General Customer Service - Call Center Environment MCQs

1. When placing callers on hold and when you know it will be a long wait:

2. As a call center manager (choose the best answer):

3. When placing a customer on hold and you do not have hold music, it is best to

4. When closing a call you should always:

5. A queue is ...

6. A proper way to answer the phone is to:

7. Call centers often have frustrated, angry callers. You should respond to these calls with:

8. When calling someone you do not know you should:

9. When the telephone rings you should:

10. An irate customer calls in and demands to speak with a supervisor. They called in previously and their issue wasn't resolved. What is your next step?

11. A call center is:

12. The proper steps to follow during the initial 10-15 seconds of a phone call is to:

13. To work in a call center you need to have proficiency in:

14. When the caller is calling for your boss and he or she is not available for personal reasons, you should:

15. When you call someone with a problem you should:

16. When taking a message you should get what information:

17. When answering the phone and trying to learn who is calling you should say:

18. When transferring a phone call you should:

19. A caller can tell you are sincere by your tone and pitch.

20. The ability to problem solve in a call center is only important:

21. When you answer the phone you should NOT:

22. After a long day on the phones, you see the next call, what do you do?

23. Proper telephone etiquette:

24. The first person a customer interacts with can be considered the "face of the company"

25. When you make a call that is a wrong number you should:

26. When making phone calls you should:

27. What is the first appropriate thing to do when you receive a call from an irate customer reporting a problem he/she is experiencing at the time you answer the call, without having your opening spiel completed yet?

28. To place a call on hold you should:

29. Showing empathy for a caller is:

30. When answering the phone, which is best?

31. What are 3 things customers do not like when calling a Customer Service call center?

32. If your voice is positive and full of energy it tells the customer:

33. Closing a call correctly shows the customer:

34. What should you do when you take a person off of hold:

35. When you are angry with someone on the phone you should:

36. Which is one way to calm down an angry customer?

37. An Inbound call center ...

38. While speaking with a customer it is OK to

39. What would you do if a call came in 30 seconds before your shift ends?

40. If finding a solution to a problem is taking longer than expected, what should you do?

41. It is acceptable to interrupt a customer when you have something to say.

42. What do you do when you are asked a question you don't know the answer to?

43. The customer is not always right, but should be treated as such.

44. When you recieve a call that is a wrong number you should:

45. In a call center some people will be difficult no matter how professional and helpful you are. In these cases you should:

46. When screening calls, the proper response to a request to talk to your boss is:

47. Your tone of voice does not have a direct correlation to providing good customer service.

48. When a customer asks to speak with a Manager as soon as you answer the phone, what do you do?

49. A customer on the phone can hear you smile.

50. When writing down phone messages you should:

51. When a customer asks a lot of questions and takes up a lot of time, it is best to

52. When should you escalate a situation to a manager?

53. Addressing a customers needs the first time they call your call center is ....

54. What does the phrase "Killing them with kindness" mean?

55. Marketing is in the job of making promises. Customer support has the job of helping fulfill the promises that Marketing has made.

56. A Loyalty Business Model consists of ...

57. When answering the phone you should:

58. When someone calls you with a problem and you don't know what to do you should:

59. After being asked the same question by the 5th customer, what do you do?

60. While obtaining a request from a customer, which is suggested?

61. How long should someone be kept on hold?

62. When you need to transfer a call to another person, you should:

63. When calling a company you should:

64. A Call Center department plays an important role in the company but has a minimal impact on the overall business.

65. Before hanging up the phone:

66. When a customers expresses a complaint, what is the best choice of action?

67. Which is the best definition of a call center queue?

68. NLP (Neuro-Linguistic Programming) can be used effectively in customer interactions

69. Which is the best way to avoid bouncing customers around?

70. It is generally acceptable to start logging off your systems 1 minute prior to the end of your shift.

71. Why is the ability to solve problems so important in a call center?

72. When working in a call center it is important to remember:

73. As a call center manager, you should support your staff by:

74. When you receive a cold call for your boss you should:

75. A script is important because:

76. The goodbye greeting is important because it

77. When working in a call center you should cultivate the:

78. Which is not a key characteristic of a good Call Center Customer Service Representative?

79. Skills of persuasion are:

80. When answering a cell phone you should:

81. Prior to starting your shift, what should be done first?

82. What are the essential professional components of any telephone call?

83. What does providing outstanding customer service mean?

84. When I am in a loud environment, I_______.

85. Relationship Marketing refers to ...

86. Why is the ability to think quickly important while on a call?

87. When busy and answering the phone you should:

88. Cross selling refers to

89. When using a headset you should:

90. An ACSI score, stands for ...

91. Which is the best way to uncover customer needs?

92. It is asking question to get more details or information of the trouble stated by the customer to understand the issue better.

93. Which is not part of active listening?

94. Which is an example of an open ended question?

95. When using a headset you should NOT:

96. True or false? An escalated call is an opportunity to gain a loyal customer.

97. If you receive permission to transfer a call:

98. If you want a problem solved that day, when you call you should:

99. A customer calls in after owning a product for 100 days. Company policy states that you are allowed to offer complimentary technical support during the first 90 days product ownership, but the customer can either purchase an extended warranty which gives them unlimited technical support for 2 years or you can offer them a per incident agreement. Both cost money. What do you do for this customer?

100. When picking up a call after a long wait you should:

101. If the person who is being asked for does not want to be disturbed, but the call is important, you should:

102. When you have a person on speaker phone you should:

103. When receiving calls it is important to:

104. Which skill is important in a call center environment?

105. You agreed to put your customer on hold for a short while while you complete a quick task, but instead of pressing the "hold" button, you accidentally pressed "end call". What is the best way to resolve this issue?

106. An angry customer demands to speak with the supervisor immediately. Once the customer is put on hold, you ask the supervisor if he/she has the time to speak with this customer. The supervisor's queue is completely full and you are informed that the call will have to wait until the next day. What should you tell the customer?

107. Asking questions to get more detail or information of the customer complaint is called what?

108. Correct spelling of the word from the options below.

109. A solid cube is painted green on two adjacent sides and black on the sides opposite to the green sides and yellow on the remaining sides. The cube is then cut into 64 small cubes of equal size. How many cubes have three sides painted?

110. Jack and Harry share 102 marbles so that Harry has 5 times more marbles than Jack has. How many marbles does Harry have?

111. What does the drop rate on calls refer to:

112. Which word cannot be formed by using the letters used in 'POSTENTATION' ?

113. During the course of your work, you answer a telephone call from an angry customer who has a lot to say. How should you deal with the situation?

114. Why is it always good to particularize your intention behind the call?

115. Choose the correct option from the following:

116. Having learned a significant amount of helpdesk terminology, which of the following do you see as essentially the role of the helpdesk operator?

117. Which protocol (communication standard) does the World Wide Web use?

118. Correct way to address someone online, if you are unsure of how he or she would like to be addressed?

119. What type of software would you use to represent financial data in a tabular format?

120. I am 4 times the age of my younger brother who is only three years old. After 10 years what will my age be?

121. What is Average Wait Time in an outbound telecalling process?

122. While commencing a sales campaign, you have been asked to talk only about the USP of the product you are promoting through tele-calling. What will you tell the prospective clients?

123. What does 'HTH' mean in an email or on a message board?

124. What is the extension of a file developed in Notepad?

125. Fill in the blank with the correct option. A cup full of stagnant water may _____ millions of micro-organisms.

126. What does the term upselling mean in an outbound scenario?

127. Which is significant skills to look for when hiring helpdesk staff?

128. What is the missing number in the following series? 12, 144, 16, ?, 18, 324

129. The church members accused the cult of _______________ practices.

130. Which skill sets are essential in telesales to improve conversation rates?

131. Which is the best advice when writing a business e-mail?

132. Which monitor the service level performance in terms of caller information?

133. Which sentence is appropriate when you are asking for somebody on the phone?

134. What does it mean to 'respect somebody else's bandwidth'?

135. Which things should you keep in mind while making a call?

136. Which is important when handling a business client with whom you might have a long-term relationship?

137. How often is it sensible to use 'reply all' when replying to an e-mail?

138. You should smile when you're on the phone. Which of the following effects can it have?

139. Who should control the flow of conversation in a successful telesales pitch?

140. If you have multiple windows open at the same time, which key combination allows you to switch between windows.

141. Which is considered skillful techniques for someone learning how to use a complicated telephone system?

142. If the 10th of January of a Leap year falls on Saturday, the 11th of March of the same year will fall on a:

143. Identify the misspelled word in the list below.

144. Why is it sometimes important not to leave out the message thread, i.e. the reference to the previous messages in the e-mail chain?

145. Guitars, drums, and flutes _____ musical instruments.

146. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

147. Which is considered polite if you have an interruption while speaking to a caller?

148. What is an IVR?

149. What does 'receiving a buying signal' from a prospective client mean?

150. The number which is one fourth of the one third of the quarter of 288 is:

151. Which is good initial responses to the customer who is calling because they 'can't log-in'?

152. What is the term used for the incoming calls that are logged but not yet resolved?

153. Which is true regarding deleted files in Windows?

154. Which is the best explanation of 'netiquette'?

155. Which is the best course to adopt after you have sent a message that you didn't intend to send, or sent to the wrong recipient?

156. Correct option for the underlined words. Tom had a passion for toys; robots, airplanes, toy cars and guns.

157. Which is right about time delays between e-mail exchanges?

158. To be effective, a sales presentation should have:

159. Good way to begin a business call to a person whom you do not know, and who is not expecting the call?

160. Which does the call cycle time include?

161. What should you do if you do not want to type your name at the end of every email you send?

162. While making an outbound call, if you, as a telemarketing executive(TME), are not able to get the target customer, and the call is picked by a member of his/her family, what will be your next step?

163. P,Q,R are intelligent P,S,T are hardworking S,R,T are honest P,Q,T are ambitious Who among them is neither hardworking nor ambitious?

164. Which information is not necessary for you to leave on your personal voicemail message?

165. What does the 'dropped-call rate' refer to in telecommunication?

166. Which one is service performance metrics of service level agreement?

167. Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.