在线客服试题及答案英语
一、单项选择题（每题2分，共10题）
1.Whatisthecommongreetingforstartinganonlinechatwithacustomer?
A.Goodbye
B.Thankyou
C.Hello,howcanIassistyou?
2.Ifacustomerhasaverycomplexproblem,youshould:
A.Ignoreit
B.Trytosolveitalonewithoutaskingforhelp
C.Escalateittoasupervisorifnecessary
3.WhencommunicatingwithacustomerinEnglish,whichofthefollowingwordsisusedtoaskformoredetails?
A.But
B.However
C.Couldyoupleaseprovidemoredetails?
4.Thepurposeofonlinecustomerserviceismainlyto:
A.Arguewithcustomers
B.Solvecustomersproblemsandmeettheirneeds
C.Justlistentocustomers
5.Whichofthefollowingisapolitewaytoendanonlinechat?
A.Bye,dontcomeback
B.Thankyouforchattingwithme.Haveagreatday!
C.Imbusy,gottago
6.Ifacustomerisangry,youshould:
A.Getangryback
B.Listenpatientlyandtrytocalmthemdown
C.Hangupthechat
7.Whenacustomerasksaquestionthatyoudontknowtheanswerto,youshould:
A.Pretendtoknowandgiveawronganswer
B.SayIdontknowandendthechat
C.Letthecustomerknowyoullfindoutandgetbacktothem
8.Customersatisfactionmeans:
A.Makingcustomerspaymore
B.Makingcustomershappyandmeetingtheirexpectations
C.Makingcustomerswaitforalongtime
9.Whichofthefollowingisimportantforanonlinecustomerservicerepresentative?
A.Typingspeed
B.Ignoringcustomersfeelings
C.Beingimpatient
10.Whendealingwithacustomerscomplaint,thefirststepisto:
A.Blamethecustomer
B.Apologizefortheinconvenience
C.Refusetoadmitanyproblem
二、多项选择题（每题2分，共10题）
1.Whatskillsareimportantforanonlinecustomerservicerepresentative?
A.Goodcommunicationskills
B.Abilitytosolveproblems
C.Knowledgeofproductsorservices
2.Whichofthefollowingarepoliteexpressionsinonlinecustomerservice?
A.Please
B.Thankyou
C.Excuseme
3.Whatsh