Fiverr Customer Service Test Questions and Answers 2021 | 100% Accurate and Correct Answers from Professionals
You promise a customer to get back to them
with a solution to their problem within two days. The deadline is over but you
still don’t have a solution. What should you do?
- Wait
until you have the right solution and then get back to the customer.
- Get
back to the customer and request them to give you some more time.
- Let
the customer contact you again and then explain the situation.
- Get
back to the customer and tell them you have no solution to offer them.
What approach should a firm take when they
need to say 'no' to a customer?
- Say
'no' up front, being honest.
- Do
not say 'no', but later do not deliver on the alternative solutions.
- Pretend
everything is good, but towards the end of the conversation, tell them you
did not mean what you said and actually the answer is 'no'.
- Do not say 'no', but offer alternative
solutions
You should say “Thank You” to a customer who
gives you:
- Positive
feedback
- Negative
feedback
- Both
a and b
- Neither
a nor b
How important is it for the top management to
be involved in Creating Customer Service Strategy?
- Very important – The top management has to
be committed to it and offer the maximum support.
- Not
important at all – The employees at the customer level should decide the
strategy. Important only in small companies, not large corporations
- Important
only in large companies.
- Smaller
companies do not need to worry about customer service strategy.
Providing customer service on the internet is
different from providing customer service on the phone. Which of the following
is/are true about providing customer service on the internet?
- Email
conversations can feel too formal and rather unfriendly.
- The
lag between when a customer writes to the company and when the company
writes back to them helps offer better responses than is possible on the
phone.
- Email
has become obsolete. Customer service should only be provided over phone.
- All
of the above.
How important is the tone of voice when
talking to someone on the phone?
- Extremely important
- Not
important at all
- Slightly
important
- Depends
on the situation
How should a customer service representative
determine what avenues to pursue to make a customer happy?
- Follow a standard company protocol.
- Ask
the customer what resolution they would like to see.
- Determine
what would be the cheapest alternative that would make the customer happy.
- Offer
to replace their product regardless of their problem.
If a customer insists that you offer them a
discount even though there is no ongoing promotion, you should:
- Tell
them that you can recommend the best package for them based on their needs
- Tell
them that you will let them know whenever there is an upcoming promotion
- Both
a and b
- Neither
a nor b
All of the following statements about customer
needs are true EXCEPT:
- Customer
needs and preferences keep changing all the time. What was true yesterday
may not be true today.
- No
one knows customer needs better than the top management.
- Knowing
customer needs is a process that never stops.
- Customer
needs vary across regions, gender, age, and a whole lot of other things.
What should be the first thing to be done in
problem solving?
- Verify the information the customer has
provided and any additional facts if required.
- Tell
the customer they will get whatever they want.
- Tell
the customer you'll see what you can do but not to expect much.
- Look
for errors in the customer's story.
Which of the following would be considered
going the extra mile in resolving a past customer service issue?
- Replacing an item under warranty
- Answering
a call within two minutes
- Absorbing
any extra costs such as shipping costs incurred by the customer as a
result of the problem
- Sending
him/her a complaint form to fill out
All of the following are pitfalls to avoid
EXCEPT:
- Assuming
you know your customers and their needs
- Not
paying attention to what your customers are saying about you on social
media or elsewhere online
- Keeping
a focus on how your customers’ needs are changing
- Assessing
customer needs once every five years
When providing customer service on the
internet, you need to make sure that:
- your
language does not come across as too formal.
- you
make the customer feel assured that they are being listened to.
- you
talk to the customer in a language that tells them you are willing to
help.
- All
of the above.
Which of the following would be a measurable
aspect of customer service?
- The
number of products sold
- An
overall customer satisfaction rating of 90%
- How displeased customers are in general
- A
profit margin of 30%
What is meant by "data mining"?
- Creating
specialized reports
- Entering
data into a data base
- Calling
customers to survey them
- Sifting through vast amounts of data by
focusing on specific attributes
If you fail to honor your commitment to a
customer, you should do all of the following EXCEPT:
- Apologize
- Own
up to your mistake
- Offer
excuses
- Make
a fresh commitment
If you do not have the authority or the
information needed to resolve a customer’s complaint, you should:
- Refer
the complaint to a team member who does.
- Apologize
to the customer and tell them you are unable to help.
- Tell
the customer to contact you again a few days later so that you know how to
help them.
- None
of the above.
What does a customer with a problem expect
from a customer service representative?
- Discounts
and coupons
- The
management's commitment to the growth of the firm
- An
aggressive tone
- Understanding and empathy
In order to provide the best customer service
on the internet, you should make the effort of knowing your customer, including
all their past dealings and interactions with you.
- True
- False
Effective customer relationship management
involves all of the following EXCEPT:
- Building
a personal relationship with the customers
- Making
the customers feel special
- Taking
note of the customers’ concerns only when they raise an issue
- Helping
the customers make decisions
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
Question: 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?
- Discretion
- Rudeness
- Effectiveness
- Authenticity
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
Question: 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:
- Transparency
- Trust
- Company
profitability
- Empathy
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.
- True
- False
Question: 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.
Question: 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
- Apologize
- 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.
Question: 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
Question: 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
- Country/Region
- The
industry they work in
- Zip
code
- 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.
- True
- False
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:
- Apologizing
- 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
Question: 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
Question: 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
If a customer gets in touch with you with a
problem but fails to describe it, you should:
- Tell
them to take their time and get back in touch sometime later
- Ask
them specific questions which can help them move ahead
- Ignore
them because they are likely just wasting your time
- Wait
some days to see if they get back in touch with more clarity. If they do
not, then follow things up with them.
Which of the following are things that can
help build a great relationship with the customers?
- Offering
rewards
- Adding
a personal touch
- Staying
in touch
- All
of the above
Asking an unhappy customer not to leave a
negative review on social media can be counterproductive as it may make them
think you care less about them and more about your public image.
- True
- False
Why is giving a customer the required
information considered good customer service?
- It
makes the customer feel they got something for nothing.
- It
makes the customer feel guilty if they ever have a problem.
- It
allows you to upsell to the customer something they do not need.
- It allows you to add value for the
customer and help them make an informed decision.
How can a company create an atmosphere of
continuous improvement and have employees who strive to perform?
- By
reducing headcount by 10% each year
- By
making it mandatory for the employees to attend company meetings
- By offering incentives, both financial and
non financial, for good performance
- By
telling the employees that mystery callers will evaluate them
What is meant by a "hard no"?
- Saying
'no' to the customer but offering alternatives
- Saying
'yes' to the customer at first but switching to 'no' later
- Saying
'yes' to the customer with no intention of following through
- Saying 'no' to the customer and offering
no alternative solution
Suppose that you have a customer who has
unrealistic expectations regarding the time by which you can deliver your
service. What is the best way to deal with them?
- Promise
that you will deliver them your service whenever they want, no matter how.
- Raise
the bar and shorten the delivery time not just for this customer but for
everyone else.
- Offer
them an apology and tell them you are unable to fulfill their request.
- None
of the above.
Why do the customers' needs change according
to the nature of the situation?
- People
are fickle and want different things even in the same situation depending
on different occasions.
- Needs are different depending on what the
customer values as important under the circumstances.
- Needs
changed according to the financial situation of the customer at the time.
- The
customer can probably be talked into focusing on their wants instead of
needs.
What is the purpose of FAQ's (frequently asked
questions)?
- To
give the website more content which looks impressive
- To
spur the customers to ask additional questions
- To
position the company as an industry leader
- To answer questions customers often have
so they can easily find the answer without having to ask
The objectives of customer relationship
management are all of the following EXCEPT:
- Improving
your products/services
- Identifying
gaps in customer expectations and customer service
- Maximizing
profits
- Creating
a lasting relationship with the customer
What would a monotone and flat voice indicate
to a customer?
- The
person is energetic and wants to help.
- The person is bored and uninterested in
the conversation.
- The
person is angry.
- The
person doesn't believe what they are hearing.
What should be done with an irate customer
after they have vented out and explained their situation?
- Ask
them to call back later when they have calmed down.
- Express empathy.
- Put
them on hold and pass them onto a manager.
- Issue
them a refund regardless of the problem.
What is a data warehouse?
- A
single database for the CRM program
- The
physical warehouse where the company servers are stored
- A database that stores information from
several other data sources, allowing a CRM system to query multiple
databases from one location
- A
program that is used to create financial reports
Customer complaints are gaps between what the
customers expect and what a business is able to deliver them.
- True
- False
What does CRM software allow a company to do?
- Create
one to many relationships with customer groups
- Create
many to one relationships with customers
- Send
financial reports to the management
- Create a one to one relationship with each
customer.
Which of the following is/are true regarding
Customer Relationship Management?
- Negative
feedback from new customers is more damaging than negative feedback from
existing customers.
- Negative
feedback from existing customers is more damaging than negative feedback
from new customers.
- Negative
feedback can be damaging if left unresolved no matter where it comes from.
- None
of the above.
What is the first step in mollifying a
customer who has received bad service?
- Ask
the customer what the problem is.
- Try
to offer him/her something for free to pacify him/her.
- Ask
him/her to submit a complaint first.
- Express regrets and promise to provide
better service in future.
An unhappy customer wants to cancel their
subscription of your services. What should you do?
- Apologize
that they are cancelling
- Tell
them they are making a grave mistake
- Ask
them the reason behind cancelling
- None
of the above
Which of the following is an example of a care
token?
- A
computer manufacturer fixes your new laptop under warranty
- A
retail chain accepts your return
- Offering
an employee a raise for good performance
- A restaurant gives you a free glass of
wine because you mention to the waiter you didn't enjoy the wine like you
had hoped
What should be said to a customer when putting
them on hold?
- Say
nothing. Just put them on hold.
- Say
"just a minute"; then put them on hold.
- Ask them first if it is okay to put them
on hold for a moment.
- Tell
them they need to hold for several minutes.
Consider the following statement and select
the best answer option.
The best way to find out customers’
expectations is to ask them what their expectations are.
- No,
never. You should instead ask those who have been in the business for a
long time because they know it best.
- Yes,
because no one knows the customers better than the customers themselves.
- No,
because asking the customers what they expect would make you look like you
have not done your homework well.
- Yes,
but only if you are a new business. Old businesses know their customers
inside out.
What would perfect customer relationship
management entail?
- Saving
the company money
- Immediate customer gratification and
personalized interactions with each customer
- Reducing
the call times of customer complaints
- Increased
visibility into the financial situation of the company
What is meant by taking a top down approach to
creating a strategy?
- Having
customer service agents work in management
- Creating high level initiatives only
- Starting
by building strategies upwards from the customer level
- Having
high level managers work in customer service for a short period of time so
they can experience it before laying down policies
What general rule does phone etiquette require
customer service representatives to follow?
- Ask the other party how you can help them.
- Say
"Hello?" then pause.
- Ask
them for their name or customer number before greeting them.
- Try
to redirect the caller to someone else.
Between replying to a customer query
immediately without any concrete solution and replying to a customer query with
some delay but with a concrete solution, which one is more likely to make the
customer happy with your service?
- Replying
immediately without any concrete solution
- Replying
with some delay but with a concrete solution
Are complaining customers good for the
business? Why or why not?
- Yes,
they help us know the areas where we can improve.
- No,
they take up a lot of the precious resources which could have been used
more productively elsewhere.
- Yes,
they help us reduce customer complaints by letting us know what’s hurting
the customers.
- No,
they create a negative image of the business, which is neither objective
nor fair.
Question: Why should a firm say they are sorry
even if they feel the customer is wrong?
- The
firm can later tell the customer he/she was actually the wrong one, after
he/she has calmed down.
- The
firm should always take the blame and learn from it.
- The focus should be on finding out what
would satisfy the customer and solving the problem, not determining blame.
- They
can later put the blame on a third party.
How important is voice and tone in a customer
service email?
- Not
important at all. Written communication cannot have a voice and a tone.
- Very
important. Voice and tone can tell the customer how much you care about
them.
- Depends
on who your customer is. Some customers care about it; others don’t.
- It
used be important when email emerged as a new medium of providing customer
service. No more.
When dealing with an unhappy customer, you
should do all of the following EXCEPT:
- Listen
- Empathize
- Criticize
- Apologize
Question: What would be a good opening line in
replying to an irate customer's email?
- Please
call customer service.
- We
are glad you are enjoying our product/service.
- Thank you for your email, we are sorry to
hear about the problem you have.
- We
will get back to you within 7 days.
Good customer service is about all of the
following EXCEPT:
- Connecting
with the customers
- Doing
more than the customers would expect
- Telling
people how great you are with a lot of testimonials
- Providing
best quality service
Question: How can a company's online ordering
process be made more customer friendly?
- Ask
for lots of details so the customer can be catered to in the future.
- Try
to sell customers additional products and services unsolicited.
- Place
ads on the order page for additional products.
- Only ask for information necessary to
process the order.
Which of the following help gauge the needs of
the customers?
- Online
reviews
- Social
media platforms
- Customer
surveys
- Customer
complaints
all Hindi education, essay, history TajMahal
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