stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
Customer Service Specialist Practice Examination Part 1 Flashcards | StudBud
Explore
/
Customer Service Specialist Practice Examination Part 1
Customer Service Specialist Practice Examination Part 1
100 terms
·
StudBud Administration
Customer Service Specialist Practice Examination Part 1 100 questions
Flashcards
100 cards
F
Practice quiz
P
Host live
L
Questions
100
Answers
1
Manners are very important at work
False
True
2
If your coworker takes charge and starts to order you around, you know you’re dealing with a Phlegmatic personality.
False
True
3
What is customer feedback?
Look at the picture
Complaints
Incessant nagging
Sales created by customer word-of-mouth
4
What is the most important reason for an employer to recognize the personality types of employees?
To place an employee in the position where he/she can be the most effective
To prevent discord
To keep an employee “out of your hair”.
To place an employee where he/she can make the most friends.
5
A good way to punish a deadbeat customer who didn’t pay his service bill is to:
Take several big guys, go back to the home and take your parts back
Publish a notice naming that customer in the local newspaper
Take him or her to small claims court
Post the unpaid invoice in plain view for future customers to see
6
To help become an effective speaker, you should do which of the following?
State facts without gossip or rumors
Generalize
State opinions as facts
Use judgmental descriptions
7
Policies are implemented from the bottom of the organizational structure
True
False
8
You know some of the employees are stealing small items from the company you work for. The best thing for you to do is:
Call the police
Ignore these activities. It is none of your concern
Bring the activity to the attention of management
Plead with the workers to quit stealing
9
The best way to make certain a fax was transmitted properly is to:
“Babysit” your fax until the machine has confirmed it transmitted
Wait for the customer to call and let you know if it was received
Come back later and see if the machine has produced any error code messages
Look at the picture
10
To ensure products and services reach intended customers, ________________ is required.
Follow-up
Comparison
Analysis
Meeting
11
By saving just five minutes a day for five days per week you would:
Have saved and gained 21 hours by the end of the year
Not make much difference in managing your time
Be able to finish a tough project
None of the above
12
Continuous improvements in the customer service picture means:
Using customer feedback to increase customer call backs and recalls.
Look at the picture
Look at the picture
Look at the picture
13
If your coworker is dealing with a tragic situation, your best bet is to:
Be helpful without prying into his/her affairs.
Do nothing. He/she didn’t help you when you were having a bad time.
Give him/her advice on “rising above” the problem.
Ignore the situation
14
Look at the picture
False
True
15
Some companies pay those with CSS certifications more than ordinary workers.
True
False
16
You demonstrate company loyalty by which of the following?
Checking to see how your company ranks with competitors
Constantly looking to change company policies
All of the above
Supporting company policies
17
When communicating, we use symbols such as:
Gestures
Personal appearance
All of the above
Words
18
Why is a CSS concerned with all aspects of customer feedback to the company?
Look at the picture
A CSS is not responsible for all aspects of their company.
A CSS is not responsible for all aspects of customer feedback.
If a CSS wants a promotion, he/she has to know it all.
19
Letting the customer know that he or she has made a mistake is good because:
It keeps the customer in he/her rightful place
It makes you feel better about your own knowledge
It shows that you know more than he/she does
None of the above
20
If you are dating someone at your workplace, it is best to?
Share your happiness with the other employees
Pretend you don’t know each other at work
Rehash last night’s date with your co-workers
Be discreet and don’t discuss the situation with other employees
21
The mind of a successful person is:
On call at all times
Usually in a lower I.Q. range
Hard to understand because it comes naturally
Smarter than others
22
Asking clients to demonstrate what they understand, is not a good policy
False
True
23
Before you can solve a customer’s problem, you need to find out:
What is the nature of his/her situation
All of the above
Who he/she is
When the problem occurred
24
Talking and communicating are the same thing.
True
False
25
Company policies are rules with the company that govern how the business and employees are expected to behave
False
True
26
Using a sophisticated phone message system can simplify office communications
False
True
27
One negative result of an employer hiring a worker, but treating him or her as “contract labor” might be:
Look at the picture
Look at the picture
All of the above
The employee resents not being an employee, knowing he legally should be
28
The most important company policies are:
All company policies
Those that are issued by the corporate office
Those that affect you
Those issued by direct supervisors
29
Which of the following terms would be the most appropriate to use when speaking about your new secretary?
My administrative assistant
My male administrative assistant
My Girl Friday
My female administrative assistant
30
Company policies protect the company and employees from:
Sanctions
Bankruptcy
Fraud
Liability
31
It is always best to use technical language when dealing with a customer.
True
False
32
What factor is considered when forming company policies:
Industrial climate
Organizational vision
All of the above
Corporate culture
33
Ethical values of right and wrong can be influenced by reason and changed.
True
False
34
Look at the picture
Look at the Picture
Look at the Picture
The company will have to pay the injury claim.
The injured worker has no claim as he or she should have been watching out.
35
Using the “You Attitude” when communicating with customers is:
Unnecessary
Building good will
Dishonest
Unethical
36
Which of the following packing scenarios is cause for concern that the job is not satisfactory?
Shaking the box lets inside objects move back and forth and rattle
Corrugated box sides are bowed out
The masking tape used to secure the box flaps appears to be tearing
All of the above
37
If you have poor handwriting, you should:
Speed up in order to hurry through the unpleasant task of writing longhand.
Ask others to do your writing
Always type your messages
Slow down and try to improve the legibility
38
Which of the following might be considered pro-profit actions?
Look at the picture
Calling in sick because you can’t be at your best with a hangover.
Look at the picture
Submitting an employee suggestion to improve efficiency or safety.
39
Corporate policies are based on what?
Mission statement
Competitor’s policies
Diamond and Circle
Strategic goals
40
Pencil and paper are great tools for organizing your thoughts.
False
True
41
Which of these rules might be considered a GOOD rule?
Only one trip to the water fountain each morning
No pay checks till the boss is paid first
No parking in the boss’s spot
No sexual harassment
42
Showing your boss a way to save time or money for the company is a good way to gain trust.
True
False
43
An organization may be required by law to keep what kind of data?
Employee records
Customer income levels
a and b
Hazardous waste disposal
44
It is not necessarily helpful for you to know your own personality type.
True
False
45
Including CSS type training concepts in technical training programs usually short-changes CSS and soft skills.
True
False
46
Every business decision we make should be geared toward holding firm for our employer’s sake
True
False
47
A complaint is called what kind of feedback?
Unwanted
Positive
Negative
Not called feedback at all
48
Company loyalty requires an employee to:
Establish friendships inside the competitor’s company to discuss work ideas
Stay on the same page with shifting company goals
Argue with customers (if necessary) to get your company’s position across
Volunteer for an assignment at the company picnic
49
The CSS testing program was started in:
2000
1980
1990
2002
50
Company policies should be:
Read daily
Available
Disposed of
Locked away
51
Communication and customer service go hand-in-hand because:
A company is judged by the ability of its employees to communicate
Communicating can help solve problems
Good communication promotes respect
All of the above
52
A disadvantage of formal training of employees is:
The employee will be more knowledgeable
The employee is away from his job place
Most employees do not like homework
All of the above
53
Look at the picture
True
False
54
Effective customer service operations will:
Increase overall sales revenues
Provide competitive advantage
Increase customer loyalty and retention
All of the above
55
Cold telephone calls are classified as a _____________ marketing tool
Telemarketing
Outdoor
Discount program
Premium and incentive
56
What is a Career Path?
The progression of jobs you have held
A plan and map for your career
A company hierarchy
A training plan
57
Look at the picture
True
False
58
Look at the picture
False
True
59
Which of the following could be a valid email address:
@john100. doe
[email protected]
Johndoe.com
[email protected]
60
Look at the picture
True
False
61
Who is responsible for complying with company policies?
Customers
Everyone
Officers and managers
Employees only
62
Who usually creates company policies?
All of the above
Corporate attorneys
Managers
Corporate executives
63
Look at the picture
False
True
64
The company inadvertently pays you for overtime hours which you did not put in. What should you do to gain trust?
Act as if you didn’t notice the mistake
Go to the payroll department and show them the mistake
Explain that you thought you had worked the overtime
Accept the windfall
65
Complete destruction of records stored on magnetic media involves:
Throwing it away
Emptying the recycle bin
Degaussing
Shredding
66
ROI means:
Reduced Overtime Income
Reduce Our Inventory
Returned On Invoice
Return On Investment
67
One way to build trust with coworkers is to
Help an employee resist the temptation to cheat
Cheat if you find one or more of them also cheating
Secretly report all violations to management
Look at the picture
68
Look at the picture
False
True
69
Look at the picture
Mood
Weight
Marital status
Height
70
We pass information to higher levels to:
Answer the next call
Pass the responsibility
Let the boss know we are working
Divide areas of specialty
71
To keep your emotions from controlling your decisions, it is a good idea to:
Toss a coin
Go with the decision that “feels” best
Make a chart listing assets and liabilities of all possible decisions.
Ask someone else to make the decision for you.
72
If you cannot help a customer with a request, you should:
Tell him or her it is not your department
Suggest where he/she might find help
Call the boss
Never mention a competitor
73
During an interview, which of the following would probably be LEAST considered?
Night school electronics class
Your personal appearance
Your attitude
You’re “always on the job”
74
Universal remote controls are simple for everyone to understand
True
False
75
It is unfair for a company to refuse to hire you, just because you have a history of drug abuse.
False
True
76
Employability skills such as those taught in CSS courses can’t be learned
False
True
77
If we display traits of honesty and candor, we are demonstrating the concept of
Diligence
Fairness
Integrity
Incompetence
78
If you aren’t a good writer because of bad grammar, spelling, or punctuation, you should:
Look at the picture
Ask someone else to write it for you
Write as often as possible
Avoid writing any more than necessary.
79
Look at the picture
Intelligence
Certified tech skill
Stunning good looks
Poor judgment
80
Developing routines is a bad idea because you can get stuck in them
True
False
81
If your day becomes too stressful, you should take a minute to relax and think of something peaceful
False
True
82
Potential customers responding to your marketing campaign are called_________________ sales.
Involuntary
General
Incidental
Voluntary
83
Your best opportunity for success in dealing with a customer’s problem begins:
When you answer the phone
When you come across a solution
Before the phone rings
After you’ve had plenty of time to consider the situation
84
The concept of offering a customer service skills program was originally proposed by:
Military educators.
Large manufacturing companies in Washington state
Mass merchandiser companies
Independent service shop owners
85
To become a successful leader, it is mandatory that you have a compulsive drive to succeed
True
False
86
Records management involves which of these:
Training users of records
All of the above
Controlling records
Planning record keeping activities
87
Look at the picture
Rear
Flat
Front
Side
88
Most office/service center software is too costly to be effective
False
True
89
Noncompliance with a company policy does what?
Destroys businesses
Creates a burden on others
Makes the day more enjoyable
Creates a fun workplace
90
Which of these rules might be considered a GOOD rule?
It is mandatory that you attend a certain church
Keep lights off unless absolutely necessary
Keep food and drink away from your keyboard
All employees must wear crew-cuts
91
Which of the following statements reflects a positive image to the customer?
Let’s see what I can do
But…
I shouldn’t
That could not have happened
92
If you are having computer hardware problems that you are not sure how to repair, you should:
Leave the problem to be found by someone who might know more
Look at the picture
Unplug the equipment and attempt the service yourself
Look at the picture
93
A person with a Sanguine personality is ideally suited for a sales job.
True
False
94
Which of the following might be considered pro-profit actions?
Smoking in the restroom, rather than at your bench.
Look at the picture
Look at the picture
Look at the picture
95
Which of these is most susceptible to damage from permanent magnets?
Credit cards
Cellular telephone antennas
Polarized power connectors
AA batteries
96
Responsible companies use records for:
Performing quantitative and qualitative analysis
Identifying competitors
Selling data to other companies
Spying on the customer
97
Look at the picture
False
True
98
Look at the picture
False
True
99
The following information needs to be included in all faxes
A notation of how much time you spent on this fax
A cover sheet
The company’s quarterly report
Your lunch order
100
Look at the picture
False
True
