Customer Service Questions + Answers

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Question 1
When establishing standards of customer service it is helpful if they are specific, measurable, achievable, realistic and:
A. Time.
B. Time bound.
C. Trustworthy.
D. Tested.


Answer : B

Question 2
A weekly planning schedule is an effective:
A. Time management planning tool.
B. Waste of time.
C. Management system.
D. Way of looking back at the week.


Answer : A

Question 3
When customers are sub divided into smaller groups to distinguish purchaser behaviour this is called:
A. Buying power.
B. Selling power.
C. The local market.
D. Market segmentation.


Answer : D

Question 4
An undifferentiated targeting strategy is used when a product or service has:
A. Not been differentiated in the market place.
B. Been selected been specially developed for a particular market segment.
C. More than one customer segment.
D. No price difference attached to it.


Answer : A

Question 5
An employee who has the skills to deal effectively in customer facing roles within the business is called a:
A. Trained salesperson.
B. Customer service professional.
C. Effective customer professional.
D. Customer focused professional.


Answer : B


Question 6
Chronic Complainers are referred to in time management as:
A. Customers who repeatedly complain about service.
B. A customer who will complain immediately something goes wrong.
C. Work colleagues who constantly complain.
D. Groups of customers who complain about the same thing.


Answer : C

Question 7
When you are using a phone to give a customer a serial number you should:
A. Speak in your normal voice.
B. Speak slower than normal.
C. Be enthusiastic.
D. Be unenthusiastic.


Answer : B

Question 8
A customer who is an Amiable Type would typically be classed as:
A. An authoritative and informed customer.
B. Unlikely to make a purchase.
C. Someone who often comes in to chat and not buy.
D. Talkative and interested more in opinion than facts.


Answer : D

Question 9
When you are using a phone to give a customer a serial number you should:
A. Speak in your normal voice.
B. Speak slower than normal.
C. Be enthusiastic.
D. Be unenthusiastic.


Answer : B

Question 10
A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:
A. Authoritative type.
B. Amiable type.
C. Relaxed type.
D. Analytical type.


Answer : B


Question 11
When establishing standards of customer service it is helpful if they are specific, time bound and:
A. Measurable.
B. Achievable.
C. Realistic.
D. All of the above.


Answer : D

Question 12
An employee who has the skills to deal effectively in customer facing roles within the business is called a:
A. Trained salesperson.
B. Customer service professional.
C. Effective customer professional.
D. Customer focused professional.


Answer : B

Question 13
Customer information should be collected by a shop:
A. Once you are aware that the customer is a regular shopper.
B. The first time the customer comes into the shop.
C. If a customer appears to be one who will return to the shop.
D. When the customer makes his first purchase.


Answer : B

Question 14
A customer service professional is defined as someone who:
A. Has a number of years experience in a customer service role.
B. Always makes the most sales in a day.
C. Has the skills to deal effectively in customer facing roles.
D. Trains salespeople in how to deal with customers.


Answer : C

Question 15
Many organisations have something called a USP. This means they have a:
A. Unique sales position.
B. Unique selling point.
C. Unique sales pitch.
D. Unusual service product.


Answer : B


Question 16
A customer who takes a systematic and detailed approach to his purchase would be classed as an:
A. Authoritative type.
B. Aware type.
C. Assertive type.
D. Analytical type.


Answer : D

Question 17
To listen, acknowledge, apologise and then say how you will resolve an issue is the correct response when:
A. A customer enters a shop for the first time.
B. A customer makes a complaint.
C. You are talking to your boss.
D. You are late for work.


Answer : B

Question 18
When a customer starts to make a complaint you should first:
A. Listen.
B. Say sorry.
C. Ask them to see someone else.
D. Ask them to put it in writing.


Answer : A

Question 19
When dealing with Internal customers you must:
A. Make sure you have dealt with external customers first.
B. Apply the same level of service as external customers receive.
C. Ensure that you obtain payment details.
D. Check that they have authority to purchase.


Answer : B

Question 20
When establishing standards of customer service it is helpful if they are:
A. SMART ones.
B. EASY ones.
C. USP ones.
D. ABC ones.


Answer : A


Question 21
Benchmarking is used to:
A. Compare your competitors' prices.
B. Measure how your organisation is performing in relation to your competitors.
C. Test customer purchases.
D. Keep track of your daily sales targets.


Answer : B

Question 22
Market segmentation means that:
A. Organisations can deal quicker with customers.
B. The market that the organisation is selling to has become saturated.
C. Customers are sub divided into smaller groups to distinguish purchaser behaviour.
D. There is only a small market that is available to consumers.


Answer : C

Question 23
Customer service standards should be SMART ones. Which of the following are NOT
SMART ones:
A. Specific.
B. Achievable.
C. Reliable.
D. Time bound.


Answer : C

Question 24
Which is the correct order of priority when positioning a product in the market place:
A. Targeting followed by Positioning followed by Market Segmentation.
B. Positioning followed by Market Segmentation followed by Targeting.
C. Market Segmentation followed by Targeting followed by Positioning.
D. Targeting followed by Market Segmentation followed by Positioning.


Answer : C

Question 25
Multitasking is:
A. Doing things in sequence.
B. Doing more than one task at a time.
C. Only for people in busy jobs.
D. Doing one task and the doing another.


Answer : B


Question 26
A customer who is talkative and interested more in opinion than facts when making a purchase would be classed as an:
A. Authoritative type.
B. Amiable type.
C. Relaxed type.
D. Analytical type.


Answer : B

Question 27
Multitasking is:
A. Doing things in sequence.
B. Doing more than one task at a time.
C. Only for people in busy jobs.
D. Doing one task and then doing another.


Answer : B

Question 28
When communicating with a customer using a letter you should:
A. Be courteous.
B. Sign the letter yourself.
C. Read through the letter before sending.
D. All of the above.


Answer : D

Question 29
A customer service professional is defined as someone who:
A. Has a number of years experience in a customer service role.
B. Has the skills to deal effectively in customer facing roles.
C. Trains salespeople in how to deal with customers.
D. Always makes the most sales in a day.


Answer : B

Question 30
A customer who takes a systematic and detailed approach to his purchase would be classed as an:
A. Authoritative type.
B. Aware type.
C. Assertive type.
D. Analytical type.


Answer : D


Question 31
Prioritising tasks means:
A. Deciding which tasks need to be done immediately and which can wait.
B. Telling which customer is going to be served next.
C. Spending longer on the first task that you have to do in the day.
D. Using your best marketing material.


Answer : A

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Question 32
Frequent interruptions:
A. Help when working with colleagues.
B. Can help you to make the most of your time.
C. Help to get a lot of things done at once.
D. Are a common time wasting activity.


Answer : D

Question 33
When you are using a phone to give a customer a serial number you should:
A. Speak in your normal voice.
B. Speak slower than normal.
C. Be enthusiastic.
D. Be unenthusiastic.


Answer : B

Question 34
Benchmarking is used to:
A. Compare your competitors' prices.
B. Measure how your organisation is performing in relation to your competitors.
C. Test customer purchases.
D. Keep track of your daily sales targets.


Answer : B

Question 35
When a business is always looking for small things to improve the overall customer experience we call it:
A. Better business.
B. Improving the business.
C. Continuous improvement.
D. Getting better.


Answer : C