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