Customer Service Book at Customer Service and Beyond

Customer Service
And Beyond

PO Box 314
Troy, IL 62294

Email

Customer service quiz

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

2.	What is considered acknowledgment?
	a		Eye contact
	b		Waving
	c		Smiling
	d		All of the above

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

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

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

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

7.	What does it mean to "nip it in the bud"?
	a		Trim a bush
	b		Deal with the situation immediately
	c		Allow the employee to do whatever they want
	d		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?
	a		Marketing
	b		Management
	c		Receptionist
	d		All of the above (and everyone else)

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

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

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

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

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

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

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

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

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Books are also available
at Sue's Corner in
Granite City,
Renee's Gourmet Catering
in Collinsville, and the
Troy/Maryville
Chamber of Commerce