Customer Service Exam Questions

Hello, I want to know the questions that are asked in the customer services exam in the previous years. Please provide.

[Shaleen]

Hello, here I am providing you the questions that are asked in the customer services exam in the previous years as under:

Which of the following does not show "active" listening?
Repeating and reflecting back your understanding to the customer
Asking your manager to speak with the customer
Making notes
Using words such as, "I see, go on, right"

What is the opposite of "reactive" customer service?
Inactive
Overactive
Non-active
Proactive

"You mentioned...how would you feel...?" is an example of what kind of question?
Leading
Assumptive
Clarification
Closed

The "lifetime value" of a client refers to what?
The total amount a company spends on keeping a customer happy
The money spent on a product or service by a customer each year
The company revenue spent on advertising
The monetary value per customer accrued to a company over a measured period

Which of the following words / phrase is not "positive" as perceived by most customers?
Certainly
You’re welcome
I’ll do my best
What I can do is...

Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Smiling
Slow, deliberate nodding of the head

When attempting to convince a potential buyer to purchase a product or service, the most important aspect of the interaction is:
Matching their perceived needs to potential solutions
Giving as many of the features of the product or service as possible
Finding out why they called us
Offering the best deal

The act of reflecting back to a face to face customer certain meaningful body language signals is known as:
Mirroring and Matching
Copying and Mimicking
Reflecting and Marking
Matching and Marking

Which of the following does not contribute to the "image" you project?
Body language
Choice of words
Your specific job title
Tone of voice

The most effective salespeople use which ratio of questions to statements?
2:1
1:1
4:1
1:2

Which of the following statements most closely reflects your own view?
I need to change my personality to match that of the customer
I am never a ‘stressed-out’ customer, so why should I put up with difficult behaviour from customers?
The customer has a perfect right to be rude if necessary
In any given service or sales situation I can choose my own behaviour for the best possible outcome.

"Treat others as you’d like to be treated" is a good guiding principle behind offering outstanding service or sales through service.
True
False