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Test your basic knowledge |
Call Center Communication Skills
Start Test
Study First
Subject
:
business-skills
Instructions:
Answer 40 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Wants to speak with a technician that is equally experienced in computers.
Knowledgeable customer
Learn details of computer problem
Let customer finish speaking
professional in all aspects of role your role
2. Ways to relax
Say small gestures like: YES/ I see/OKAY
Ask follow up question
Relax breathing - plan your weekend - massage temples
alternative ways
3. After you have assured the customer that you understand the problem - what should you do next?
control the call
Say small gestures like: YES/ I see/OKAY
Ask follow up question
Illegal
4. Things that you should not do when communicating with a customer
Avoid customers problems - Avoid attitude or tone
Company Business Rules in Details
Response time - Diagnostics - Preventive maintence - Cost & Penalties
Targeted
5. You would not want to make a promise to a customer that you...
Type of computer problem customer is experience
SLA Service Level Agreements
Cannot keep
Response time - Diagnostics - Preventive maintence - Cost & Penalties
6. It is important for your own well-being to use...
Company Business Rules in Details
Professional
Time & Stress management
Knowledgeable customer
7. Divulging any customer information to anyone else is not only unethical - but may be...
Knowledgeable customer
Rude customer
Professional
Illegal
8. During the time that the customer is explaining the problem - what should you do?
Say small gestures like: YES/ I see/OKAY
Type of computer problem customer is experience
Calm
Ask follow up question
9. If you stay ______ with the customer - finding a solution to the problem will remain the ___________________.
Cannot keep
Calm
Time & Stress management
control the call
10. A good rule for all technicians to follow is that a new customer call means...
Fresh Start
Know - Relate - Understand
Avoid customers problems - Avoid attitude or tone
Talkative customer
11. There may be exceptions to the SLA. Make sure to follow...
Cannot keep
Rude customer
down
Company Business Rules in Details
12. When dealing with customers - it is necessary to be...
prioritize your activities
professional in all aspects of role your role
Let customer finish speaking
Fresh Start
13. One of the first tasks of the technician is to determine...
Type of computer problem customer is experience
Talkative customer
prioritize your activities
Netiquette
14. The process to follow before you put a customer on hold - Let them know you putting them on hold...
Let customer finish speaking
SLA Service Level Agreements
Talkative customer
Inexperienced customer
15. Technician should not interrupt the customer - Why?
Cannot keep
Inexperienced customer
Rude & Disrespctful
Talkative customer
16. Follow-up questions should be...
Angry customer
Relax breathing - plan your weekend - massage temples
Targeted
Knowledgeable customer
17. Has difficulty describing the problem. These customers are usually not able to follow directions correctly and not able to communicate the errors that they encounter.
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Fresh Start
Inexperienced customer
Mirror
18. General rules that apply to all of your online interactions with customers and coworkers
19. The ______ of your work area can help you do your job or make it more difficult.
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Let customer know and...Inquire if it is okay to transfer
SLA Service Level Agreements
ergonomics
20. The customer should be able to answer with a...
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Let customer know and...Inquire if it is okay to transfer
Avoid customers problems - Avoid attitude or tone
Yes or No
21. Many call-center technicians use a ________ at their desk to monitor their facial expressions.
hear your sighs & sense sneering
Say small gestures like: YES/ I see/OKAY
Knowledgeable customer
Mirror
22. As a technician - you should be _______ in all communications with customers.
Professional
Illegal
Mirror
Relax breathing - plan your weekend - massage temples
23. Be prepared to explain ________ that you can help them.
SLA Service Level Agreements
Avoid customers problems - Avoid attitude or tone
alternative ways
Type of computer problem customer is experience
24. The process for transferring a call.
Let customer know and...Inquire if it is okay to transfer
alternative ways
Avoid customers problems - Avoid attitude or tone
Yes or No
25. For time management - it is important to __________. In your own words - explain what that means.
Rude & Disrespctful
prioritize your activities
Relax breathing - plan your weekend - massage temples
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
26. For e-mail and text communications - there is a set of personal and business etiquette rules called ___________.
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Talkative customer
Rude customer
Netiquette
27. Some of the contents of an SLA usually include...
Response time - Diagnostics - Preventive maintence - Cost & Penalties
Angry customer
professional in all aspects of role your role
Company Business Rules in Details
28. Discusses everything except the problem on the call.
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
Company Business Rules in Details
Learn details of computer problem
Talkative customer
29. Talks loudly during the call and often tries to speak when the technician is talking.
Time & Stress management
Angry customer
Rude & Disrespctful
Rude customer
30. When you focus the customer on the problem - it allows you to...
ergonomics
Ask follow up question
Rude & Disrespctful
control the call
31. Complains during the call and often makes negative comments about the product - the service - and the technician.
Talkative customer
Rude customer
Clarify what customer has said
Inexperienced customer
32. A __________usually means that a server is not working and the entire office or company is waiting for the problem to be resolved in order to resume business.
Rude customer
Professional
Avoid customers problems - Avoid attitude or tone
down
33. The three rules at the beginning of a conversation are...
Response time - Diagnostics - Preventive maintence - Cost & Penalties
Know - Relate - Understand
control the call
Say small gestures like: YES/ I see/OKAY
34. Your body language can be seen by your customer. A customer can...
hear your sighs & sense sneering
Let customer finish speaking
Let customer know and...Inquire if it is okay to transfer
ergonomics
35. What is the first step in resolving the computer problem?
Company Business Rules in Details
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Learn details of computer problem
36. Be _____ when communicating with the customer.
Inexperienced customer
Relax breathing - plan your weekend - massage temples
Company Business Rules in Details
Positive
37. The following rules are examples of the specific rules a call center may have to handle customer calls
Cannot keep
control the call
Clarify what customer has said
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
38. Do not send ________to a customer.
Time & Stress management
unsolicited messages
Cannot keep
Clarify what customer has said
39. When dealing with customers - it is important to adhere to that customer's...
Avoid customers problems - Avoid attitude or tone
prioritize your activities
Fresh Start
SLA Service Level Agreements
40. After you have listened to the customer explain the whole problem - what should you do?
down
Angry customer
Clarify what customer has said
Avoid customers problems - Avoid attitude or tone