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