy?

A. It makes the business look bright

B. A policy is must

C. Increase Customer retention

D. Helps to put the boss at ease

43. How do you identify an assertive customer?

A. Never gives you a chance to talk

B. Very knowledge and business like

C. Very laid back

D. Angry

44. What are the components of the communication cycle

A. Source, Encoding, Channel, Decoding, Receiver

 B. Source, Engraving, Channel, Decoding, Receiver

C. Source, Encoding, Choice, Decoding, Receiver

D. Source, Encoding, Channel, Decoding, Reviving

45. Name the customer needs

A. Greet, Seen, Invited

B. Welcome, understand, recognized, important, timely manner

C. Welcome, understand; reach out to, important, timely manner

D. Welcome, understand, recognized, incompetent, timely manner

THE END