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