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Quiz: Level 2 Certificate in Principles of Customer Service - CPD Certified

Quiz: Level 2 Certificate in Principles of Customer Service – CPD Certified

Quiz: Level 2 Certificate in Principles of Customer Service - CPD Certified (#46)

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Quiz for Level 2 Certificate in Principles of Customer Service - CPD Certified

Question Format: The exam comprises 10 multiple-choice questions.

Marking Scheme: Each question carries 1 marks.

Total Marks: 10 marks.

What should be very clear in our mind about the customer's specific, measurable, and realistic needs?

Idea

Goal

How do we ensure that we are in control of our customers?

Controlling

Regulating

How much time will you get to create the first impression on a customer?

A few minutes

A few second

In which calls do you need a mountain of personal information about the customers?

Inbound

Outbound

What should you do to keep a smile on your face when you are talking to customers?

Smile

Smirk

In which process employees can collaborate to help each other improve their skills and techniques?

Peer monitoring

Customer Surveys

What is the difference between sympathy and world-class customer care?

Emotion

Empathy

What do you need to focus on listening?

Mental ability

Mental sharpness

True or False? "The tone of our voice cannot convey any emotions and feelings.".

True

False

Within how many days should the urgent calls be returned?

1

2

Payment Details

You will get Learndrive Certificate and Transcript free, if you pass the course. However, you have to pay a small assessment fee if you wish to submit your final exam.

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Price: £10.00

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