SUBJECTS
|
BROWSE
|
CAREER CENTER
|
POPULAR
|
JOIN
|
LOGIN
Business Skills
|
Soft Skills
|
Basic Literacy
|
Certifications
About
|
Help
|
Privacy
|
Terms
|
Email
Search
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. Complains during the call and often makes negative comments about the product - the service - and the technician.
Rude & Disrespctful
Avoid customers problems - Avoid attitude or tone
Rude customer
professional in all aspects of role your role
2. For time management - it is important to __________. In your own words - explain what that means.
SLA Service Level Agreements
ergonomics
prioritize your activities
Rude & Disrespctful
3. Some of the contents of an SLA usually include...
Response time - Diagnostics - Preventive maintence - Cost & Penalties
hear your sighs & sense sneering
Mirror
Positive
4. There may be exceptions to the SLA. Make sure to follow...
Rude customer
control the call
alternative ways
Company Business Rules in Details
5. Your body language can be seen by your customer. A customer can...
Calm
Illegal
hear your sighs & sense sneering
Clarify what customer has said
6. Discusses everything except the problem on the call.
control the call
Talkative customer
ergonomics
professional in all aspects of role your role
7. A good rule for all technicians to follow is that a new customer call means...
Rude & Disrespctful
Fresh Start
Response time - Diagnostics - Preventive maintence - Cost & Penalties
Illegal
8. For e-mail and text communications - there is a set of personal and business etiquette rules called ___________.
Talkative customer
Netiquette
Knowledgeable customer
Rude & Disrespctful
9. As a technician - you should be _______ in all communications with customers.
hear your sighs & sense sneering
Say small gestures like: YES/ I see/OKAY
Professional
Rude & Disrespctful
10. General rules that apply to all of your online interactions with customers and coworkers
Warning
: Invalid argument supplied for foreach() in
/var/www/html/basicversity.com/show_quiz.php
on line
183
11. You would not want to make a promise to a customer that you...
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
Cannot keep
12. When you focus the customer on the problem - it allows you to...
control the call
alternative ways
Knowledgeable customer
Time & Stress management
13. 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.
Inexperienced customer
Calm
alternative ways
Illegal
14. After you have assured the customer that you understand the problem - what should you do next?
down
Ask follow up question
Relax breathing - plan your weekend - massage temples
Avoid customers problems - Avoid attitude or tone
15. Many call-center technicians use a ________ at their desk to monitor their facial expressions.
Mirror
Let customer know and...Inquire if it is okay to transfer
Learn details of computer problem
Time & Stress management
16. Ways to relax
Rude & Disrespctful
Mirror
control the call
Relax breathing - plan your weekend - massage temples
17. Technician should not interrupt the customer - Why?
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Inexperienced customer
Mirror
Rude & Disrespctful
18. When dealing with customers - it is important to adhere to that customer's...
Say small gestures like: YES/ I see/OKAY
SLA Service Level Agreements
Illegal
Know - Relate - Understand
19. Divulging any customer information to anyone else is not only unethical - but may be...
Professional
Clarify what customer has said
Illegal
Let customer finish speaking
20. The process for transferring a call.
Let customer know and...Inquire if it is okay to transfer
unsolicited messages
Type of computer problem customer is experience
Yes or No
21. 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.
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
Avoid customers problems - Avoid attitude or tone
down
Rude customer
22. After you have listened to the customer explain the whole problem - what should you do?
Clarify what customer has said
Let customer finish speaking
Rude customer
Time & Stress management
23. Things that you should not do when communicating with a customer
Clarify what customer has said
Let customer finish speaking
ergonomics
Avoid customers problems - Avoid attitude or tone
24. If you stay ______ with the customer - finding a solution to the problem will remain the ___________________.
Learn details of computer problem
Netiquette
Rude customer
Calm
25. The ______ of your work area can help you do your job or make it more difficult.
Let customer know and...Inquire if it is okay to transfer
ergonomics
Professional
Let customer finish speaking
26. Be _____ when communicating with the customer.
Positive
ergonomics
Time & Stress management
Relax breathing - plan your weekend - massage temples
27. The process to follow before you put a customer on hold - Let them know you putting them on hold...
Professional
Rude & Disrespctful
Learn details of computer problem
Let customer finish speaking
28. It is important for your own well-being to use...
Know - Relate - Understand
Angry customer
Time & Stress management
down
29. The three rules at the beginning of a conversation are...
hear your sighs & sense sneering
Know - Relate - Understand
Positive
Inexperienced customer
30. The customer should be able to answer with a...
Cannot keep
Rude customer
Yes or No
Angry customer
31. 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
Fresh Start
Knowledgeable customer
Learn details of computer problem
32. When dealing with customers - it is necessary to be...
professional in all aspects of role your role
Netiquette
hear your sighs & sense sneering
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
33. Talks loudly during the call and often tries to speak when the technician is talking.
down
Learn details of computer problem
Angry customer
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
34. What is the first step in resolving the computer problem?
Time & Stress management
Learn details of computer problem
Calm
Ask follow up question
35. One of the first tasks of the technician is to determine...
Knowledgeable customer
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
Type of computer problem customer is experience
SLA Service Level Agreements
36. The following rules are examples of the specific rules a call center may have to handle customer calls
Angry customer
Max time on call - Max call in queue - Number of calls per day - Passing calls on to other technicians
Fresh Start
hear your sighs & sense sneering
37. During the time that the customer is explaining the problem - what should you do?
Know - Relate - Understand
Let customer finish speaking
Professional
Say small gestures like: YES/ I see/OKAY
38. Be prepared to explain ________ that you can help them.
alternative ways
Let customer know and...Inquire if it is okay to transfer
Rude & Disrespctful
SLA Service Level Agreements
39. Do not send ________to a customer.
Remember your dealing w/people - Know where you are in cyberspace - Share expert knowledge - Be forgiving of other people's mistakes
unsolicited messages
Rude & Disrespctful
SLA Service Level Agreements
40. Follow-up questions should be...
unsolicited messages
Targeted
control the call
Let customer know and...Inquire if it is okay to transfer