Spring Business Review Knowledge Assessment

1.

1 point

Which are some common customer service mistakes? (select all that apply)

Making unrealistic promises

Interrupting

Letting a customer vent for too long

Raising your voice

Asking too many questions

Telling a customer you don't know

Repeating what the customer says

Not taking ownership of the issue

2.

1 point

Which words/phrases should you NOT use when handling customer complaints? (select all that apply)

"Would you mind if...."

"Please calm down"

"We can't do that"

"I apologize"

"I don't know"

3.

1 point

Which words/phrases should you use to prevent a dissatisfied customer from becoming an angry customer? (select all that apply)

"I'm sorry for your experience"

" I'm sorry they did that"

"What we can do is...."

"I understand how you must feel"

" Please hold while I look into this matter"

4.

1 point

Which are common angry customer behaviors? (select all that apply)

Wants to know where order is

Raised voice

Interrupts

Asks for credit

Irrational

5.

1 point

Which techniques are effective for de-escalating an angry customer? (select all that apply)

Use his/her name frequently

Redirect them

Let them vent

Ask them to please calm down

Smile

6.

1 point

Which are behaviors a customer will demonstrate when they perceive a favorable environment? (select all that apply)

Cooperate

Seek control

Be reasonable

Listen

Demand credit

7.

1 point

What does a "solution provider" provide a customer? (select all that apply)

Assistance

Results

Help

Resolution

Service

8.

1 point

Which are examples of empathetic statements? (select all that apply)

"I understand how you feel."

" I can understand how frustrating it is when...."

"I'm not sure what happened."

"I know how confusing it must be when...."

"I'm glad you called today so we can take care of this right away."

9.

1 point

Susan Johnson received a cancelled order and has already called customer service once to have the order returned. It has been two weeks and the order has not yet been picked up so she is calling back again and you take the call. She is frustrated and is talking fast and at great lengths about what happened. What would you do?

Wait for a pause so you can explain that cancelling an order is not guaranteed

Apologize for the order not being picked up yet and for her having to call back again

Give her the option of scheduling another UPS pickup or taking the package to a UPS store herself

Tell her you're not sure why the previous associate didn't schedule the pick-up but you're sure you can help her

10.

1 point

Bill Smith contacts you to demand a 20% credit for a cookware set he just received last week and is now on sale for 20% off. What would you do?

Offer him a 20% merchandise card

Explain per policy we no longer price match

Apologize and tell him you understand how it must feel to buy something and have it go on sale later but unfortunately promotions are not valid on prior purchases.

Tell him you are sorry but you can't do that.