Q.1 Which of the following is the most important skill for a customer service representative?
Technical knowledge
Communication skills
Physical stamina
Mathematical ability
Explanation - Effective communication is critical for understanding customer needs and providing clear solutions.
Correct answer is: Communication skills
Q.2 In customer service, what does the acronym 'CRM' stand for?
Customer Retention Method
Customer Relationship Management
Client Resource Module
Consumer Review Mechanism
Explanation - CRM refers to practices and technologies used by companies to manage and analyze customer interactions.
Correct answer is: Customer Relationship Management
Q.3 Active listening primarily involves which of the following?
Interrupting politely
Repeating everything the customer says
Fully concentrating on the speaker
Providing immediate solutions without understanding the problem
Explanation - Active listening requires giving full attention, understanding the message, and responding appropriately.
Correct answer is: Fully concentrating on the speaker
Q.4 What is the first step in handling a customer complaint effectively?
Escalate the issue immediately
Listen and understand the problem
Offer a refund instantly
Ignore minor complaints
Explanation - Understanding the issue completely before taking action is essential for proper resolution.
Correct answer is: Listen and understand the problem
Q.5 Which of these is considered a positive customer service attitude?
Defensive behavior
Patience and empathy
Argumentative responses
Indifference
Explanation - Being patient and empathetic helps build trust and resolve issues efficiently.
Correct answer is: Patience and empathy
Q.6 A service-level agreement (SLA) is primarily used to:
Define customer expectations and service standards
Reduce employee workload
Increase sales only
Handle employee disputes
Explanation - SLAs outline the expected level of service, response times, and responsibilities.
Correct answer is: Define customer expectations and service standards
Q.7 Empathy in customer service can best be demonstrated by:
Listening attentively and acknowledging feelings
Offering discounts immediately
Ignoring complaints to avoid conflict
Delegating the call to another employee
Explanation - Empathy involves understanding the customer's feelings and showing concern for their situation.
Correct answer is: Listening attentively and acknowledging feelings
Q.8 Which communication method is most effective for complex customer issues?
Email
Face-to-face interaction
Text message
Social media post
Explanation - Direct interaction allows detailed discussion and immediate clarification.
Correct answer is: Face-to-face interaction
Q.9 What does 'first call resolution' mean in customer service?
Resolving a customer's issue on the first interaction
Escalating the call immediately
Providing the first call to a manager
Answering the first call only
Explanation - First call resolution is a key metric indicating efficiency and customer satisfaction.
Correct answer is: Resolving a customer's issue on the first interaction
Q.10 Which of the following is a barrier to effective communication in customer service?
Active listening
Interruptions and assumptions
Clear language
Empathy
Explanation - Interruptions and assumptions can distort understanding and frustrate customers.
Correct answer is: Interruptions and assumptions
Q.11 Handling angry customers effectively requires:
Reacting emotionally
Remaining calm and professional
Ignoring their complaints
Ending the call quickly
Explanation - Staying calm helps de-escalate tension and leads to better resolution.
Correct answer is: Remaining calm and professional
Q.12 Which of these is an example of proactive customer service?
Waiting for complaints before taking action
Providing solutions before problems occur
Responding only to emails
Offering discounts randomly
Explanation - Proactive service anticipates customer needs and addresses them before issues arise.
Correct answer is: Providing solutions before problems occur
Q.13 Customer feedback is important because it:
Reduces the need for training
Helps improve products and services
Guarantees sales
Eliminates customer complaints entirely
Explanation - Feedback provides insights into customer satisfaction and areas for improvement.
Correct answer is: Helps improve products and services
Q.14 Which of the following is an essential component of service quality?
Speed, reliability, and empathy
Advertising, sales, and profit
Inventory, logistics, and HR
Discounts, promotions, and marketing
Explanation - High service quality combines promptness, dependability, and customer understanding.
Correct answer is: Speed, reliability, and empathy
Q.15 A customer service agent should escalate a complaint when:
They cannot resolve it at their level
The customer is polite
They feel tired
The customer asks for minor changes
Explanation - Escalation ensures that complex issues are handled by someone with the authority to solve them.
Correct answer is: They cannot resolve it at their level
Q.16 Cross-selling in customer service means:
Suggesting additional products or services
Handling multiple complaints at once
Offering a discount only
Ignoring customer queries
Explanation - Cross-selling aims to provide value while increasing sales opportunities.
Correct answer is: Suggesting additional products or services
Q.17 Which of the following best represents customer-centric service?
Prioritizing customer needs and satisfaction
Focusing solely on company profits
Providing standard responses only
Minimizing contact with customers
Explanation - Customer-centric approaches place the customer at the center of service decisions.
Correct answer is: Prioritizing customer needs and satisfaction
Q.18 Empowering customer service employees means:
Allowing them to make decisions within defined limits
Micromanaging every action
Reducing their responsibilities
Focusing only on sales targets
Explanation - Empowered employees can resolve issues quickly without unnecessary escalation.
Correct answer is: Allowing them to make decisions within defined limits
Q.19 The term 'customer churn' refers to:
Customers leaving for competitors
High customer satisfaction
Immediate resolution of complaints
Long-term customer loyalty
Explanation - Customer churn is the rate at which customers stop doing business with a company.
Correct answer is: Customers leaving for competitors
Q.20 Which tool helps in tracking customer interactions over time?
CRM software
Spreadsheet software
Social media platforms
Email clients
Explanation - CRM systems record and manage all customer interactions for better service.
Correct answer is: CRM software
Q.21 Service recovery refers to:
Steps taken to correct a service failure
Offering a new product
Reducing employee workload
Increasing product prices
Explanation - Service recovery aims to restore customer satisfaction after an issue occurs.
Correct answer is: Steps taken to correct a service failure
Q.22 Personalizing customer interactions improves:
Customer loyalty and satisfaction
Employee workload
Product cost
Marketing reach only
Explanation - Personalized interactions make customers feel valued and understood, increasing loyalty.
Correct answer is: Customer loyalty and satisfaction
Q.23 The acronym 'NPS' in customer service stands for:
Net Promoter Score
New Product Strategy
National Productivity Standard
Next Potential Sale
Explanation - NPS measures customer loyalty and their likelihood of recommending the company.
Correct answer is: Net Promoter Score
Q.24 Which of the following indicates a high-quality customer service interaction?
Customer leaves satisfied and issue resolved
Issue unresolved but call ended quickly
Customer complains multiple times
Employee avoids responsibility
Explanation - The ultimate measure of service quality is customer satisfaction and resolution of their issue.
Correct answer is: Customer leaves satisfied and issue resolved