Customer Service - Call Center Environment MCQ Questions Answers

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

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

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

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

5. 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?

6. 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?

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

8. Which does the call cycle time include?

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

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

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

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

13. 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?

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

15. Which is true regarding deleted files in Windows?

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

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

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

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

20. What is an IVR?

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

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

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

24. 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?

25. Identify the misspelled word in the list below.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

46. 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?

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

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

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

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

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

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

53. Choose the correct option from the following:

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

55. 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?

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

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

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

59. 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?

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

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

62. 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?

63. 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?

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

65. When receiving calls it is important to:

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

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

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

69. 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?

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

71. If you receive permission to transfer a call:

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

73. When using a headset you should NOT:

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

75. Which is not part of active listening?

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

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

78. An ACSI score, stands for ...

79. When using a headset you should:

80. Cross selling refers to

81. When busy and answering the phone you should:

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

83. Relationship Marketing refers to ...

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

85. What does providing outstanding customer service mean?

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

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

88. When answering a cell phone you should:

89. Skills of persuasion are:

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

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

92. The goodbye greeting is important because it

93. A script is important because:

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

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

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

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

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

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

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