If you cannot help a customer with a request you should:

Suggest where s/he might find help

Patterns for successful customer service workers include

getting ahead as a goal unto itself

The best way to make certain a fax was transmitted properly is to:

c. 'babysit' your fax until the machine has confirmed it transmitted

To help become an effective speaker, you should do which of the following?

D. State facts without gossip or rumors

To keep your emotions from controlling your decisions, it is a good idea to:

b. make a chart listing assets and liabilities of all possible decisions

If you cannot help a customer with a request you should:

A. Suggest where s/he might find help

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CSS Practice

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Questions 100

Answers

1
Talking and communicating are the same thing.
False
True
2
It is unfair for a company to refuse to hire you just because you have a history of drug abuse
True
False
3
If you cannot help a customer with a request you should:
Call the boss
Suggest where s/he might find help
Tell him or her it is not your department
Never mention a competitor
4
The following information needs to be included in all faxes:
A notation of how much time you spent on this fax
The company's quarterly report
A cover sheet
Your lunch order
5
To become a successful leader, it is mandatory that you have a compulsive drive to succeed.
True
False
6
Employability skills such as those taught CSS courses can't be learned
False
True
7
Patterns for successful customer service workers include
never put yourself on the line
working just enough to get the job completed
"curiosity killed the cat." Never ask questions
getting ahead as a goal unto itself
8
Successful CSS to posses which of the following traits?
B. Stunning good looks
D. Poor judgement
C. Certified tech skills
A. Intelligence
9
"Fear of the unknown" is usually a learned emotion, based solely on a(n) ______ past experience
d. abundance
c. variety
a. collection
b. generalization
10
The best way to make certain a fax was transmitted properly is to:
c. 'babysit' your fax until the machine has confirmed it transmitted
b. wait for the customer to call and let you know if it was received
d. allow another coworker who is already at the fax machine send it
a. see if the machine had produced any error code messages
11
Rules are generally made by a company in order to break the spirit of the workers
False
True
12
To ensure products and services reach intended customers, _________ is required.
D. Meeting
A. Analysis
B. Follow-up
C. Comparison
13
Universal remote controls are simple for everyone to understand
False
True
14
It is unfair for a company to refuse to hire you just because you have a history of drug abuse
True
False
15
Who is responsible for complying with company policies?
Employees only
Officers and managers
Customers
Everyone
16
A person with a Sanguine personality is ideally suited for a sales job.
False
True
17
It is not necessarily helpful for you to know your own personality type
False
True
18
Who is responsible for complying with company policies?
C. Officers and managers
A. Everyone
B. Employees only
D. Customers
19
Pencil and paper are great tools for organizing your thoughts.
False
True
20
Corporate policies are based on what?
A. Competitor's policies
D. B and C
C. Strategic goals
B. Mission statement
21
To help become an effective speaker, you should do which of the following?
B. Generalize
C. State opinions as facts
D. State facts without gossip or rumors
A. Use judgmental descriptions
22
Most office/service center software is too costly to be effective
False
True
23
knowingly working as an employee and the company is treating you as a contract laborer both are violating the law
True
False
24
company doesn't pay you as much as you feel you are worth, there is no reason to devote your best efforts to you work
True
False
25
Potential customers responding to your marketing campaign are called ___________________ sales
General
Voluntary
Involuntary
Incidental
26
Changes in the motivation to give good customer service occured when high tech products proliferated
False
True
27
Holding membership in important organizations usually results in a pay raise or promotion
true
false
28
Company policies protect the company and employees from:
C. Sanctions
B. Liability
D. Bankruptcy
A. Fraud
29
To keep your emotions from controlling your decisions, it is a good idea to:
a. ask someone else to make the decision for you
d. go with the decision that "feels" best
c. toss a coin
b. make a chart listing assets and liabilities of all possible decisions
30
If your day becomes too stressful, you should take a minute to relax and think of something peaceful.
True
False
31
It is always best to use technical language when dealing with a customer
False
True
32
Holding membership in important organizations usually results in a pay raise or promotion
False
True
33
Potential customers responding to your marketing campaign are called ___________________ sales
D. General
A. Involuntary
C. Incidental
B. Voluntary
34
If you cannot help a customer with a request you should:
D. Call the boss
B. Tell him or her it is not your department
C. Never mention a competitor
A. Suggest where s/he might find help
35
If we display traits of honesty and candor, we are demonstrating the concept of:
D. Incompetence
B. Fairness
A. integrity
C. Diligence
36
When _______ is introduced, we feel threatened, or fearful.
attitude
change
resistance
emotion
37
The customer will usually follow your lead if you do what during communication?
set a good example
offer sound information
shake his hand
compliment his clothes
38
Manners are very important at work
True
False
39
Developing routines is a bad idea because you can get stuck in them
True
False
40
Letting the customer know that he or she has made a mistake is good because:
It keeps the customer in their place
None of the above
It shows you know more than them
It makes you feel better about your own knowledge
41
It is always best to use technical language when dealing with a customer
False
True
42
The customer will usually follow your lead if you do what during communication?
c. offer sound information
a. compliment his clothes
b. set a good example
d. shake his hand
43
Policies are implemented from he bottom of the organizational structure
True
False
44
Pencil and paper are great tools for organizing your thoughts.
False
True
45
Asking clients to demonstrate what they understand is not a good policy
False
True
46
What factor is considered when forming company policies?
Organizational vision
Industrial climate
All of the above
Corporate culture
47
Using the "You Attitude" when communicating with customers is:
a. unethical
b. unnecessary
c. dishonest
d. building goodwill
48
Which of the following terms would be the most appropriate to use when speaking about your new secretary?
c. My male administrative assistant
d. My female administrative assistant
b. My administrative assistant
a. My Girl Friday
49
If your coworker takes charge and starts to order you around, you know you're dealing with a Phlegmatic personality
True
False
50
Which of the following statement reflects a positive image to the customer?
D. But...
C. That could not have happened
B. Let's see what I can do
A. I shouldn't
51
When _______ is introduced, we feel threatened, or fearful.
d. change
b. attitude
c. emotion
a. resistance
52
What factor is considered when forming company policies?
B. Corporate culture
D. All of the above
C. Industrial climate
A. Organizational vision
53
One reason for giving employees some autonomy on the job might be:
b. the employer wouldn't have to come into work
a. the workers will feel better about their jobs
c. they might expect you to do your work
d. they will expect money
54
You cannot make complicated things simple
False
True
55
The company inadvertently pays you for overtime hours which you did not put in. What should you do to gain trust?
Explain that you thought you had worked the overtime
Act as if you didn't notice the mistake
Accept the windfall
Go to the payroll department and show them the mistake
56
Not offering to give the customer a receipt, with the intent of not including the income is a criminal act
False
True
57
a public library is usually a tax-supported service, the idea of being a pro-profit employee does not apply
False
True
58
The concept of offering a customer service skills program was originally proposed by:
d. large manufacturing companies in Washington state
c. independent service shop owners
b. mass merchandiser companies
a. military educators
59
If your coworker takes charge and starts to order you around, know you are dealing with a Phlegmatic personality.
True
False
60
Every business decision we make should be geared towards holding firm for our employer's sake
False
True
61
Including CSS type training concepts in technical training programs usually short-changes CSS and soft skills
True
False
62
Noncompliance with a company policy does what?
d. makes the day more enjoyable
b. creates a burden on others
a. creates a fun workplace
c. destroys business
63
What is the first step in the problem- solving process?
a. report the problem
b. solve the problem
d. identify the cause
c. collect and analyze data
64
When communicating, we use symbols such as:
Personal appearance
Gestures
Words
All of the above
65
A personal rule for success should include
never do more than a job requires
Keep up to date
none of the above
point out co-workers mistake
66
Which of the following is an example of an internal customer?
coworker
customer with a complaint
customer with a technical problem
customer with a billing problem
67
company has a rule that no employee can remove things from the premises then it is ok for you to take things home
True
False
68
Who usually creates company policies?
B. Corporate attorneys
C. Managers
D. All of the above
A. Corporate executives
69
One way to build trust with coworkers is to:
Show them you will report them if you suspect they might be doing something
Cheat if you find one or more of them also cheating
Help an employee resist the temptation to cheat
Secretly report all violations to management
70
Your best opportunity for success in dealing with a customer's problem begins:
a. after you've had plenty of time to consider the situation
d. before the phone rings
b. when you come across a solution
c. when you answer the phone
71
Corporate policies are based on what?
Only Strategic goals
Only Mission statement
Competitor's policies
Mission statement and Strategic goals
72
A person with a Sanguine personality is ideally suited for a sales job.
True
False
73
Asking clients to demonstrate what they understand is not a good policy
False
True
74
Word-of-mouth advertising is defined as:
people who have seen your marketing but don't know how to get your product
people who have never seen your marketing but are in your business arena
people who have seen your marketing and have heard good things about you
people who have never seen your marketing campaign
75
A complaint is what kind of feedback?
Negative
Positive
76
If you aren't a good writer, because of bad grammar, spelling or punctuation, you should:
Just tell people what you want
Ask someone to write for you
Avoid Writing
Write as often as possible
77
Cold telephone calls are classified as a ________ marketing tool.
C. Telemarketing
D. Discount program
A. Premium and incentive
B. Outdoor
78
Which of these is most susceptible to damage from permanent magnets?
B. Cellular telephone antennas
A. Credit cards
D. AA batteries
C. Polarized power connectors
79
ROI means:
D. Reduced Overtime Income
B. Return On Investment
C. Returned On Invoice
A. Reduce Our Inventory
80
The mind of a successful person is:
A. Usually in a lower I.Q. range
B. Smarter than others
D. On call at all times
C. Hard to understand because it comes naturally
81
Policies are implemented from the bottom of the organizational structure
False
True
82
In a confrontation who should "come out on top"?
a. customer service representative
c. customer
b. employer
d. all of the above
83
Company policies should be:
C. Disposed of
D. Read daily
B. Available
A. Locked away
84
if you aren't a good writer because of bad grammar, spelling, or punctuation, you should
Write as often as possible
Tell people what you want,
Ask someone to write it for you
Avoid writing any more than necessary
85
Showing your boss a way to save time or money for the company is a good way to gain trust
True
False
86
Running a credit check on a customer is usually illegal
False
True
87
Which of the following is an example of an internal customer?
b. customer with a technical problem
c. coworker
a. customer with a billing problem
d. customer with a complaint
88
Using a sophisticated phone message system can simplify office communications
False
True
89
Who usually creates company policies?
Managers
Corporate attorneys
Corporate executives
All of the above
90
Nearly all adults already know all of the concepts of the CSS program, but they just don't apply them
True
False
91
Most office/service center software is too costly to be effective
True
False
92
Only the boss needs to be concerned with harassment and discrimination laws.
True
False
93
Company policies protect the company and employees from:
Sanctions
Bankruptcy
Liability
Fraud
94
Developing routines is a bad idea because you can get stuck in them
True
False
95
When communicating, we use symbols such as:
C. Personal appearance
B. Gestures
D. All of the above
A. Words
96
Effective customer service operations will:
A. Increase customer loyalty and retention
B. Increase overall sales revenues
D. All of the above
C. Provide competitive advantage
97
Noncompliance with a company policy does what?
B. Creates burden on others
D. Makes the day more enjoyable
C. Destroys businesses
A. Creates a fun workplace
98
Some companies pay those with CSS certifications more than ordinary workers
True
False
99
a worker sets his own work hours, he can be classified as a "contract labor" even if he does operate out of a company
False
True
100
Using a sophisticated phone message system can simplify office communications
False
True

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