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Customer  Service
And Beyond

PO Box 314
Troy, IL 62294

 

 

Customer service quiz

 

1. When should you acknowledge a customer?
    Within 3 seconds
    Within 5 seconds
    Within 10 seconds
    Within 30 seconds

2. What is considered acknowledgment?
    Eye contact
    Waving
    Smiling
    All of the above

3. What is a proper handshaking technique?
    Extremely firm handshake
    Limpy handshake
    Firm handshake
    None of the above

4. How should your company determine their dress code policy?
    The comfort level of the employees
    The weather
    The appropriateness of the culture
    Employees should wear whatever they want

5. What is the most consistent telephone greeting?
    An individual greeting
    A standard greeting
    A department greeting
    No greeting

6. What is the maximum amount of telephone rings the customer should hear before the telephone is answered?
    Within the first ring
    Within the second ring
    Within the third ring
    Whenever you have time

7. What does it mean to "nip it in the bud"?
    Trim a bush
    Deal with the situation immediately
    Allow the employee to do whatever they want
    Deal with the situation after it gets out of control

8. If there is no customer service department, who is in charge of customer service?
    Marketing
    Management
    Receptionist
    All of the above (and everyone else)

9. What are considered manners?
    Holding the elevator door open
    Saying "bless you" when someone sneezes
    Saying "thank you"
    All of the above

10. Who is responsible for picking up trash?
    The cleaning person
    The manager
    All of the staff
    All of the above

11. Who is responsible for looking at ways to save money?
    The Manager
    The Accountant
    The President
    All staff

12. What is upselling?
    Increasing your bottom line with additional sales
    Asking people when they are checking out if there is anything else that you can do for them
    Having signage about additional sales available in the store
    All of the above

13. What is part of the first impression of a company?
    An overflowing bulletin board in the entry way
    A parking lot full of trash
    An employee who walks through the door with the customer but doesn't hold the door open
    All of the above

14. What is a great "last impression" when customers visit your business?
    Ignore them
    Thank them for coming in and say "have a nice day"
    Ask them if they enjoyed their experience and when they say "no", you say "okay, bye"
    Fold your arms as they leave

15. What is the difference between an employee renting their job versus owning their job?
    Renting means they are staying longer and you would not want an owner
    Owning means they are invested in the job and you would prefer to not have a renter
    Renting means they could care less about the company and you would not want an owner
    Owning means they can be rude to the customers and you would prefer a renter

16. What is improper body language?
    Folded arms (even if you are cold)
    Frown
    Eye rolls
    All of the above

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