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Customer Service Representative -
Practice Test with A+ Graded Answers.
- What is the best reason for demonstrating confidence? - Correct Ans: โ
Demonstrating confidence puts you in control of calls.
- What is the best description of paraphrasing? - Correct Ans: โ
Paraphrasing is using your own words to confirm your understanding of what the customer has said.
- You have asked a customer to reboot his or her computer. What is the best way to use silent time? - Correct Ans: โ
Review the call history.
- What information should be documented for every case or incident? - Correct Ans: โ
All information pertaining to attempted and successful resolutions.
- What is the best reason for logging all incidents? - Correct Ans: โ
Logging incidents provides information that can be reused.
- What is the most likely benefit of recording all incidents? - Correct Ans: โ
Recording all incidents allows the support center to be proactive.
- You have just received a customer call, but there are other team members laughing and joking in your area. What is the best course of action? - Correct Ans: โ
Ask your team members to please quiet down before answering the phone.
- What is the best reason for having security policies in the
support center? - Correct Ans: โ
Security policies protect the company and its customers.
- What is the best example of active listening? - Correct Ans: โ
Taking notes while you talk to the customer.
- What is the purpose of asking open-ended questions? -
Correct Ans: โ
Open-ended questions attempt to obtain elaboration or narrative.
- Which message follows best practices for writing business
e-mails? - Correct Ans: โ
Dear Sarah, we have completed the work you requested on Mr. Smith's printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.
- What is the best reason for empathizing with a customer?
- Correct Ans: โ
Empathizing with a customer lets the customer know that you understand how he or she feels.
- When is it most appropriate to escalate incidents to a
supervisor? - Correct Ans: โ
Escalate an incident if the incident has a high business or financial impact.
- What is the best description of a team? - Correct Ans: โ
A team is a group of people working as one unit.
- What is the most likely benefit of asking closed-ended
questions? - Correct Ans: โ
Asking closed-ended questions allows you to obtain specific information.
- What is a best practice to follow when closing a customer
case? - Correct Ans: โ
Send the customer a written confirmation of the customer case closure through e-mail.
- Which is the best reason for using a standard greeting
when answering telephone calls? - Correct Ans: โ
Promotes the image of the support center.
- What is the most important benefit of active listening? -
Correct Ans: โ
Active listening improves the quality and details of call documentation.
- What is a best practice for obtaining assistance when supporting a customer whose primary language is different
than yours? - Correct Ans: โ
Obtain assistance when frustration levels are increasing.
- What action should be "AVOIDED" when helping a
customer on the phone? - Correct Ans: โ
Requesting that the customer repeat documented information.
- What is the best practice for effectively managing your
time? - Correct Ans: โ
Familiarize yourself with the time it takes to complete routine tasks.
- Which is a likely cause of work-related stress? - Correct
Ans: โ
Lacking knowledge and training.
- Which is the best reason for using a standard greeting
when answering telephone calls? - Correct Ans: โ
Promotes the image of the support center.
- If the customer is apologetic and seems very concerned about how you will respond to their question, what competency level is S/he at? - Correct Ans: โ
Unconscious Incompetence
- If the customer briefly describes his/her problem and then tells you what the fix should be, what level is S/he at? - Correct Ans: โ
Conscious Competence
- What is a procedure? - Correct Ans: โ
A procedure is a documented set of steps required to produce a desired result.
- What is Quality Assurance? - Correct Ans: โ
A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers take place as planned.
- What are three major components of Emotional
Intelligence? - Correct Ans: โ
๏ท Self-Awareness ๏ท Emotional Management of Self of Others ๏ท Emotional Connection
- An emotional hi-jack occurs when? - Correct Ans: โ
There is a perceived threat, whether it is real or imagined, from a situation or person.
- What is Total contact ownership? - Correct Ans: โ
A best practice procedure that dictates that the customer service representative who takes the initial customer service request or incident will continue to work on the request and follow up with the customer until that issue is resolved to the customer's satisfaction.
- What is the primary reason for implementing total
contact ownership? - Correct Ans: โ
To ensure customer service satisfaction and the ability to deliver on promised service levels.
- What are the benefits of using cross-selling and up-selling
techniques? - Correct Ans: โ
An increase in sales volume and customer loyalty.
- A serious incident has occurred. The solution team assigned to the incident is unable to resolve it within the agreed-upon time frame. The incident is escalated to the incident manager. What type of escalation is this? - Correct Ans: โ
Hierarchical Escalation
- Recognizing that a customer's psychological needs must
be met when resolving incidents is called? - Correct Ans: โ
Customer Call Differentiating
- What is the best way to minimize conflict with a
customer? - Correct Ans: โ
Remain friendly towards the customer.
- A talkative customer can result in extended call times. What is the best practice for disengaging from a customer? - Correct Ans: โ
Recap the customer's actions.
