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

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