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