Elance Customer Service Test Answers

A sales team and a customer service team should be _______.

one team performing both services
closely tied together
clearly seperated



Upset customers tend to calm down if you _________.

offer a sincere apology
refer the issue to a higher authority
let them know they're not alone with their product troubles
let them have their space



Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.

Copying and Pasting
Mirroring and Matching
Imitation Soothing
Watching and Reflecting



Why is the lifetime value of the customer so important?

It provides an exact dollar amount of sales
It estimates customer's yearly spending
It estimates the profits made over the life of a customer
It estimates the number of sales per customer



The best way to calm an irate customer is to...

listen, apologize, and act.
listen, explain, and react.
apologize, react, and explain.
explain, act, and apologize.



When a customer asks in person where something is, it is best to...

Tell them in detail where it is
Provide the general area to find the item
Take them to where it is
Point to the location



Customer service refers to a company's _______ interactions.

internal and external



What must happen after making a promise to a customer?

Provide information to your Manager
Nothing, no need to actually follow through
Deliver on the promise
Confirm your promise with the customer



The appearance of a Customer Service Representative should not include

Professional Clothing
Mangled hair
A uniform
Groomed hair



When should you escalate a situation to a manager?

When you have made an effort to resolve but could not
When you can not attempt to form a resolution
When you have the know-how to make a decision
When a delay is not detrimental to the situation



Which is a good policy for effective teamwork in a support environment?

Call out people who aren't pulling their weight to the group
Share credit for both successes and failures
Let people know which successful parts of a project were your idea
Work alone on the parts of a project you do well, so that the outcome represents a cohesive vision



After recognizing you have made a mistake, which is the best course of action?

Just provide an apology
Divert the customer's attention to something else
Admit to the mistake and right the wrong
Hope it was not recognized by the customer



While greeting a customer, it is best to

Be close up and face to face
Be overly excited
Give a big "Hello"
Wear a smile



When a customer asks a lot of questions and takes up a lot of time, it is best to

Answer quickly as possible
Suggest they come back another time
Explain you are busy
Be patient



Which is the best way to uncover customer needs?

Ask questions and listen to the answers.
Watch what they are doing
Answer their questions
Wait for a complaint



What is a call center?

A centralized location where customer calls are addressed
market research into a consumer base to identify the "center customer" (the company's most stereotypical customer)
The midpoint of a service call
None of these



Whether giving customer service in person or over the phone, one of the primary qualities you must have is:

Work Fast



Which customer segment will trust your company more?

Customers that have never had a problem with your product
Customers that received efficient resolution to a problem with your product



As a customer service representative you should:

Consider yourself as a leader of the company's front line communications with customers.
Only answer the phone when you are feeling good.
Process as many customers as possible every hour regardless of outcome.
Take as many etiquette courses as possible.



A good customer service representative:

Always makes a customer laugh.
Knows the company hierarchy and who to blame for the problem.
Goes the 'extra mile' and tries to exceed service expectations.
Knows that the customer usually doesn't have a problem, that they just want a better deal.



The most _________ service agents on the team tend to get the best reviews from customers.

technically inclined
patient and personable



You should take notes when fielding a customer complaint.

False - to most customers, you come off as distracted / disrespectful
True - it will help you remember all the details of the complaint



When a customer is talking a lot you should:

Try to multitask and get other work done.
Pay attention and use active listening skills.
Interrupt the customer and tell them you'll solve their problem.
Transfer the customer to somenone who has time to listen.



When meeting a customer at your place of business you should:

Ask them to wait until you are off the phone.
Wait for them to bring up a problem.
Make sure they have an appointment.
Smile and make eye contact.



When you make a mistake as a customer service representative you should:

Cover it up and hope the customer believes you.
Admit the mistake and offer to make it right.
Tell the customer you don't know how to help them and apologize.
Say this is company procedure and ask if they would like to talk with a manager.



Should you introduce yourself by your first name when you come in contact with a customer?




When face to face with an angry customer, you should:

Match the volume of their voice
Cave in to their demands to end the interaction promptly
Make eye contact and listen intently
Look away to reduce discomfort



When a customer expresses a complaint what should you do?

Dispute their claim
Listen to their concerns, and try to rectify the problem.
Investigate further
Be skeptical



True or false? Smiling into the phone can give your voice a more positive inflection.




What can you do when a customer is not getting to the point?

Look at your watch
Be patient
Ask them to get to the point
Finish their sentences



Which is the BEST way to put a caller on hold?

"Could you please hold? Thank you."
"Ugh, it's an annoying person. Just a sec."
"I have to take this other call; it's important. I'll be back."
"Hang on. I'm putting you on hold."



If a customer is verbally abusive on the phone, you should...

Leave the phone off the hook on your desk to punish them
Tell them angry customers don't receive support, and ask them to call back when they're more composed
Offer to help once they can calm down their tone of voice
Hang up and let someone else pick up the next time the phone rings



An important task should be to

Understand the customer's wants and needs
Show products
Make comfortable chit chat
Grab the customer's attention



Why is eye contact important?

It lets customers know you are paying attention to them
It eliminates distractions and tangents in your conversation
It shows you are subservient to the customer
Lack of eye contact is seen as unnatural



When you are asked a question you don't know the answer, which is the best response?

Saying the best thing that comes to mind at the moment
Saying "That is a good question. Let me find the answer for you."
Saying, "I don’t know"
Providing an answer you think may be correct



The customer is not always right, but should be treated as such.




The first person a customer encounters can be considered the "face of the company"




True or false? Unhappy staff can have a negative impact on customer service, even when they don't directly deal with customers.




Which of the following traits is NOT useful for customer service?




Which is one way to calm down an angry customer?

Give them a discount
Let them vent, then find the root problem to solve
Interrupt them and give them suggestions
Acknowledge that they are going overboard



Obtaining regular feedback can

Improve customer service
encourage too many complaints
provide useless information
be too time consuming



Never pay attention to the customer when conversing




You should avoid raising your voice to customers. True or False




True or false? Smiling while on the phone can positively affect the impression a service provider makes.




You should never apologise to a customer. True or False




Positive body language can improve communication.




What does the phrase "Killing them with kindness" mean?

Smiling and nodding till they give up
Being kind to further aggravate
Being kind until they walk away
Showing understanding and sympathy to calm down the customer



Customer complaints can be a positive resource for a company because...

Customer complaints never have a positive effect.
they fill support quotas, which keeps the need for support jobs intact
they identify possible areas of improvement within the company
they identify "problem customers" to be avoided in the future



An effective way to approach a problem is:

Bring it to a supervisor
Call upon other reps to support your stance
Ignore unreasonable requests and address the core issue
Offer an alternative solution to please your customer



What do you do when a customer attempts to bribe you as a way of getting help quicker?

Let the customer know that will not be necessary, and that you will try resolve the issue as quickly as possible.
Hang up on the customer.
Accept the bribe and tell the customer to be discrete about it.



If a customer relays expectations set up by a false promise made by a sales rep, you should...

Claim their expectations will be fulfilled in the near future
Ally with the customer by dismissing the sales rep who will say anything to convert a sale.
Convince the customer they misinterpreted the sales rep's words
Own the mistake on their behalf and correct the inaccuracy



A caller can tell you are sincere by your tone and pitch.




Which is best when recognizing a customer has arrived?

Leave the customer alone
Stop what you are doing and focus on the customer
Smile and go about your business
Act busy to show a booming business



Which of these is NOT a key element to good customer service?

Stick with the complaint until a resolution is reached.
All of these are key elements to good customer service
Be available.
Know your product.



You should give a customer _______ to solve a problem.

an automated machine
None of these
a directive



What is an effective strategy to deal with difficult customers?

Let your manager deal with them
Don't take it personally
Ignore all negative comments and questions
Match their complaints with subtle sarcasm



While obtaining a request from a customer, which is suggested?

Repeat back to them to clarify understanding
Jump to the task right away
Suggest another employee to speak to
Nod to show understanding



What is the relationship between great customer service and advertising?

There is no significant relationship between service and sales
Customers usually only talk about the fact your product was initially subpar, deterring their friends from giving you business
Word of mouth referrals about great service = more sales leads



Customers generally appreciate follow-up communication after a customer service call.

False - the majority of customers find it pushy
True - it drives home the impression of great service



A customer asks you about a product that might be in your store. You know very little about it. What do you do?

Ask your supervisor what to do
Tell the customer about a similar product.
Tell the customer that the product is sold out



Ignore the customer

Tell the customer you don't know anything about the product and that you will find the information they need for them.



What is an acceptable amount of time lapsed to greet a customer?

When they look like they need assistance
2 minutes
1 minute



Which of these should you refrain from doing when addressing a customer complaint?

echo and clarify the problem
keep your tone of voice calm and positive
arrange a solution



The hostess at a restaurant is an example of _________.

front line staff
support staff
an internal help desk
internal customer support



While an angry customer confronts you, remember not to

Show urgency
Show empathy
Take it personally
Stay calm



Which is not part of active listening?

Forming assumptions
Paraphrase what was heard
Reflect understanding



If your company consistently takes a long time to answer support calls, the customer gets the impression...

your company must be huge and profitable, because it handles calls nonstop
you are working hard and will provide great support when their time comes
This has no effect on customer mindset.
you are too busy to handle your business



When a caller immediately asks for a supervisor, you should:

Tell them you ARE a supervisor.
Immediately transfer them to your supervisor
Place them on hold until they hang up
Follow company procedure for escalating calls.



When you can't provide a customer with an immediate solution, what should your next step be?

Offer a cash refund to make the problem disappear
Ask them to call when you know a manager will be around
Explain in detail why you are unable to supply help and apologize profusely
Take a message and ensure they will receive follow-up contact to resolve the issue



When faced with a disgruntled customer, which is NOT recommended?

Mirror their tone even if it is argumentative
Ask them questions
Listen to their complaint
Clarify your understanding



What does providing outstanding customer service mean?

Following your company's customer service guidelines
Acting as a classic Customer Service Representative
Going above and beyond expectations
Successfully completing your job duties



What is active listening?

It is when a telemarketer actively takes notes during a conversation
It is when the listener uses feedback to affirm that they are listening
It is when the listener gets a customer to do something in order to relax them
None of these



To an angry customer, an apology must be

The resolution to the conflict
An initial response
What they want



The goodbye greeting is important because it

Is nice
Brings closure to the sale
Is expected
Gives the last impression



The key to customer service is to __________.

match the perceived needs with the best possible solutions
make sure the customer gets as little money back as possible
provide the customer with as many possible solutions as possible
pitch as many products as possible



If a customer calls with a technical problem, what should be your first action to address the issue?

Ask them to visit your help documentation online to follow along with the solution
Ask initial questions designed to asses their level of technical competency
Ask them what they think is the cause of the problem
Ask them to put the most technologically inclined member of the household on the phone



As a speaker, one of your jobs is to:

Project confidence (even bravado) to control the topic of conversation
Always get the last word on a topic
Divert attention from customer's skepticism so they don't talk themselves out of a purchase
Ensure listener understanding



It is important for a customer service representative to:

be as informal as possible
be as formal as possible
be neutral emotionally
reflect their company's culture



Which is not an example of active listening?

taking notes
repeating key points
phrases like "of course," "go on," etc.
interjecting when the solution to a problem becomes apparent



When assisting an angry customer, you should always:

Tell the customer what the solution is
Ask the customer to assist in creating a solution
Tell the customer you will ask someone what can be done



What is the lifetime value of a customer?

A prediction of the net profit a customer relationship will provide over time
A prediction of the overall positive feeling a happy customer can bring to a business
None of these
A prediction of the referrals a loyal customer will generate



Which of the following is an example of reactive customer service?

Sending a customer a promotional email
Replacing a malfunctioning product
Getting the customer to purchase more items after the issue is resolved
Persuading a customer into making a referral



What is the definition of a truly customer service oriented company?

the company assigns a dedicated service rep to each individual customer
the company gives reimbursements even in cases where the issue was solved
customer service is addressed by every department
the customer service department addresses complaints with a 98%+ satisfaction rate



What is an example of proactive customer support?

Being incredibly supportive and flexible with a difficult customer
Giving a customer a full refund
Dealing with a customer aggressively to get them to calm down
Giving customers a survey after they make a purchase



Generally speaking, a customer service representative should start a conversation with _________.

elaborative questions
evaluative questions
elementary questions
analytic questions