Basic Customer Service Skills Quiz
Are you a support pro? Test your knowledge in our free customer service test. Please read all the possible answers before picking the right one!
1. Providing an answer in a customer’s original words:
A. shows empathy
B. isn’t necessary
C. is against company policy
2. The customer is:
A. always right
B. sometimes right
C. never right
3. A visibly agitated caller says he never received the product. What’s the best way to show empathy?
A. “Calm down and explain the situation.”
B. “It’s not my fault it didn’t arrive.”
C. “I’m sorry to hear that. Let’s look into this together.”
4. A prospect is upset because the support rep hasn’t called them back. What’s the best way to respond?
A. “Let me check and get back to you.”
B. “You’re right. That shouldn’t have happened. Let me help.”
C. “They’re probably busy. What do you expect?”
5. A customer has been refunded for a failed delivery, but they’re still upset. What should you do?
A. Give the refund again
B. Ignore their complaint
C. Acknowledge their feelings and apologize
6. What’s the best phrase NOT to use when talking to customers?
A. “I understand.”
B. “Calm down.”
C. “Let me check that for you.”
7. Which information do you share with the user?
A. Only relevant, clear, and necessary info to resolve the issue
B. Everything you know, even if it’s unrelated
C. Personal opinions about your company’s policies
8. A customer wants to speak to a product lead or a tech expert. What’s your next move?
A. Escalate if appropriate, and explain why
B. Immediately say no
C. Tell them to Google it
9. Which of the below is a standard Support Skills principle?
A. Make your recommendations as vague as possible
B. Build trust
C. Use sarcasm
10. A user has come to you after weeks of dealing with failed deliveries. You:
A. Acknowledge their frustration, then help solve the issue
B. Tell them to take it up with shipping
C. Say, “This isn’t my department”
11. You read a ticket and suspect the user is angry. What do you do?
A. Use friendly, calm language to de-escalate
B. Get angry back
C. Send a meme
12. You suspect a user has misunderstood a key message. You should:
A. Leave it
B. Clarify the confusion
C. Ignore the concern
13. A user is frustrated by a pricing change and calls that unfair. What’s a good response?
A. “We’re sorry. Here’s how we came to the decision and why it’s needed.”
B. “It’s not our fault.”
C. “You can always unsubscribe.”
14. What’s the best call to action? (Specificity matters!)
A. “Let me know.”
B. “Tell me if you need help with X or Y. Here’s how.”
C. “Check the website.”
15. What does CRM stand for?
A. Customer Relationship Management
B. Company Reporting Metrics
C. Client Request Module
16. You’re faced with an angry, overwhelmed caller who claims you aren’t listening. What do you say?
A. “Can you please calm down?”
B. “I understand how frustrating this is. I’m here to help.”
C. “Try again when you’ve calmed down.”
17. Which tone or style shows respect, friendliness, and calm in customer service?
A. Warm, concise, and professional
B. Formal and cold
C. Humorous and sarcastic
18. Would it be useful to link to external customer help docs?
A. Yes
B. No
C. Only if it’s a complaint
19. What does CSAT stand for?
A. Customer Satisfaction Score
B. Customer Sales and Transactions
C. Client Service Assessment Team
20. Which team most directly handles refunds?
A. Customer service or operations
B. Sales
C. Social media
Check Your Answers
Now that you've completed the quiz, take a moment to review your responses. Compare each of your answers to the official answer key below. This will help you identify areas where your customer service knowledge is strong, as well as topics that might need a quick refresh.
Answer Key
1-A, 2-B, 3-C, 4-B, 5-C, 6-B, 7-A, 8-A, 9-B, 10-A, 11-A, 12-B, 13-A, 14-B, 15-A, 16-B, 17-A, 18-A, 19-A, 20-A
Your Score
Count how many answers you got correct and check your performance below:
- 18–20 correct: 🌟 Excellent! You’ve mastered the essentials of customer service. Keep it up!
- 15–17 correct: ✅ Great job! You have a solid understanding, with just a few areas to polish.
- 12–14 correct: 👍 Good effort! Review the ones you missed to strengthen your skills.
- 8–11 correct: 🧐 Needs improvement. Take time to revisit key principles and examples.
- 0–7 correct: ⚠️ Time to review. Go back through the quiz and study the correct answers—practice will build confidence.
