Customer Service MCQs
Customer Service MCQs
Our experts have gathered these Customer Service MCQs through research, and we hope that you will be able to see how much knowledge base you have for the subject of Customer Service by answering these multiple-choice questions.
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1: When a new customer arrives at your business, what should you do first?
A. Smile and greet them.
B. Start your product pitch
C. Shake their hand
D. Wait for them to approach you
2: Which is not an example of active listening?
A. taking notes
B. repeating key points
C. interjecting when the solution to a problem becomes apparent
D. phrases like "of course," "go on," etc.
3: An organization"s employees, management, board members are what kind of customer?
A. They are not customers
B. External
C. Internal
4: When you can not provide a customer with an immediate solution, what should your next step be?
A. Take a message and ensure they will receive follow-up contact to resolve the issue
B. Offer a cash refund to make the problem disappear
C. Ask them to call when you know a manager will be around
D. Explain in detail why you are unable to supply help and apologize profusely
5: Which of these words/phrases would not be taken too positively by customers?
A. I will try my best.
B. You are most welcome.
C. Certainly.
6: Which of these should you refrain from doing when addressing a customer complaint?
A. echo and clarify the problem
B. keep your tone of voice calm and positive
C. Interrupt
D. arrange a solution
7: If a customer does not say "thank you" you should:
A. remind them to be grateful for your help
B. repeat how you helped them until they thank you
C. treat them the same as if they did say "thank you"
D. politely end the call as quickly as possible
8: As a customer service representative you should:
A. Only answer the phone when you are feeling good.
B. Consider yourself as a leader of the company's front line communications with customers.
C. Take as many etiquette courses as possible.
D. Process as many customers as possible every hour regardless of outcome.
9: True or False: Inclusion of your name is not a necessary in greeting a customer.
A. False
B. True
10: Customer complaints can be a positive resource for a company because...
A. they identify possible areas of improvement within the company
B. they fill support quotas, which keeps the need for support jobs intact
C. they identify "problem customers" to be avoided in the future
D. Customer complaints never have a positive effect.
11: The appearance of a Customer Service Representative should not include
A. Professional Clothing
B. A uniform
C. Mangled hair
D. Groomed hair
12: The most important skill in customer service is:
A. explaining solutions
B. active listening
C. good vocabulary
D. thinking quickly
E. complementing the customer
13: When a caller immediately asks for a supervisor, you should:
A. Place them on hold until they hang up
B. Tell them you ARE a supervisor.
C. Follow company procedure for escalating calls.
D. Immediately transfer them to your supervisor
14: Customer service refers to a company's _______ interactions.
A. external
B. internal
C. internal and external
15: While an angry customer confronts you, remember not to
A. Take it personally
B. Show empathy
C. Stay calm
D. Show urgency
16: If you are unable to quickly solve a problem you should:
A. place the customer on hold
B. offer to contact them shortly with a solution
C. ask the customer to call back later
D. inform the customer that you are unable to help them
17: If a customer relays expectations set up by a false promise made by a sales rep, you should...
A. Own the mistake on their behalf and correct the inaccuracy
B. Ally with the customer by dismissing the sales rep who will say anything to convert a sale.
C. Convince the customer they misinterpreted the sales rep's words
D. Claim their expectations will be fulfilled in the near future
18: What is an acceptable amount of time lapsed to greet a customer?
A. Immediately
B. 1 minute
C. When they look like they need assistance
D. 2 minutes
19: While obtaining a request from a customer, which is suggested?
A. Repeat back to them to clarify understanding
B. Suggest another employee to speak to
C. Nod to show understanding
D. Jump to the task right away
20: What is a call center?
A. The midpoint of a service call
B. A centralized location where customer calls are addressed
C. market research into a consumer base to identify the "center customer" (the company's most stereotypical customer)
D. None of these
21: Which of these is NOT a key element to good customer service?
A. Stick with the complaint until a resolution is reached.
B. All of these are key elements to good customer service
C. Know your product.
D. Be available.
22: An effective way to approach a problem is:
A. Call upon other reps to support your stance
B. Offer an alternative solution to please your customer
C. Bring it to a supervisor
D. Ignore unreasonable requests and address the core issue
23: After recognizing you have made a mistake, which is the best course of action?
A. Just provide an apology
B. Divert the customer's attention to something else
C. Admit to the mistake and right the wrong
D. Hope it was not recognized by the customer
24: When dealing with customers who are more knowledgeable in Technology and use jargon, what is the best way to interact with them?
A. Compete with them and act superior so the company does not look bad.
B. Ignore them.
C. Tell them if they are done so we can proceed with the precise solution.
D. Escalate the call to some one who would enjoy a challenge.
E. Complement them on there vast knowledge and be open to learning.
25: When should you escalate a situation to a manager?
A. When you have made an effort to resolve but could not
B. When you can not attempt to form a resolution
C. When you have the know-how to make a decision
D. When a delay is not detrimental to the situation
26: The best way to calm an irate customer is to...
A. explain, act, and apologize.
B. listen, apologize, and act.
C. apologize, react, and explain.
D. listen, explain, and react.
27: The most _________ service agents on the team tend to get the best reviews from customers.
A. intellectual
B. senior
C. technically inclined
D. patient and personable
28: When a customer asks a lot of questions and takes up a lot of time, it is best to
A. Suggest they come back another time
B. Be patient
C. Answer quickly as possible
D. Explain you are busy
29: What does the phrase "Killing them with kindness" mean?
A. Smiling and nodding till they give up
B. Showing understanding and sympathy to calm down the customer
C. Being kind to further aggravate
D. Being kind until they walk away
30: While greeting a customer, it is best to
A. Be overly excited
B. Give a big "Hello"
C. Wear a smile
D. Be close up and face to face
31: Which customer segment will trust your company more?
A. Customers that have never had a problem with your product
B. Customers that received efficient resolution to a problem with your product
32: What is an effective strategy to deal with difficult customers?
A. Ignore all negative comments and questions
B. Let your manager deal with them
C. Match their complaints with subtle sarcasm
D. Don't take it personally
33: Which is the best way to uncover customer needs?
A. Wait for a complaint
B. Answer their questions
C. Ask questions and listen to the answers.
D. Watch what they are doing
34: Customers who complain want . . .
A. Something for nothing
B. To be heard and have their experience validated
C. To be made majority shareholders in the company
D. To vent for the sport of it
35: A good customer service representative:
A. Always makes a customer laugh.
B. Knows the company hierarchy and who to blame for the problem.
C. Goes the 'extra mile' and tries to exceed service expectations.
D. Knows that the customer usually doesn't have a problem, that they just want a better deal.
36: When meeting a customer at your place of business you should:
A. Wait for them to bring up a problem.
B. Make sure they have an appointment.
C. Ask them to wait until you are off the phone.
D. Smile and make eye contact.
37: Which is one way to calm down an angry customer?
A. Interrupt them and give them suggestions
B. Let them vent, then find the root problem to solve
C. Acknowledge that they are going overboard
D. Give them a discount
38: When you are asked a question you don't know the answer, which is the best response?
A. Saying, "I don’t know"
B. Saying "That is a good question. Let me find the answer for you."
C. Providing an answer you think may be correct
D. Saying the best thing that comes to mind at the moment
39: When faced with a disgruntled customer, which is NOT recommended?
A. Clarify your understanding
B. Mirror their tone even if it is argumentative
C. Listen to their complaint
D. Ask them questions
40: A father walks in with his two girls. you see one of the girls age 7 picks up a product and put it in her pocket, the father is unaware. What do you do?
A. Grab the child and pull the product out her pocket and show it to security cameras.
B. Call the Father aside and quietly and politely inform him of whats happened and if he can speak to his kids.
C. Let the family walk out the shop and keep quite. Its not worth it.
D. Wait for the family to leave the shop and then apprehend them, ask the father to take the product out the kids pocket, then escort them back to the shop and wait for police.
41: When attempting to convince a potential customer to buy a product, what is the most important thing to be kept in mind?
A. Offer him/her the best deal
B. Matching his/her needs to the best possible product/service.
C. Making a sale at any cost.
42: When you make a mistake as a customer service representative you should:
A. Tell the customer you don't know how to help them and apologize.
B. Cover it up and hope the customer believes you.
C. Say this is company procedure and ask if they would like to talk with a manager.
D. Admit the mistake and offer to make it right.
43: When a customer is talking a lot you should:
A. Transfer the customer to somenone who has time to listen.
B. Interrupt the customer and tell them you'll solve their problem.
C. Pay attention and use active listening skills.
D. Try to multitask and get other work done.
44: When transferring a customer to another agent, you _____ stay on the line until the new agent has picked up the phone.
A. should
B. do not need to
C. should not
45: A customer is having trouble following your instructions. You should:
A. personally guide them through the process one step at a time
B. give them additional instructions
C. give them the instructions again
D. none of the above
46: You should take notes when fielding a customer complaint.
A. False - to most customers, you come off as distracted / disrespectful
B. True - it will help you remember all the details of the complaint
47: True or false? Smiling into the phone can give your voice a more positive inflection.
A. True
B. False
48: Which of the following traits is NOT useful for customer service?
A. adaptability
B. friendliness
C. empathy
D. aggression
49: An important task should be to
A. Make comfortable chit chat
B. Grab the customer's attention
C. Understand the customer's wants and needs
D. Show products
50: When face to face with an angry customer, you should:
A. Make eye contact and listen intently
B. Look away to reduce discomfort
C. Cave in to their demands to end the interaction promptly
D. Match the volume of their voice
51: Why is eye contact important?
A. It shows you are subservient to the customer
B. It eliminates distractions and tangents in your conversation
C. It lets customers know you are paying attention to them
D. Lack of eye contact is seen as unnatural
52: What can you do when a customer is not getting to the point?
A. Ask them to get to the point
B. Be patient
C. Look at your watch
D. Finish their sentences
53: Which is the BEST way to put a caller on hold?
A. "I have to take this other call; it's important. I'll be back."
B. "Ugh, it's an annoying person. Just a sec."
C. "Could you please hold? Thank you."
D. "Hang on. I'm putting you on hold."
54: Whether giving customer service in person or over the phone, one of the primary qualities you must have is:
A. Work Fast
B. Patience
C. Multilingual
55: The first person a customer encounters can be considered the "face of the company"
A. True
B. False
56: Why do most companies have a customer service department?
A. To socialize with their customers.
B. To keep a track of their customers
C. To solve customer issues and render excellent after sales service
57: You should avoid raising your voice to customers. True or False
A. True
B. False
58: Never pay attention to the customer when conversing
A. False
B. True
59: Obtaining regular feedback can
A. be too time consuming
B. provide useless information
C. Improve customer service
D. encourage too many complaints
60: True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.
A. True
B. False
61: True or false? Smiling while on the phone can positively affect the impression a service provider makes.
A. False
B. True
62: What should you do if a customer does not understand your point?
A. Hope they will catch up.
B. Try explaining it in other words until you achieve their full understanding.
C. Stop talking and tell them that they will understand better later.
D. Keep going with whatever you are doing.
63: When a customer expresses a complaint what should you do?
A. Be skeptical
B. Listen to their concerns, and try to rectify the problem.
C. Investigate further
D. Dispute their claim
64: CRM stands for:
A. Communicating Random Meaning
B. Customers Rudimentarily Managed
C. Customer Relationship Management
D. Customers Rarely Matter
65: You should never apologise to a customer. True or False
A. False
B. True
66: Positive body language can improve communication.
A. False
B. True
67: A caller can tell you are sincere by your tone and pitch.
A. False
B. True
68: Customers generally appreciate follow-up communication after a customer service call.
A. False - the majority of customers find it pushy
B. True - it drives home the impression of great service
69: What must happen after making a promise to a customer?
A. Confirm your promise with the customer
B. Nothing, no need to actually follow through
C. Deliver on the promise
D. Provide information to your Manager
70: You should give a customer _______ to solve a problem.
A. an automated machine
B. None of these
C. a directive
D. options
71: What does providing outstanding customer service mean?
A. Going above and beyond expectations
B. Following your company's customer service guidelines
C. Successfully completing your job duties
D. Acting as a classic Customer Service Representative
72: The hostess at a restaurant is an example of _________.
A. front line staff
B. internal customer support
C. an internal help desk
D. support staff
73: How do complaints affect a company?
A. They waste time and resources of the organization.
B. They help the company identify the problems in the service/product.
C. They degrade the reputation of the company.
74: Is the customer always right?
A. true
B. false
75: If your company consistently takes a long time to answer support calls, the customer gets the impression...
A. your company must be huge and profitable, because it handles calls nonstop
B. you are working hard and will provide great support when their time comes
C. you are too busy to handle your business
D. This has no effect on customer mindset.
76: A customer asks you about a product that might be in your store. You know very little about it. What do you do?
A. Ignore the customer
B. Tell the customer you don't know anything about the product and that you will find the information they need for them.
C. Ask your supervisor what to do
D. Tell the customer that the product is sold out
E. Tell the customer about a similar product.
77: When should you apologize to an angry customer?
A. After you have listened to their complaint
B. As soon as you can tell that they are angry
C. After you personally have done something wrong
D. When they demand a manager
E. At the end of the call
78: The goodbye greeting is important because it
A. Brings closure to the sale
B. Is expected
C. Is nice
D. Gives the last impression
79: Which is not part of active listening?
A. Repeating
B. Reflect understanding
C. Forming assumptions
D. Paraphrase what was heard
80: What is active listening?
A. None of these
B. It is when a telemarketer actively takes notes during a conversation
C. It is when the listener uses feedback to affirm that they are listening
D. It is when the listener gets a customer to do something in order to relax them
81: When a customer asks in person where something is, it is best to...
A. Tell them in detail where it is
B. Take them to where it is
C. Provide the general area to find the item
D. Point to the location
82: If it becomes necessary to put a customer on hold,
A. apologize for the delay upon returning, particularly if they are on hold for more than 60 seconds.
B. ask if it is OK prior to doing so.
C. provide an option for a call-back in lieu of placing them on hold if the anticipated hold time is expected to be lengthy (more than one to two minutes).
D. all of these
83: Why is the lifetime value of the customer so important?
A. It estimates the number of sales per customer
B. It provides an exact dollar amount of sales
C. It estimates the profits made over the life of a customer
D. It estimates customer's yearly spending
84: Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.
A. Mirroring and Matching
B. Imitation Soothing
C. Watching and Reflecting
D. Copying and Pasting
85: Upset customers tend to calm down if you _________.
A. offer a sincere apology
B. let them know they're not alone with their product troubles
C. let them have their space
D. refer the issue to a higher authority
86: The key to customer service is to __________.
A. pitch as many products as possible
B. make sure the customer gets as little money back as possible
C. provide the customer with as many possible solutions as possible
D. match the perceived needs with the best possible solutions
87: A sales team and a customer service team should be _______.
A. closely tied together
B. clearly seperated
C. one team performing both services
88: If a customer calls with a technical problem, what should be your first action to address the issue?
A. Ask initial questions designed to assess their level of technical competency
B. Ask them to put the most technologically inclined member of the household on the phone
C. Ask them what they think is the cause of the problem
D. Ask them to visit your help documentation online to follow along with the solution
89: As a speaker, one of your jobs is to:
A. Project confidence (even bravado) to control the topic of conversation
B. Ensure listener understanding
C. Divert attention from customer's skepticism so they don't talk themselves out of a purchase
D. Always get the last word on a topic
90: It is important for a customer service representative to:
A. be neutral emotionally
B. be as informal as possible
C. reflect their company's culture
D. be as formal as possible
91: When assisting an angry customer, you should always:
A. Ask the customer to assist in creating a solution
B. Tell the customer you will ask someone what can be done
C. Tell the customer what the solution is
92: What is the lifetime value of a customer?
A. A prediction of the referrals a loyal customer will generate
B. None of these
C. A prediction of the overall positive feeling a happy customer can bring to a business
D. A prediction of the net profit a customer relationship will provide over time
93: Which of the following is an example of reactive customer service?
A. Sending a customer a promotional email
B. Getting the customer to purchase more items after the issue is resolved
C. Persuading a customer into making a referral
D. Replacing a malfunctioning product
94: What is the definition of a truly customer service oriented company?
A. the customer service department addresses complaints with a 98%+ satisfaction rate
B. the company assigns a dedicated service rep to each individual customer
C. the company gives reimbursements even in cases where the issue was solved
D. customer service is addressed by every department
95: Generally speaking, a customer service representative should start a conversation with _________.
A. evaluative questions
B. elaborative questions
C. analytic questions
D. elementary questions
96: You work for a furniture company and a customer calls asking what finishes you offer. You list them to the customer. The customer then asks "do not you also offer ____?" you are not sure so you.......
A. You tell them you don't think so and don't take time to check so you can move on to the next call.
B. Ask them to hold one moment while you double check.
C. You yell over to the next cubicle and ask that person if the company offers that finish.
D. You tell them that you indeed offer that even though you aren't sure but you believe it is correct..
97: You receive a call from a customer asking if they order has been shipped. You.....
A. You tell them to hold on just a minute while you check.
B. Ask if they would mind being placed on hold while you checked.
C. You place them on hold while you check.
D. You say "hold on"
98: A customer phones in to check on the progress of a loan they have applied for. You can"t seem to get an answer for them right away. You....
A. Say to the customer
B. You asked if there was a number where they can be reached as soon as you can get an update and you will call them back as quickly as possible.
C. You tell the customer that you don't know but you are sure someone will call them as soon as it has been approved.
D. You tell the customer you don't know and they should call back again tomorrow.
A. Employee reception to the plan, and customer reception to the plan
B. The cost of implementing, and employee reception
C. The time needed to create and implement, and the cost of implementation
D. The competition's as well as the customers' reaction to the plan
A. Having customer service agents work in management
B. Creating high level initiatives only
C. Starting by building strategies upwards from the customer level
D. Having high level managers work in customer service for a short period of time so they can experience it before laying down policies
List of Customer Service MCQs ...
Available in:
Customer Service MCQs
Вопросы и ответы по обслуживанию клиентов MCQ
Preguntas y respuestas de Servicio al Cliente MCQ
カスタマーサービスMCQの質問と回答
Domande e risposte del Servizio Clienti MCQ
Questions et réponses du Service Client MCQ
Perguntas e Respostas de Atendimento ao Cliente MCQ
Fragen und Antworten Kundenservice MCQ
客户服务MCQ问题与答案
أسئلة وأجوبة خدمة العملاء MCQ
Pertanyaan dan Jawaban Layanan Pelanggan MCQ
Müşteri Hizmetleri MCQ Soruları ve Cevapları
