Professional Customer Interaction Quiz

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Key concepts in client communication

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Devena Atkinson

Jamaica

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Froggy Jumps Professional Customer Interaction QuizOnline version Key concepts in client communication by Devena Atkinson 1 What must every interaction begin with according to Professional Courtesy? a a polite greeting and direct attention b a formal letter c a handshake 2 Which Verbal Cues are used to create a Service Environment? a soft tone only b informal slang and quick replies c clear tone, appropriate volume, plain language, and professional phrasing 3 What does Active Listening require? a Give full, uninterrupted attention to the client, acknowledge their statements, and confirm understanding before responding b Interrupt the client to ask questions c Take notes without acknowledging statements 4 What is an Open-Ended Question example mentioned? a Will you authorize the change? b How may I assist you with your account today? c Is your account number 4582? 5 What should be done with requests outside your job scope? a ignored until you gain permission b handled by you anyway c referred promptly to the appropriate department or supervisor according to organizational guidelines 6 If a delay occurs, what should you do? a keep the client updated on the progress b provide no information until ready c end the call and call back later 7 What details should you record when taking a message? a Only the caller’s name b Only the message content c Date and time of the call/visit, Full name and organization of the caller, Contact phone number/email, Concise message details, Action required and your initials 8 What is essential in Professional Email Etiquette? a Ignore proofreading before sending b Use all caps in the subject line c Subject Line: Clear, concise, and reflective of the message; Salutation; Body; Closing & Signature; Accuracy

Froggy Jumps

Professional Customer Interaction QuizOnline version

Key concepts in client communication

by Devena Atkinson

What must every interaction begin with according to Professional Courtesy?

a polite greeting and direct attention

a formal letter

a handshake

Which Verbal Cues are used to create a Service Environment?

soft tone only

informal slang and quick replies

clear tone, appropriate volume, plain language, and professional phrasing

What does Active Listening require?

Give full, uninterrupted attention to the client, acknowledge their statements, and confirm understanding before responding

Interrupt the client to ask questions

Take notes without acknowledging statements

What is an Open-Ended Question example mentioned?

Will you authorize the change?

How may I assist you with your account today?

Is your account number 4582?

What should be done with requests outside your job scope?

ignored until you gain permission

handled by you anyway

referred promptly to the appropriate department or supervisor according to organizational guidelines

If a delay occurs, what should you do?

keep the client updated on the progress

provide no information until ready

end the call and call back later

What details should you record when taking a message?

Only the caller’s name

Only the message content

Date and time of the call/visit, Full name and organization of the caller, Contact phone number/email, Concise message details, Action required and your initials

What is essential in Professional Email Etiquette?

Ignore proofreading before sending

Use all caps in the subject line

Subject Line: Clear, concise, and reflective of the message; Salutation; Body; Closing & Signature; Accuracy

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Professional Customer Interaction Quiz

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Professional Customer Interaction QuizOnline version

by Devena Atkinson

What must every interaction begin with according to Professional Courtesy?

Which Verbal Cues are used to create a Service Environment?

What does Active Listening require?

What is an Open-Ended Question example mentioned?

What should be done with requests outside your job scope?

If a delay occurs, what should you do?

What details should you record when taking a message?

What is essential in Professional Email Etiquette?

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