Customer Service Тест Fiverr часть 1

Which of the following are mistakes to avoid when communicating with a customer over email?

Sending the email without checking it for grammar mistakes
Not writing an appropriate subject line
Using jargon which the customer may not be familiar with
a and b
b and c
a, b and c

Which of the following is a customer need?

Premium pricing
Experienced management
Friendly customer service
Growing financial performance

Which of the following responses can have a negative impact on an angry customer?

Asking the customer to come back when they have calmed down.
Explaining the best solution you have for them at the moment.
Letting the customer vent and calm down.
Expressing your regret over the inconvenience faced by them.

What would be the two needs of a customer when visiting a theme park?

Safety and Fun
Accuracy and Certainty
Efficiency and Seriousness
Low cost and Tranquility

What is meant by inflection?

The accent you talk in, depending on your country
The highs and lows of your voice, which let the customer know how interested you are in talking to them
The pace at which you speak, which lets the customer know if you are in a rush or not
The general attitude you convey to a customer

How should a customer service strategy plan be distributed to the employees?

By sending a mass email
By telling only those who directly deal with the customers
By emphasizing the management's commitment to the plan at a company-wide meeting
It should be confined to the top management.

Which of the following would a customer not expect from a customer service agent?


Why is it important to have fast response times to customer queries/complaints?

It shows the customer that you care.
It prevents the customer from contacting you over the same issue through different channels
Both a and b.
Neither a nor b.

The costs of failing to meet a customer’s needs include:

The customer will take their business elsewhere.
The customer will tell friends and family not to use your services.
The customer will go online and tell the whole world about their experience.
All of the above.
A single unhappy customer cannot do much damage to the business.

Once you have resolved a customer’s complaint, you should follow it up with the customer after a few days.

Yes; it’s important to ensure they are satisfied with the solution you offered.
No; doing so would be like reminding the customer they were unhappy with you.

How can you add the personal touch of a phone interaction to an email exchange with a customer?

By using the customer’s name instead of saying Dear Customer.
By using your own name instead of something like “The Support Team.”
By using emoticons and casual words like Hey buddy, BRB, BTW, etc.
a and b
b and c
a, b and c

How would you deal with a customer who is unhappy because of their own fault but insists that you solve the problem to their satisfaction?

Advise them to be more careful in the future.
Apologize for the inconvenience but tell them that you are unable to help because that’s the company policy.
Tell them you value them but they can explore other service providers.
Tell them that personally, you want to help them but that you can’t go against the company policy.

Consider the sentence given below and select the option that best answers it.
When providing customer service, it is important to remember that each customer is different and has to be treated differently.

It’s true that each customer is different but providing personalized service all the time drains resources.
Providing personalized service makes the customer feel special and creates loyalty.
Personalized service is the norm. It’s done because everybody does it, not because it has any benefits.
Each customer is not different. Many customers are identical. So, personalized service has no special value.

Which of the following are ways to build a great relationship with a customer?

Under-promise and over-deliver.
Always respond to a customer’s emails even if you cannot fulfill what they are asking for.
Establish a personal rapport, using language and terms you would for a close friend.
a and b
b and c

What is customer profiling?

Reporting customer data to government agencies
A customer filling in a profile online
Using customer data to determine an overall company marketing campaign
Using a series of data points to place customers into groups and tailoring their experience with your company

Why do customers feel the need of some control in working to resolve an issue with a company?

They feel they are getting more for their money.
Customers feel that this way, they can get whatever they want, at least temporarily.
It ensures the customer will buy again.
It puts them in a positive mood and allows them to help guide the resolution

What is a continuous improvement plan?

A predetermined plan to continually help the employees keep themselves informed of the company's latest initiatives in order ultimately to make themselves better at customer service
A plan to educate the consumer about the products
A plan to help the management understand the customers' needs better
A predetermined plan to help the employees learn more about the company's financial situation and the company's need to perform better

At which stage is it important for a business to keep track of what its customers need?

Start-up stage
Growth stage
Established stage
Every stage

Which of the following would be the best way to offer customer service online?

To make a form people can submit available online
To supply answers to FAQ's online
To make live chat with company representatives available 24/7
To make company phone number available online

All of the following are essential elements of meeting customer expectations EXCEPT:

Company profitability

The benefits of providing awesome customer service include all of the following EXCEPT:

Customer loyalty
Increased revenues
Employee satisfaction
Improved brand image

Suppose that you run into an indecisive customer – one that has asked you a number of questions regarding your product but can still not seem to make a decision. What should you do?

Identify their barrier to purchase.
Stop responding to them because in business, time is money.
Make a decision on their behalf and convince them they will come back to thank your later.
None of the above.

A customer does something in violation of your company policies. What is the one thing you should NOT do when interacting with them?

Find out what their needs exactly are so you can help
Use an accusatory tone
Let them know there has been a violation without sounding rude
Offer them all the alternative options you can

Why would a company want to know the profitability and sales history of customers?

They would automatically drop the lowest 10% of customers.
They can ask the higher sales clients to act as representatives of the company.
It offers the company potential for directing their marketing campaigns effectively on the basis of their buying habits.
They can find out who owes the company money.

Knowing what your customers need is important because you can’t sell what people don’t need.


What is the importance of customer oriented goodwill?

It allows for cheaper resolutions to customer conflict.
It is a good substitute for good customer service.
It allows the management to measure how well customer service is being performed.
It puts the company ahead of the competitors in respect of customer service.

Select the better of the two replies to a customer who wants to buy a product that is out of stock.

Thanks for contacting us. The product will only be available next month. Please do come back then to place your order.
Thanks for contacting us. The product will only be available next month. Would you like me to pre-order the product for you and inform you when it is in stock again?

A customer contacts you insisting on a quick resolution of their problem. You need to gather some information to offer them a satisfactory solution. What would be the best way to deal with the situation?

Fix the problem with whatever information you have.
Take your time to collect the information to fix the problem.
Request the customer to be patient.
Explain to them the consequences of fixing the problem without having all the necessary information.

How do CRM(Customer Relationship Management) systems help in sending a consistent message to customers?

The same draft of an email can be sent to every single customer thus ensuring consistency.
They are used for all marketing efforts of a company.
Information can be distributed via the CRM system for sending the same message to all the customers in the same group.
The CRM system always works as the back end for the company website.

To provide good customer service, you need to:

Meet your customers’ needs
Understand your customers’ needs
Know your customers
All of the above

When dealing with an angry customer over email, what are the things you must avoid to prevent the situation from becoming worse?

Not acknowledging their problem.
Not personalizing your response.
Not offering a concrete solution.
All of the above.

When dealing with an angry customer:

Keep calm
Stop responding and start ignoring
a and c
a and b
a, b and c

What would be the best way to handle an email inquiry?

Ignoring the email and seeing if they email a second time
An immediate automatic email response letting the customer know someone will reply within 24 hours, followed up by a reply from a customer service representative within 24 hours
Informing them the answer is in the company FAQs and they should look there
Replying to the email a week later after investigating

What is the desirable response time when replying to a customer over email?

48-72 hours
One business day
10-15 minutes
Customers understand email is a slow channel. So, anything less than a week is fine.

What is the importance of consistency while offering customer service to different people?

Not important – Customers only know what they experience and can not compare the service they get with that offered to others.
Very important – Customers expect a consistent level of service when dealing with a company.
Important only for large companies, not for small ones
Important only for small firms since they rely on customer referrals

Why is it important to pace your tone on the phone with the other person?

It automatically makes them assume they will get what they want.
It creates rapport with the customer and puts them at ease.
If the person talks fast, it means they are in a rush and you should also do the same.
It tells the customer you are someone they can trust.

Which of the following is true about customer relationship management?

Acquiring new customers is always better than trying to keep the existing ones.
It makes more business sense to let go of a difficult client than to offer them a solution.
It is a fact that there will always be some unhappy customers. It is best to accept this reality and move on to dealing with the happy ones.
None of the above
All of the above

Which of the following is true?

In the era of constantly changing customer expectations, it is futile to try to make all customers happy.
Customer service is no longer about meeting customer needs but about going well beyond customer expectations.

What are the two factors to consider when Creating Customer Service Strategy?

Employee reception to the plan, and customer reception to the plan
The cost of implementing, and employee reception
The time needed to create and implement, and the cost of implementation
The competition's as well as the customers' reaction to the plan

Which of the following would be the best thing to say to an irate customer?

Please call back later.
I'll have to ask my manager to approve what you are asking for. ?
I can see why you feel that way.
Why didn't you buy a competitor's product.

How can email interactions with customers be made good?

By using a positive tone
By using bulleted lists to make the email more readable
By using different color fonts to highlight different things
By using big fonts in some places and small fonts in others to break the monotony of the text

What final step can be taken to put your firm's customer service above that of all others?

Offer to refund more than the product value.
Let customers know what the standard procedure for handling irate customers is up front.
Give the customers time to cool off by asking them to call back later.
Follow up with customers after the fact to make sure they are happy with the resolution.

A customer writes to you with the intention to buy a certain kind of a product without being able to decide which one. What should your reply to them contain?

Questions seeking more information to understand their needs so you can suggest the best fit.
A list of the cheapest products on offer.
A list of the products that in your estimate will suit them best.
A list of the high-end products

Which of the following will be a potential segmenting factor for the customers?

Age group
The industry they work in
All of the above

Suppose that a customer wrote to you requesting for more information on a product/service. What should your reply ideally be like?

It should contain all the information that the customer requested.
It should contain links to your website that offer more information on the product/service.
If the information is short, it can be option a. If there is a lot of information to share, it should be option b.
It is totally your call. All that the customer cares about is receiving the information.

When a customer writes to you requesting information on a product/service, you should:

Use simple language to make it easy for the customer to understand things
Use technical language and jargon to demonstrate your expertise in the field

What should be done at the end of a phone call with a customer after resolving an issue they had?

Try to sell them something new.
Ask them to write a nice letter to the company praising the customer service agent.
Tell them only the first customer service call is free.
Repeat to the customer what you resolved and any further actions you'll be taking.

Consider the following statement and select the correct answer option.
The first step in exceeding your customer’s expectations is to know those expectations.

Yes. Customer expectations are not always what we think they are.
No. Which business does not know their customers’ expectations?

What is the primary purpose of setting goals of customer service?

To know when no more customer service needs to be provided
To compare the firm's strategy with that of the competitors
To create measurable objectives which the firm can strive to meet
To allow for customer service agents to be promoted on the basis of their performance

What is the advantage of email based customer service?

It makes dealing with irate customers easier.
It provides an easy reference to past communication with the client.
It is impersonal.
Canned responses can be sent back.

What is the disadvantage of email based customer service?

It is more cost effective than other methods.
It allows the company to respond quickly.
It gives the company a trail of communications with the customer.
It is unemotional and doesn't always allow the customer to convey the importance of their question or issue

It is not what you say but how you say it that matters when you are dealing with an agitated customer.


Which of the following are things you should never say to an upset customer?

It’s not our fault.
You shouldn’t have done that.
There’s nothing I can do.
All of the above

When responding to a first-time complaint from a customer, you should do all of the following EXCEPT:

Listening to the customer’s experience in its entirety
Focusing on the solution
Escalating the issue immediately to a senior member of the team

Where should firms start while working on a strategy for customer service?

Survey the customers to get their feedback and to find out their needs and expectations of the firm.
Copy what the competition is doing.
Ask the employees what strategies they want to be implemented.
Look for the standard customer service strategy employed in the country of operation.

If there is no option but to keep a customer waiting while you try to resolve their complaint, you should:

Keep working on the issue but not let the customer know as to when the issue will be resolved because they may end up thinking you are incompetent
Keep them updated and informed as to when you will be able to help them
Involve your whole team in trying to solve the problem at the earliest
None of the above

What is meant by a "care token"?

To handle customers who are not happy with the company "with care"
A gesture made by the company to retain a customer after his/her having experienced bad customer service
A gesture made by the company as a last resort to get the customer to leave
A bonus to exceptionally good customer service agents

What is the first step in dealing with a customer when he/she is irate?

Tell him/her to be quiet and listen.
Tell him/her to call back when he/she has calmed down.
Ask the customer what can be done to solve the problem.
Let the customer give vent to his/her feelings and do not try to interrupt him/her.

Identifying and meeting customers’ needs helps:

Create loyal customers
Build relationships
Stay competitive
All of the above

You have a very informative FAQ page on your website, but a customer still sends you a mail with a lot of questions. You should do all of the following EXCEPT:

Providing them the link to the FAQ page
Telling them you will be happy to help if the FAQs fail to answer their concerns
Explaining to them that you have a detailed and informative FAQ page
Telling them to go to the website and look for the FAQ page

What should be the ultimate goal of problem solving with the customer?

To save the company money
To get them off the phone quickly
To get referrals to other customers
To make them happy

What should the customer service representative do when a customer is yelling?

Yell back at them
Not respond and hang up
Sound anxious
Keep a calm, lower tone to calm the customer down

Customer Service Тест Fiverr часть 2

Customer Service Тест Fiverr 2021