Test 3

Question 1

What percentage of information do we retain when listening to someone speak?

Answer 1

25%

Question 2

When speaking to customers on the phone, what sets the tone for the call?

Answer 2

The initial sound of your voice

Question 3

Is it okay to put customers on hold? (T , F?)

Answer 3

true

Question 4

In 2005, a survey showed that approximately 10% of the world’s population shopped online. What is that percentage today?

Answer 4

70%

Question 5

Customer service trainers encourage customer service reps to do what when they are on the phone with customers?

Answer 5

smile

Question 6

When assisting customers in the store, you should never stop assisting them to answer the phone. (T , F?)

Answer 6

false

Question 7

Which word best describes your expression of emotion or feeling?

Answer 7

tone

Question 8

What word best describes how high or deep your voice sounds?

Answer 8

pitch

Question 9

What percentage of your message is conveyed in the tone of your voice?

Answer 9

86%

Question 10

Thirty percent of all brand name companies have what type of social media account?

Answer 10

Twitter

Question 11

Which word best describes the words and syllable you choose to emphasize?

Answer 11

inflection

Question 12

Never ask a customer which of the following questions?

a. How much do you want to spend?
b. Is there a particular need that you have?
c. Which type of model do you prefer?
d. What size can I get for you?

Answer 12

a

Question 13

How fast you are speaking is your:

Answer 13

rate

Question 14

How loud your voice is:

Answer 14

volume

Question 15

Why should we never ask a question like: Do you want the iPhone 12 or iPhone 13?

a. They may prefer the iPhone 8
b. It limits their options.
c. That is the two latest iPhones so they almost always want those.
d. None of the above.

Answer 15

b

Question 16

It is okay to tell a customer on the phone that you have a certain product in the store even if you know they don’t. It is your goal to get them to the store. (T , F?)

Answer 16

false

Question 17

When emailing a customer you should always read the message out loud before sending it. (T , F?)

Answer 17

true

Question 18

All emails should begin with a closing and end with a salutation. (T , F?)

Answer 18

false

Question 19

When working with a customer through live chat, it is okay to ask them to be put on hold while you look something up. (T, F?)

Answer 19

true

Question 20

When should you use action words?

Answer 20

email

Question 21

What percentage of your message is conveyed through your words vs through your tone?

Answer 21

14%

Question 22

You should always give your name when answering the phone at work. (T, F?)

Answer 22

true

Question 23

What does it mean to “listen to what is not said”?

a. Listen to what they are saying verbally.
b. Pay attention to their body language.
c. Try to predict what they want to say.
d. Encourage them to buy what you think they want.

Answer 23

b

Question 24

A customer calls the store to speak to a certain sales representative. You will have to put
them on hold to see if he is available. What do you do?
a. Just put the customer on hold.
b. Tell them they are not available and take a message.
c. Ask if you can put them on hold while you check to see if the person they want can
come to the phone.
d. None of the above.

Answer 24

c

Question 25

A customer calls and ask to book an appointment. You do not typically book appointment but
you do know how to do it. What do you do?
a. Tell them okay and book their appointment.
b. Tell them to hold on while you get someone else to do it.
c. Tell them to call back later in the day when the appointment person is back.
d. Tell them that is not your job.

Answer 25

a

Question 26

The store is very busy and your boss ask if you would like some overtime and to stay and
help out. What should you do?
a. Tell your boos that is not your problem that the store is busy.
b. Stay and work overtime as long as you don’t have anything important.
c. Tell you boss that’s not your job.
d. Leave work before he has the chance to ask you.

Answer 26

b

Question 27

Writing down notes about your customer helps you to remember them. (T, F?)

Answer 27

true

Question 28

What two questions can you ask to better serve your customer?

Answer 28

What brands do you prefer?

What features are important to you?

Question 29

What are four ways to promote active listening?

Answer 29

focus entirely on your customer
listen completely
listen for what is not said
remain objective, dont judge

Question 30

Name three things that customers want.

Answer 30

problem solved
choices
value