Free practice test

Customer Service Representative Practice Test

Check what you know about the customer service representative job with 15 free questions and instant explanations.

Updated By the Career Education Institute Curriculum Team
About this practice test

15 multiple-choice questions on customer service representative knowledge, safety and vocabulary. Submit to see your score and explanations, or open any question’s answer as you go. Nothing is saved or shared.

Question 1 of 15First contact resolution means:
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Answer: Solving the issue on the first interaction. FCR means no follow-up contact is needed.

Question 2 of 15Before placing a customer on hold you should:
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Answer: Ask permission and say how long. Hold etiquette builds trust.

Question 3 of 15CSAT measures:
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Answer: Customer satisfaction. CSAT is customer satisfaction.

Question 4 of 15What should you do first with an angry customer?
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Answer: Let them explain and listen. Listening comes first.

Question 5 of 15Why verify identity before account changes?
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Answer: To protect against fraud. Verification protects customers.

Question 6 of 15Which term matches this definition: “Asking permission before placing customers on hold and checking back regularly.”
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Answer: Hold etiquette. Hold etiquette: Asking permission before placing customers on hold and checking back regularly.

Question 7 of 15What does “Escalation” mean?
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Answer: Transferring an issue to a higher level of support or a supervisor.. Escalation: Transferring an issue to a higher level of support or a supervisor.

Question 8 of 15Which term matches this definition: “Solving the issue on the first interaction.”
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Answer: First contact resolution (FCR). First contact resolution (FCR): Solving the issue on the first interaction.

Question 9 of 15What does “Omnichannel” mean?
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Answer: Supporting customers across phone, chat, email and social media.. Omnichannel: Supporting customers across phone, chat, email and social media.

Question 10 of 15Which term matches this definition: “Net Promoter Score: how likely customers are to recommend the company.”
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Answer: NPS. NPS: Net Promoter Score: how likely customers are to recommend the company.

Question 11 of 15What does “SLA” mean?
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Answer: Service level agreement: target response or resolution times.. SLA: Service level agreement: target response or resolution times.

Question 12 of 15Which term matches this definition: “Offering a higher-value product or add-on.”
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Answer: Upsell. Upsell: Offering a higher-value product or add-on.

Question 13 of 15What does “Empathy statement” mean?
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Answer: A phrase acknowledging the customer’s feelings.. Empathy statement: A phrase acknowledging the customer’s feelings.

Question 14 of 15Which term matches this definition: “After-call work such as notes and follow-ups.”
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Answer: Wrap-up time. Wrap-up time: After-call work such as notes and follow-ups.

Question 15 of 15What does “Churn” mean?
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Answer: Customers who stop doing business with a company.. Churn: Customers who stop doing business with a company.

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