Pre-Test
Delivering Knock Your Socks Off Service Course Code 96048
INSTRUCTIONS: Record your answers on the scannable answer forms enclosed with this course. Please follow the directions on the form carefully. Be sure to keep a copy of the completed answer forms for your records. No photocopies will be graded. When completed, mail your answer form to:
American Management Association
Educational Services
P.O. Box 133
Florida, NY 10921
1. When a customer refuses a service professional’s offer to be of help because the customer doubts the rep’s qualifications, the best response is:
(a) “Let me find someone else to help you.”
(b) “Hang on a second. I’ll be right back.”
(c) “Please give me a chance to assist you.”
(d) “If you need any help let me know.”
2. Empathy is the customer service quality factor that involves:
(a) being sensitive to an individual customer’s needs and emotions.
(b) providing what was promised.
(c) having a professional appearance.
(d) having a safe workplace.
3. Outlining the situation and the facts and then letting the customer draw his or her own conclusion is an example of:
(a) educating about information sources.
(b) educating through personal discovery.
(c) building self-reliance in the customer.
(d) believing the customer.
4. It costs_to attract a new customer than it does to keep one you already have.
(a) ten percent less
(b) five times more
(c) seven times more
(d) ten percent more
5. The competence principle is:
(a) keep it professional at all times.
(b) stay calm in tense situations.
(c) keep your desk and work area organized.
(d) always be learning.
6. If you believe an exception to a rule should be made, but don’t know if you have the authority, the best action to take is:
(a) take the risk and make the exception.
(b) play it safe and enforce the rule.
(c) immediately ask someone with more experience.
(d) tell the customer you’ll research it and ask her to call back tomorrow.
7. The best way to state your apology for a service breakdown is to say:
(a) I’m sorry.
(b) we’re sorry.
(c) the company is sorry.
(d) the manufacturer is sorry.
8. An example of a closed gesture is:
(a) showing the palms of the hands.
(b) extending the arms outward.
(c) uncrossed arms and legs.
(d) tightly crossed arms.
9. When a customer tries to change the terms of the sale after the sale is made, the most effective strategy is to say:
(a) no.
(b) no by offering an alternative that is available for a price.
(c) yes.
(d) no, but include something “extra” at no charge to sweeten the deal.
10. The best phrase to use when placing a telephone caller on hold is:
(a) “Hang on a second. I’ll be right back.”
(b) “Will you hold, please?”
(c) “Are you able to hold?”
(d) “May I put you on hold?”
11. The best time to begin educating the customer is:
(a) before you begin to provide the service.
(b) at the same time you begin to provide the service.
(c) when the customer has a negative experience.
(d) when the customer is angry and irate.
12. When you pay attention to detail you:
(a) are getting overly involved in the little things.
(b) are being slow and bureaucratic.
(c) are managing Moments of Truth.
(d) lose sight of the big picture.
13. When a customer is angry, the best tactic is to:
(a) show surprise.
(b) enlist the customer in generating solutions.
(c) make the customer wait for service until he or she cools down.
(d) allow the customer to vent their frustration.
14. The most important element in giving quality customer service is:
(a) customer-friendly policies.
(b) prompt shipping and billing.
(c) the customer service professional.
(d) customer surveys and research.
15. Responsiveness is the customer service quality factor that involves:
(a) keeping appointments.
(b) offering customers help and information promptly.
(c) acknowledging customers’ emotional states.
(d) keeping promises to customers.
16. When “onstage,” it is important to keep your cool because “onstage” is:
(a) a place where you can let your emotions out.
(b) a place where you can speak your mind.
(c) anywhere a customer can see or hear you.
(d) a place where you don’t have to worry about being professional.
17. When a customer says, “Are you sure about that?” the customer is really asking:
(a) “Why should I believe you?”
(b) “You’re worried about a lawsuit, aren’t you?”
(c) “How can you live with yourself, selling these products?”
(d) “Why can’t you cut me a deal?
18. The most effective technique to use when a customer persists in using foul language is to:
(a) ignore the customer’s rude or crude behavior.
(b) transfer the customer to one of your peers or to a supervisor.
(c) surface the tension by asking the customer, “Have I personally done something to upset you? I’d like to help. Please give me a chance.”
(d) build contractual trust by saying, “Stop this behavior and I’ll help you; continue it and I won’t.”
19. Open questions that delve more deeply into a customer need are known as:
(a) background questions.
(b) confirming questions.
(c) leading questions.
(d) probing questions.
20. About_of all problems service providers have to deal with are
caused by customers.
(a) one quarter
(b) one third
(c) one half
(d) two thirds
21. When a customer is upset with a warranty provision, your best bet is to:
(a) refer the customer to the manufacturer’s representative.
(b) refer the customer to the supplier.
(c) call your manager,
(d) acknowledge the customer’s upset and explain the rationale behind the policy.
22. When considering how to act at work, the best rule is:
(a) let customers and coworkers know what is going on in your life so they will understand you better.
(b) become close friends with your customers.
(c) keep it professional at all times, but with a personal touch.
(d) draw a strict line between your personal and professional lives and refuse to socialize with coworkers and customers.
23. Most of us listen to about_percent of what we hear.
(a) 90
(b) 75
(c) 50
(d) 25
24. Finding new challenges and insights even when doing the “same old thing” for customers is an example of:
(a) interpersonal skills
(b) systems skills
(c) customer knowledge
(d) personal skills
25. When a customer wants to discuss religion or politics, the service professional’s best response is:
(a) if the service professional agrees with the customer, say so; otherwise, avoid the issue.
(b) be diplomatic and agree with the customer, no matter what the service professional’s personal beliefs are.
(c) assume the best of intentions and redirect the conversation.
(d) let the customer know it’s unbusinesslike to discuss politics or religion in the workplace.