英语客服考试题及答案.docVIP

英语客服考试题及答案

一、单项选择题（总共10题，每题2分）

1.Whenacustomercallsinwithacomplaint,thefirststepforacustomerservicerepresentativeisto:

A.Immediatelyprovideasolution

B.Listentothecustomerandunderstandtheirissue

C.Putthecustomeronholdtofindamanager

D.Apologizewithoutsolvingtheproblem

2.WhichofthefollowingisNOTapartofthecustomerserviceprocess?

A.Greetingthecustomer

B.Identifyingthecustomersneed

C.Offeringadiscount

D.Followingupaftertheinteraction

3.Inemailcommunication,whatisthebestwaytostartamessagetoacustomer?

A.Hello,howcanIhelpyou?

B.Thisis[Name],callingfrom[Company]

C.Ihopeyouaredoingwelltoday

D.Thankyouforchoosingourservice

4.Whendealingwithadifficultcustomer,whichapproachisgenerallymosteffective?

A.Beingconfrontational

B.Ignoringtheircomplaints

C.Remainingcalmandprofessional

D.Offeringtotransferthecalltoahigherauthorityimmediately

5.Whatistheprimarygoalofcustomerservicetraining?

A.Toteachemployeeshowtosellproducts

B.Toensureemployeescanhandlecustomerissueseffectively

C.Tomakeemployeesmorefamiliarwithcompanypolicies

D.Toincreasethenumberofcallshandledbyeachemployee

6.Whichofthefollowingisanexampleofactivelistening?

A.SayingIseewhilethecustomeristalking

B.Interruptingthecustomertogiveyourownsolution

C.Paraphrasingthecustomersissuetoensureunderstanding

D.Lookingattheclockwhilethecustomerisspeaking

7.Incustomerservice,whatisthecustomerisalwaysrightprinciplebasedon?

A.Legalrequirement

B.Companypolicy

C.Ethicalbelief

D.Businessstrategy

8.Whatisthebestwaytohandleacustomerscomplaintaboutaproduct?

A.Defendtheproductandthecompany

B.Offerarefundwithoutaskingquestions

C.Investigatetheissueandprovideasolution

D.Askthecustomertopostareviewonline

9.Whichofthefollowingisakeyelementofeffectivecommun