Customer Service Skills
Exam Questions
Course Introduction
This course provides students with the fundamental principles and best practices of customer service, focusing on effective communication, problem-solving, and relationship-building strategies. Students will learn how to handle customer inquiries, resolve complaints, and deliver exceptional service across various platforms and industries. Emphasis is placed on understanding customer needs, developing empathy, and applying professional etiquette to ensure positive customer experiences. The course also explores the role of technology in customer service and prepares students to adapt to evolving industry expectations with confidence and professionalism.
Recommended Textbook
Professionalism Skills for Workplace Success 3rd Edition by Lydia E. Anderson
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16 Chapters
1680 Verified Questions
1680 Flashcards
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Chapter 1: Your Attitude and Personality
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134 Flashcards
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Sample Questions
Q1) It is not important to write down goals as long as you can remember them.
A)True
B)False Answer: False
Q2) Workplace productivity is a result of positive workplace interactions and relationships.
A)True
B)False Answer: True
Q3) Once you realize you cannot reach your goal within your time line, you should give it up.
A)True
B)False Answer: False
Q4) An example of setting a time frame for your goals is, "I will become a manager soon after I find a good job in my desired career."
A)True
B)False Answer: False
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Chapter 2: Goal Setting and Life Management
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95 Flashcards
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Sample Questions
Q1) ________ is the amount of money in your paycheck before taxes or other deductions are made.
Answer: Gross income
Q2) Debt:
A) Is the amount of money that is yours after paying off both assets and liabilities
B) Includes tangible items that are worth money
C) Is the cost of borrowing money
D) None of the above
Answer: D
Q3) The best way to stay out of the debt hole is to manage your credit.
A)True
B)False
Answer: True
Q4) Do not start a savings and investment plan until you get a good paying job.
A)True
B)False
Answer: False
Q5) A(n) ________ is a detailed financial plan for a specific time period.
Answer: Budget
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Chapter 3: Personal Financial Management
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82 Flashcards
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Sample Questions
Q1) Being organized will optimize your performance at work.
A)True
B)False
Answer: True
Q2) Keeping your desk/work area clean and clutter-free will help you maintain organization.
A)True
B)False
Answer: True
Q3) If you cannot surround yourself with positive people at work, quit your job.
A)True
B)False
Answer: False
Q4) Keeping extra supplies of commonly used items on hand will waste space.
A)True
B)False
Answer: False
Q5) ________ is how you manage time.
Answer: Time management
Page 5
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Chapter 4: Time and Stress Managementorganizational Skills
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101 Verified Questions
101 Flashcards
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Sample Questions
Q1) A proper handshake:
A) Should always be initiated by the more "senior" person
B) Conveys self-confidence and professionalism
C) Should include a hard squeeze of the other person's hand
D) All of the above
Q2) Your appearance should be viewed as a frame to your desired image.
A)True
B)False
Q3) If you are anticipating an important call/message during a business meeting:
A) You should never take a call/message during a business meeting
B) If possible, inform all in attendance of the situation
C) If possible, inform the leader of the meeting of the situation
D) None of the above
Q4) A(n) ________ is one who projects the attitude of an executive.
Q5) If you run late to an appointment, call and let the other party know you are running late.
A)True
B)False
Q7) Your ________ is how you look. Page 6
Q6) Describe several activities that exhibit good etiquette during a business lunch.
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Page 7
Chapter 5: Ethics, Politics, and Diversity
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170 Flashcards
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Sample Questions
Q1) Power given to you from the company is called:
A) Legitimate power
B) Management power
C) Work power
D) All of the above
E) None of the above
Q2) Office supplies should only be used for business purposes.
A)True
B)False
Q3) Ethical behavior is a reflection of the influences of:
A) Friends
B) Family
C) Coworkers
D) All of the above
E) None of the above
Q4) Diversity only refers to cultural and racial differences.
A)True
B)False
Q5) Name and define the seven bases of power.
Q6) ________ is the ability to influence someone with something of value.
Page 8
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Chapter 6: Etiquettedress
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Sample Questions
Q1) ________ means that you accept the responsibility to perform and report back your success.
Q2) An abusive boss is someone who is constantly belittling or intimidating employees.
A)True
B)False
Q3) Attending work-related social activities is:
A) Mandatory if they occur outside of normal work hours
B) Optional if the event is at work and held during work hours, but you are busy
C) Both A and B
D) None of the above
Q4) If you are the victim of a bad relationship:
A) Do not hold a grudge if the other person is rude
B) Document any hostile or harassing behavior and inform your boss
C) Apologize if you harmed the other person
D) All of the above
E) None of the above
Q5) It is common and expected that you consume alcohol at work-related functions.
A)True
B)False
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Chapter 7: Customer Servicequality
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111 Flashcards
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Sample Questions
Q1) A service is:
A) A tangible item
B) An intangible item
C) A good
D) All of the above
Q2) A product is:
A) A service
B) A good
C) What is produced by a company
D) All of the above
Q3) It is the employee's job to solve a customer's problem.
A)True
B)False
Q4) A(n) ________ defines what is important to a company.
Q5) Illustrate and label the three levels of management.
Q6) Employees can show their loyalty to a company by:
A) Ignoring company policies
B) Displaying rudeness toward customers
C) Doing their jobs well
D) None of the above
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Chapter 8: Human Resource Management
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Sample Questions
Q1) Employers usually do not review the employee handbook with you, so it is your responsibility to review it on your own.
A)True
B)False
Q2) During an employee orientation, the ________ is typically shared. This piece of information visually shows the lines of authority, key departments, and individuals in charge.
A) Organization structure
B) Organization chart
C) Chart of command
D) Command and control structure
Q3) A(n) ________ outlines an employee's job duties and responsibilities.
Q4) The employee handbook:
A) Is an important legal document
B) Should be kept readily available and referred to often
C) Should be kept in a secure location
D) All of the above
Q5) ________ employees are not contractually obligated to work for the company for a specified period.
Page 11
Q6) A(n) ________ works 40 or more hours per week.
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Chapter 9: Communication
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Sample Questions
Q1) Explain the key differences between verbal and nonverbal communication.
Q2) Effective communication is necessary for workplace success.
A)True
B)False
Q3) Formal ________ communication occurs among individuals or departments at the same or close organizational levels.
A) Vertical
B) Horizontal
C) Organizational
D) Reverse
Q4) Presentation support content usually comes in the form of a handout.
A)True
B)False
Q5) You were recently introduced to a bank manager who expressed hope of doing business with your company. What type of communication should you use to follow-up with this potential customer? Please thoroughly explain your rationale, form of communication, and message.
Q6) Illustrate, label, and define each key term relating to the communication process.
Page 12
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Chapter 10: Accountability and Workplace Relationships
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Sample Questions
Q1) The most common form of internal and external electronic communications in the workplace is:
A) Texting
B) Mobile phones
C) Instant messaging
D) E-mail
Q2) _____ creates more efficient communication within an organization and with individuals outside of the organization.
A) Texting
B) Mobile phones
C) Instant messaging
D) E-mail
Q3) When receiving a work-related message that requires a reply:
A) Always respond immediately
B) Do not reply (ignore the message)
C) Do not reply for two days (take ample time to think)
D) None of the above
Q4) A business e-mail should always include your boss.
A)True
B)False
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Chapter 11: Teamwork, Motivation, and Leadership
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Sample Questions
Q1) The first item needed to be agreed upon in a team presentation is the:
A) Goal
B) Responsibility of each team member
C) Outline
D) None of the above
Q2) The two major types of teams are formal and informal.
A)True
B)False
Q3) The final stage of team performance is the adjourning stage.
A)True
B)False
Q4) Making assumptions about what fellow team members think is a:
A) Sign of poor synergy and good communication
B) Common cause of group conflict
C) Sign of good synergy and communication
D) Common cause of team success
Q5) ________ is the extra excitement that occurs when people are truly working together as a team.
Q6) ________ are needs that focus on workplace relationships.
Q7) Most companies use ________ to accomplish goals.
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Chapter 12: Conflict and Negotiation
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Sample Questions
Q1) If you belong to a union and have a workplace conflict:
A) Volunteer to participate in mediation and/or arbitration
B) Immediately contact your shop steward and file a grievance
C) Refer to your union contact to identify next steps and your rights
D) All of the above
Q2) If you experience harassment, you should ignore it so it will not happen again.
A)True
B)False
Q3) If you are not satisfied with the employer's outcome of your harassment complaint:
A) You have a right to file only with your state's Fair Employment or Housing department
B) It doesn't matter, you have no recourse
C) You have a right to file a complaint with your state's Fair Employment and Housing or the Equal Opportunity Employment Commission
D) None of the above
Q4) ________ occurs when there is a disagreement or tension between two or more parties.
Q5) A(n) ________ is a fellow employee who is rude and unprofessional.
Q6) ________ is unwanted advances of a sexual nature.
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Chapter 13: Job Search Skills
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Sample Questions
Q1) Industry research will help determine what type of industry requires your key skills.
A)True
B)False
Q2) Prior to signing an employment application ________, because it is a legal document.
Q3) Networking involves all of the following EXCEPT:
A) Talking to neighbors
B) Sitting in a public park
C) Posting messages in a chat room
D) Talking to strangers
Q4) Employers may contact ________ to verify your work experience and personal character.
Q5) One major goal of an informational interview is to ask for a job.
A)True
B)False
Q6) A network list should include the contact's birth date.
A)True
B)False
Q7) Explain the importance of maintaining a job-search portfolio.
Page 16
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Chapter 14: Resume Package
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Sample Questions
Q1) To ensure résumé formatting is maintained when sending your file electronically it is best to send a:
A) Neither Microsoft Word nor a portable document file
B) Either Microsoft Word or Portable document file
C) Portable document file
D) Microsoft Word file
Q2) The five steps to building a winning résumé include:
A) A picture
B) Write a cover letter
C) Write a career objective
D) All of the above
Q3) Step two of résumé creation involves listing the following information into an electronic document:
A) Education, skills, birth certificate information, and children's information
B) Education, skills, language, and awards
C) Education, skills, language, and children's information
D) All of the above
Q4) A(n) ________ is found at the top of your resume with relevant contact information.
Q5) Write a functional resume.
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Chapter 15: Interview Techniques
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109 Flashcards
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Sample Questions
Q1) When asked a question during an interview:
A) Take a few seconds to attach meaning prior to providing a long answer
B) Listen carefully and take a few seconds to attach meaning to the question
C) Immediately answer the question
D) Respond with a question
Q2) You should keep original documents in your interview portfolio to give to the employer during an interview.
A)True
B)False
Q3) The purpose of a(n) ________ interview question is to identify whether a candidate can appropriately sell his or her skills.
A) Closed
B) Unstructured
C) Open
D) Structured
Q4) When asked an illegal or discriminatory interview question, do not answer the illegal question; instead, address the issue.
A)True
B)False
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Chapter 16: Career and Life Changes
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Sample Questions
Q1) Making every opportunity a learning opportunity is referred to as:
A) Employee appraisals
B) Training
C) Professional development
D) Informal learning
Q2) Reasons to become an entrepreneur include:
A) Wanting to work for yourself
B) Wanting more income
C) Wanting to exploit a business opportunity
D) All of the above
Q3) Retirement is voluntary.
A)True
B)False
Q4) Demotions are more common than firings.
A)True
B)False
Q5) Leave a company in a manner that would make the company want to rehire you tomorrow.
A)True
B)False
Page 19
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