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