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Basic Customer Service - Call Center environment MCQ

1. Which of the following are service performance metrics of service level agreement?

Time taken in order to finish a certain task

Average time taken to recover from the outage of service

percentage of calls abondonded

Average time taken to answer a call

All of the above

Answer

Correct Answer: Average time taken to answer a call

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

he fraction of calls that falls below a certain level over a given period of time.

The fraction of calls to the help-desk that are wrong numbers.

The fraction of calls between the caller and the help-desk, cut by the caller in between the conversation.

The fraction of calls between the caller and the help-desk, that were accidentally cut off due to technical reasons.

None of the above

Answer

Correct Answer: The fraction of calls between the caller and the help-desk, that were accidentally cut off due to technical reasons.

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

Your name

The reason why you are away from the phone

Your department

Your number

All of the above

Answer

Correct Answer: The reason why you are away from the phone

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4.
Consider the following statements:

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?

Answer

Correct Answer:

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

Only sign emails which you send to business associates.

Do not sign at all as people know who the email is from, courtesy your return email address.

Include the 'from' information in the subject line so you can save the time of 'signing' the email.

Create a signature that will get automatically attached to every email you send.

Answer

Correct Answer: Create a signature that will get automatically attached to every email you send.

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6. Which of the following does the call cycle time include?

Closing the call, and call logging.

Break times, lunch and when the office is closed.

Diagnosing the problem, and providing a solution to the problem.

a and c

a and b

Answer

Correct Answer: a and c

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

Just begin talking business, he or she will realize soon enough.

Interweave what you are talking about with who you are, and the message will be crystal clear.

Spend five minutes introducing yourself before getting to the point — it will save time later.

Give a simple introduction of yourself followed by a sentence or two. It not only shows good phone etiquette but also allows the receiver to set the forthcoming information in context.

Answer

Correct Answer: Give a simple introduction of yourself followed by a sentence or two. It not only shows good phone etiquette but also allows the receiver to set the forthcoming information in context.

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

a good tone

a crisp pace

interactivity

smooth transitions

Answer

Correct Answer: smooth transitions

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9. Which of the following 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?

Make a request for the e-mail to be recalled or sent back to you.

Race over to the recipient's computer, especially if he or she lives or works locally, and delete the message manually.

Send a follow-on message explaining that the previous message was a mistake, with a brief apology and explanation that the message can be ignored.

Jump up and down in frustration and tear your hair.

All of the above

Answer

Correct Answer: Send a follow-on message explaining that the previous message was a mistake, with a brief apology and explanation that the message can be ignored.

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10. Which of the following is the best explanation of 'netiquette'?

Electronic netball practice.

'Internet etiquette' or even 'ethics on the net,' the correct way to interact in an online setting.

Networking expertise, especially when off-line.

Online chat-rooms for sophisticated Mac and PC users.

Answer

Correct Answer: 'Internet etiquette' or even 'ethics on the net,' the correct way to interact in an online setting.

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

Unresolved calls

Only logged calls

Open calls

Process calls

Pipeline calls

Answer

Correct Answer: Open calls

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12. Which of the following are good initial responses to the customer who is calling because they

Advising the caller to log-in using a different computer even if he or she has to change location.

Referring them to your boss after asking a few preliminary questions.

Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn't on and the network cable isn't unplugged.

Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them.

Answer

Correct Answer: Asking the caller to check the basics i.e. whether the password is correct, the caps lock key isn't on and the network cable isn't unplugged.

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

Answer

Correct Answer: 6

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

Resetting all computers due to an incredibly large order coming through.

A formal agreement by the client to buy the product. This agreement can be through phone, e-mail or fax.

A request by the client to the Company to contact him about a particular product or service.

A comment from the client that indicates that he is considering, to whatever extent, buying your product.

Answer

Correct Answer: A comment from the client that indicates that he is considering, to whatever extent, buying your product.

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15. What is an IVR?

Instant Voice Recorder

Interactive Voice Response

International Voice Recorder

International Voice Rights

Answer

Correct Answer: Interactive Voice Response

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16. Which of the following is considered polite if you have an interruption while speaking to a caller?

Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?

Wait for five minutes, will you.

Got to go — I'll call you back later.

Wait there, I'll back.

Answer

Correct Answer: Excuse me for a moment, please, I will be back in a matter of seconds. Is that okay?

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17. 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?

To be polite. People always expect to see the thread.

To help the receiver comprehend the latest message better, and show the history of the messages that led up to this point in the exchange.

Because it looks like an oversight. The thread should always be there.

None of the above

Answer

Correct Answer: To help the receiver comprehend the latest message better, and show the history of the messages that led up to this point in the exchange.

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18. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

Learning all the numbers from 0-9, and their various combinations for use when dialing.

Knowing when to cut someone off, transfer them, drop the call, or otherwise pretend there is interference on the line.

Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.

a and b

All of the above

Answer

Correct Answer: Using a switchboard, keeping people on hold, transferring calls, recording calls, and generally dealing with multiple callers.

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

Press Ctrl and V.

Press Alt and Tab.

Press Ctrl and K.

Press Alt and Pause.

Answer

Correct Answer: Press Alt and Tab.

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

The customer

The teleselling agent

The script

Both a and b

Answer

Correct Answer: The teleselling agent

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

It is an urban myth and has no real effect — the person cannot see you.

It passes into your tone of voice and can make the call more appealing.

The caller can detect your grin, but not always positively.

The receiver may decide to plug in a webcam as a result of detecting your smile telepathically.

None of the above

Answer

Correct Answer: It passes into your tone of voice and can make the call more appealing.

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

As often as possible, the more people know the information, the better.

Always, as e-mails should have at least two recipients at all times.

Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use 'reply all' to the minimum.

You should use 'reply all' about twice as often as you use simply 'reply'.

None of the above

Answer

Correct Answer: Only if the information is really relevant to everyone on the list; otherwise, it is advisable to use 'reply all' to the minimum.

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23. Which of the following is important when handling a business client with whom you might have a long-term relationship?

Make sure all the client's needs are satisfied, i.e. ensure that you follow up on their concerns and actually get back to them.

See that their first concern is met, and then let the call end.

Ask if you can call them back if you are busy.

Compliment them on their choice of business partner, rather than deal with their concerns.

Answer

Correct Answer: Make sure all the client's needs are satisfied, i.e. ensure that you follow up on their concerns and actually get back to them.

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

To measure the width of the desktop PC in comparison to a laptop of the same brand.

To open doors for them to fit through, a reference specifically to the real rather than the virtual world.

To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.

To allow them two communications for every single communication of your own.

None of the above

Answer

Correct Answer: To be conscious of how much storage space you are controlling in any given communication, since everyone has only limited space.

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

Number of calls received.

Number of calls transferred.

Number of calls dropped.

Number of calls held waiting for given periods of time.

All of the above

Answer

Correct Answer: All of the above

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26. Which of the following is the best advice when writing a business e-mail?

To use varied italics, colors and special fonts because people like to see them.

To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.

To make detailed demands in long paragraphs, with the implication of wrongdoing on the part of the receiver.

To panic, but then recover, and decide to send the message by regular mail, as this is definitely more secure.

Answer

Correct Answer: To keep the information relatively short, precise and always polite, with simple questions relating to what you expect to happen.

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27. Which of the following skill sets are essential in telesales to improve conversation rates?

Questioning/Probing

Listening

Use of silence

All of the above

Answer

Correct Answer: All of the above

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28.
Complete the following sentence by choosing the correct spelling of the missing word.

The church members accused the cult of _______________ practices.

sacreligious

sacrelegious

sacrilegious

sacrilgious

Answer

Correct Answer: sacrilegious

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29.
What is the missing number in the following series?

12, 144, 16, ?, 18, 324

256

216

238

234

Answer

Correct Answer:

256

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30. Which of the following are significant skills to look for when hiring helpdesk staff?

Whether they can make tea or coffee for the other staff.

How well traveled they are in the world.

How polite and helpful they can be on the telephone.

Previous helpdesk experience, with references, in the same industry.

c and d

Answer

Correct Answer: c and d

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

.EXE

.DOC

.TXT

.HTML

Answer

Correct Answer: .TXT

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

Happy today happy

Hope this helps

Help the human

Happy to help

b and d

Answer

Correct Answer: b and d

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33. 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?

How the competition is gearing up to counter the huge popularity of the product.

The most valuable unique advantage of the product.

All the best features of the product.

The shooting sales of the product.

Answer

Correct Answer: The most valuable unique advantage of the product.

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

The time taken to make a sale

The time taken by a telecalling executive to log into the computer

The time between two outbound calls

None of the above

Answer

Correct Answer: The time between two outbound calls

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

Cannot be determined

Answer

Correct Answer: 22

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

DBMS

DTP (desktop publishing) software

Spreadsheet software

Windows Explorer

Notepad

Answer

Correct Answer: Spreadsheet software

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37. What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?

Use their first name, it is always the friendliest option.

Use their last name, such as Mr. Jones or Ms. Jones.

Use their full name, with their first name in parentheses afterwards.

Use Dear X to demonstrate your uncertainty, and they will probably correct you.

Answer

Correct Answer: Use their last name, such as Mr. Jones or Ms. Jones.

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

WWW

FTP

IPX

HTTP

Answer

Correct Answer: HTTP

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

Solving problems and seeking customer satisfaction.

Getting the salaries of all who work at the helpdesk increased.

Slightly intimidating callers so that they seek their own solutions to problems.

Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all.

Answer

Correct Answer: Solving problems and seeking customer satisfaction.

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40. Choose the correct option from the following:

He sometimes acts a bit crazy, and his behavior in the class is often scandalous.

He sometimes acts a bit crazy, his behavior in the class is often scandalous.

He sometimes acts a bit crazy his behavior, in the class is often scandalous.

He sometimes acts a bit crazy his behavior, in the class, is often scandalous.

Answer

Correct Answer: He sometimes acts a bit crazy, and his behavior in the class is often scandalous.

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

It makes the communication clear, and is polite too. You cannot assume the receiver understands why you are calling them and what you expect of them.

It isn't, and can be pedantic. It is better to assume that the listener has some degree of intelligence.

Let the caller make assumptions; otherwise it would be rude to specify details.

It shows them you are the boss.

Answer

Correct Answer: It makes the communication clear, and is polite too. You cannot assume the receiver understands why you are calling them and what you expect of them.

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42. 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?

Simply say

Raise your voice and try to reason with the customer.

Ask your co-worker to handle the call.

Ask the customer to call again after some time, and be prepared with your answers the next time he or she calls.

Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.

Answer

Correct Answer: Patiently listen until the customer has made his or her complaint, and then begin to reason with him/her.

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43. Which of the following words cannot be formed by using the letters used in "POSTENTATION" ?

PATIENT

NATION

OTHER

STATION

Answer

Correct Answer: OTHER

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

The number of calls that falls below a certain level over a given period of time.

The number of calls to the helpdesk that are wrong numbers.

The number of calls made rather than received by the helpdesk.

The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.

None of the above

Answer

Correct Answer: The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.

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

75 marbles

80 marbles

67 marbles

90 marbles

85 marbles

Answer

Correct Answer: 85 marbles

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46. Choose the correct spelling of the word from the options below.

Pronounciation

Pronuciation

Pronuncitation

Pronunciation

Answer

Correct Answer: Pronunciation

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

Spiel

Rebuttals

Probing

Documentation

Answer

Correct Answer: Probing

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48. 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?

Transfer the call anyways, the customer no longer wishes to speak with you. Allow them to wait in supervisor queue.

Apologize for the wait, explain that the supervisor has left the building and cannot take anymore calls.

Ask the customer to calm down, explain to them that there are other customers ahead of them with issues of equal priority, and demand that you assist them.

Apologize for the wait, explain that the supervisor can no longer take any calls, ask once again if there is anything you can do. If they are still uncooperative, kindly ask the customer to call the supervisor tomorrow

Answer

Correct Answer: Apologize for the wait, explain that the supervisor has left the building and cannot take anymore calls.

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49. 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?

Call the customer back and ask why they had hung up.

Immediately call the customer back and apologize for the error.

Move onto the next call, allow the customer to think that they hung up accidentally.

Complete the task first, and only call back once you have finished.

Answer

Correct Answer: Immediately call the customer back and apologize for the error.

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

Computer Savviness

Great projection of voice

Confident stance

Strong handshake

Answer

Correct Answer: Computer Savviness

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51. When receiving calls it is important to:

Get through each call as quickly as possible.

Be aware of time zone differences.

Look your best.

Speak in a low, inviting voice.

Answer

Correct Answer: Be aware of time zone differences.

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

Speak clearly.

Let them know who else is in the room.

Let them know they are speakerphone.

These are all things you should do

Answer

Correct Answer: These are all things you should do

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

Thank the caller for holding and engage them in some friendly conversation.

Apologize for the wait and ask what is wrong.

Pick up the phone and say: "How can I help you."

Thank the caller for holding and get right down to business.

Answer

Correct Answer: Thank the caller for holding and get right down to business.

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54. 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?

I offer them free technical support anyway. What's 10 days?

I give them the opportunity to purchase either agreement, but do not offer free technical support.

None of the above.

All of the above.

Answer

Correct Answer: I give them the opportunity to purchase either agreement, but do not offer free technical support.

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

Call right at 5 oclock so people will be motivated to help.

Email them.

Call well before the close of business.

Call first thing in the morning, even before business hours.

Answer

Correct Answer: Call well before the close of business.

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56. If you receive permission to transfer a call:

Transfer the call immediately and get on to your next task

Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

Place caller on hold and transfer them when you have the chance

Ask the caller to hold while you find the right person to talk to

Answer

Correct Answer: Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected

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

False

True

Answer

Correct Answer: True

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

Are you doing OK?

How can I assist you today?

Have you called us on this matter before?

Can I help you?

Answer

Correct Answer: How can I assist you today?

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59. Which is not part of active listening?

Reflect understanding

Paraphrase what was heard

Forming assumptions

Repeating

Answer

Correct Answer: Forming assumptions

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

Documentation

Spiel

Probing

Rebuttals

Answer

Correct Answer: Probing

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

Ask questions

Wait for a complaint

Answer their questions

Look at customer history

Answer

Correct Answer: Ask questions

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62. When using a headset you should:

Hold the microphone away from your mouth

Put the customer on speaker phone

Speak louder

Be aware that the customer can hear the background noise.

Answer

Correct Answer: Be aware that the customer can hear the background noise.

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63. Cross selling refers to

The suggestion of related products to a customer.

Suggesting a customer contact another call center to assist with their product

when a customer is transferred to a different department within the same company

Answer

Correct Answer: The suggestion of related products to a customer.

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64. When busy and answering the phone you should:

Ask them to call back at another time.

Talk slowly and clearly.

Give one word answers.

Speak as fast as possible.

Answer

Correct Answer: Talk slowly and clearly.

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

Improves efficiency

Guarantees customer feedback

Creates longer queue wait time

Ensures accuracy

Answer

Correct Answer: Improves efficiency

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66. Relationship Marketing refers to ...

An emphasis on direct to consumer selling efforts through a marketing campaign

When two call center agents have had to assist the same customer in separate occasions

a form of marketing developed from direct response which emphasizes customer retention and satisfaction

Answer

Correct Answer: a form of marketing developed from direct response which emphasizes customer retention and satisfaction

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

find it hard to concentrate

tend to lose my place

easily get stressed

tune out everyone else and go about my work

Answer

Correct Answer: tune out everyone else and go about my work

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68. What does providing outstanding customer service mean?

Following your company's customer service guidelines

Going above and beyond expectations

Successfully completing your job duties

Acting as a classic Customer Service Representative

Answer

Correct Answer: Going above and beyond expectations

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

Call back in an hour

Hello and good bye

Hold please

Please and thank you

Answer

Correct Answer: Please and thank you

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

Log onto all systems before shift starts

Make a call

Test your headset with a neighbor

Go over yesterday's call log

Answer

Correct Answer: Log onto all systems before shift starts

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

Willingness to help

Positive body language

Pleasant speaking voice

Problem solver

Answer

Correct Answer: Positive body language

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

Ability to visualize a customer's appearance based on voice.

Ability to do quick math without a calculator.

Ability to think quickly.

Ability to make friends.

Answer

Correct Answer: Ability to think quickly.

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73. The goodbye greeting is important because it

Is nice

Brings closure to the sale

Is expected

Gives the last impression

Answer

Correct Answer: Gives the last impression

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74. A script is important because:

It helps you learn what the company does.

It allows you to determine what your available options are when solving a problem.

It gives you something to say when your mind goes blank.

It tells you what your manager would say.

Answer

Correct Answer: It allows you to determine what your available options are when solving a problem.

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

Set an appointment for the sales person to see your boss

Transfer the call to your boss right away

Promise to have someone call back

Ask who is calling and for what purpose

Answer

Correct Answer: Ask who is calling and for what purpose

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

All of these

Tell them not to worry, just follow the script.

Teaching stress reduction techniques such as deep breathing and meditation.

Tell them not to take it personally, it's just a part of the job.

Answer

Correct Answer: All of these

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

Speak clearly and at a moderate pace.

Speak loudly so the people on the phone can hear you.

Speak slowly so the people on the phone can understand you.

Speak quickly so you can get through more calls.

Answer

Correct Answer: Speak clearly and at a moderate pace.

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

Only strong problem solvers get promoted

So the call can be resolved efficiently and timely

Problem solvers move through the queue very quickly

Quick problem solvers get good feedback

Answer

Correct Answer: So the call can be resolved efficiently and timely

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

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

Try to resolve the customer's problem yourself

Understand the customer's problem and find who can best solve their problem

Transfer them to a Manager if you are unsure

Transfer them to a department you think is best

Answer

Correct Answer: Understand the customer's problem and find who can best solve their problem

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

A "line" of inbound callers waiting to be answered

Callers on hold

An actual line at the call center

Calls completed

Answer

Correct Answer: A "line" of inbound callers waiting to be answered

Note: This Question is unanswered, help us to find answer for this one

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

Regard their account as accurate

Be skeptical

Dispute their claim

Investigate further

Answer

Correct Answer: Investigate further

Note: This Question is unanswered, help us to find answer for this one

84. Before hanging up the phone:

Let the caller hang up first.

Always end the phone call pleasantly.

All of the above.

Be sure you have answered all the caller's questions.

Answer

Correct Answer: All of the above.

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

86. When calling a company you should:

If the person you are calling is not available just say: "I'll call back later."

Talk to anyone, just get your problem resolved.

Make your conversations brief and to the point.

Be prepared to tell a friendly story

Answer

Correct Answer: Make your conversations brief and to the point.

Note: This Question is unanswered, help us to find answer for this one

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

Say, "I can't help you, but I will transfer you to someone who can"

Ask caller to call back at a different time

Ask permission from caller to transfer the call

Say, "I am transferring you"

Answer

Correct Answer: Ask permission from caller to transfer the call

Note: This Question is unanswered, help us to find answer for this one

88. How long should someone be kept on hold?

It depends on what they want

9 minutes

As long as it takes

1 minute or less

Answer

Correct Answer: 1 minute or less

Note: This Question is unanswered, help us to find answer for this one

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

Suggest another employee to speak to

Jump to the task right away

Tell them "I understand"

Repeat back to them to clarify understanding

Answer

Correct Answer: Repeat back to them to clarify understanding

Note: This Question is unanswered, help us to find answer for this one

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

Act as if it were asked to you the 1st time

Hint that you have been answering this question all day

Pretend to have to find the answer

Tell them "I get a lot of this"

Answer

Correct Answer: Act as if it were asked to you the 1st time

Note: This Question is unanswered, help us to find answer for this one

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

Say "I don't know, let me check on that." Then place them on hold.

Ask them their phone number and offer to call back when you have an answer

Ask them to check on the internet

Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.

Answer

Correct Answer: Get the callers name and problem, along with phone number, ask if you can place them on hold and find out who can help them.

Note: This Question is unanswered, help us to find answer for this one

92. When answering the phone you should:

Keep your voice down

Speak in a normal tone of voice

Pause before saying hello

Speak loudly and slowly

Answer

Correct Answer: Speak in a normal tone of voice

Note: This Question is unanswered, help us to find answer for this one

93. A Loyalty Business Model consists of ...

quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability.

prior expectations of overall quality

A single disappointing experience in which a competitor gains customer loyalty due to receiving a bad experience previously

Achieving or exceeding department metrics

Answer

Correct Answer: quality of product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability.

Note: This Question is unanswered, help us to find answer for this one

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

Being kind until they hang up

Being kind to further aggravate

Saying words like "yes" and "OK"

Showing understanding and sympathy to calm down the customer

Answer

Correct Answer: Showing understanding and sympathy to calm down the customer

Note: This Question is unanswered, help us to find answer for this one

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

telephony soft skill

Smart Matter

First Call Resolution

Answer

Correct Answer: First Call Resolution

Note: This Question is unanswered, help us to find answer for this one

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

When you have the know-how to make a decision

When you have made an effort to resolve but could not

When you can not attempt to form a resolution

When a delay is not detrimental to the situation

Answer

Correct Answer: When you have made an effort to resolve but could not

Note: This Question is unanswered, help us to find answer for this one

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

Be patient

Suggest they call back another time

Answer quickly as possible

Explain you are busy

Answer

Correct Answer: Be patient

Note: This Question is unanswered, help us to find answer for this one

98. When writing down phone messages you should:

Just ask them to call back.

Accurately record all the callers information and the best time to call back.

Get the phone number and first name.

Take the next phone call and remember to write the message down later.

Answer

Correct Answer: Accurately record all the callers information and the best time to call back.

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

Tell them you will be happy to transfer to a Manager, and ask if there is anything you can help them with

Tell them that a Manager will be a while

Transfer to a Manager right away

Ask questions to prevent a Manager from getting involved

Answer

Correct Answer: Tell them you will be happy to transfer to a Manager, and ask if there is anything you can help them with

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

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

Ok, I will put you right through

He/She is out golfing for the day

He/She is unavailable to take your call

May I ask what this is regarding?

Answer

Correct Answer: May I ask what this is regarding?

Note: This Question is unanswered, help us to find answer for this one

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

Tell yourself you will not get angry and that you have been successful in situations like this before.

Remind yourself that your mission is to help people and you are successful when you do this.

All of these

Remind yourself that you care about people and that most people are not difficult to deal with.

Answer

Correct Answer: All of these

Note: This Question is unanswered, help us to find answer for this one

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

Try to make a customer out the the caller.

Just hang up.

Laugh and say, "I do that all the time."

Say: "I'm sorry, you must have the wrong number. What number where you calling?"

Answer

Correct Answer: Say: "I'm sorry, you must have the wrong number. What number where you calling?"

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

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

Place them on hold to find the solution efficiently

Ask them to call you back later

Leave them on the line with you as you research

Transfer to a Manager

Answer

Correct Answer: Place them on hold to find the solution efficiently

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: False

Note: This Question is unanswered, help us to find answer for this one

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

Ask them to call you back later

Leave them on hold until you have the answer

Transfer them to someone else

Check in to notify you are still working on their issue

Answer

Correct Answer: Check in to notify you are still working on their issue

Note: This Question is unanswered, help us to find answer for this one

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

Allow it to be placed in the queue

Answer, but rush through call

Answer, but transfer to someone who is just starting their shift

Answer and proceed as if it were not the end of your shift

Answer

Correct Answer: Answer and proceed as if it were not the end of your shift

Note: This Question is unanswered, help us to find answer for this one

110. While speaking with a customer it is OK to

Take notes

Use a chat service

Check emails

Read articles

Answer

Correct Answer: Take notes

Note: This Question is unanswered, help us to find answer for this one

111. An Inbound call center ...

direct inward dialing

receives calls

outsourced agency

Answer

Correct Answer: receives calls

Note: This Question is unanswered, help us to find answer for this one

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

Let them vent, then find the root problem to solve

Give them a discount

Acknowledge that they are going overboard

Interrupt them and give them suggestions

Answer

Correct Answer: Let them vent, then find the root problem to solve

Note: This Question is unanswered, help us to find answer for this one

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

Take a breath and clearly and calmly tell them what you are upset about.

Ask to speak to their manager.

Yell at them and tell them you want better service.

Hang up.

Answer

Correct Answer: Take a breath and clearly and calmly tell them what you are upset about.

Note: This Question is unanswered, help us to find answer for this one

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

Tell them they would get a quicker response if they emailed their question.

Tell them everyone is busy and ask if they can call back at another time.

Thank them for holding and transfer the call if appropriate.

Tell them that they could find an answer with your online chat support team.

Answer

Correct Answer: Thank them for holding and transfer the call if appropriate.

Note: This Question is unanswered, help us to find answer for this one

115. Closing a call correctly shows the customer:

That you care and you are willing to keep working for them.

That you are willing to solve their problem.

All of these

That you will keep working with them until tthe problem is solved.

Answer

Correct Answer: All of these

Note: This Question is unanswered, help us to find answer for this one

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

You just heard a good joke

You have had too much coffee

You are trying to be professional

You want to help with any needs they have

Answer

Correct Answer: You want to help with any needs they have

Note: This Question is unanswered, help us to find answer for this one

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

For technician at call center putting you on hold to call someone else in the center to answer your questions or concerns. You must then start your scenario all over again.

Being placed on hold and forgotten.

For technician at call center to talk when you talk

All of the above.

Answer

Correct Answer: All of the above.

Note: This Question is unanswered, help us to find answer for this one

118. When answering the phone, which is best?

Answer in whatever mood you are in

Answer as you would a personal phone

Have an overly excited tone

Have a happy, friendly voice

Answer

Correct Answer: Have a happy, friendly voice

Note: This Question is unanswered, help us to find answer for this one

119. Showing empathy for a caller is:

Only important if the caller says they are sick or angry.

Important in every case.

Only important if the management says you should.

Only important if the caller is nice to you.

Answer

Correct Answer: Important in every case.

Note: This Question is unanswered, help us to find answer for this one

120. To place a call on hold you should:

Just place caller on hold

Ask if they would be willing to hold

Transfer caller to someone else

Tell caller to hold

Answer

Correct Answer: Ask if they would be willing to hold

Note: This Question is unanswered, help us to find answer for this one

121. 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?

Tell your opening spiel while the customer is talking.

No longer tell your spiel, apologize to the customer and tell that its not your fault.

Escalate the call immediately to your supervisor.

Interrupt the customer and tell that you have to finish first your opening spiel.

Listen to your customer's complain, apologize and continue with your spiel and call control.

Answer

Correct Answer: Listen to your customer's complain, apologize and continue with your spiel and call control.

Note: This Question is unanswered, help us to find answer for this one

122. When making phone calls you should:

Find out who to talk to before you call.

Know the purpose of your call and plan what you have to say.

Just say whatever comes to mind.

Have a script ready but don't follow it.

Answer

Correct Answer: Know the purpose of your call and plan what you have to say.

Note: This Question is unanswered, help us to find answer for this one

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

Ask if whoever you called can help you.

Ask them to look up the correct number for you.

Apologize and state the number you were calling.

Just hang up.

Answer

Correct Answer: Apologize and state the number you were calling.

Note: This Question is unanswered, help us to find answer for this one

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

False

True

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

125. Proper telephone etiquette:

Is not necessary because business moves too fast and time is money

Is important because it is politically correct

Is important for promoting a proper professional image of your organization

Is important because your boss expects it

Answer

Correct Answer: Is important for promoting a proper professional image of your organization

Note: This Question is unanswered, help us to find answer for this one

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

Take a break, let it go back to queue

Let your Manager know you can't answer the call

Make an effort to answer as if it were your first call

Recognize you are burnt out

Answer

Correct Answer: Make an effort to answer as if it were your first call

Note: This Question is unanswered, help us to find answer for this one

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

When you don't have a script.

When you are the manager.

When you take more than 50 calls a day.

It is important all the time.

Answer

Correct Answer: It is important all the time.

Note: This Question is unanswered, help us to find answer for this one

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

True

False

Answer

Correct Answer: True

Note: This Question is unanswered, help us to find answer for this one

129. When transferring a phone call you should:

Send the caller to voicemail.

Transfer the call without any delay.

Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.

Place the caller on hold and transfer the call before telling them.

Answer

Correct Answer: Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.

Note: This Question is unanswered, help us to find answer for this one

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

What is your name?

I will put you through

Who is this?

May I ask who is calling?

Answer

Correct Answer: May I ask who is calling?

Note: This Question is unanswered, help us to find answer for this one

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

All of the above

Name and time of call

Best call back number

What the call is regarding

Answer

Correct Answer: All of the above

Note: This Question is unanswered, help us to find answer for this one

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

Tell them to help you immediately

Ask to speak with a manager

Raise your voice to the first person who answers

Introduce yourself and your company and state why you are calling

Answer

Correct Answer: Introduce yourself and your company and state why you are calling

Note: This Question is unanswered, help us to find answer for this one

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

Product knowledge.

Empathy.

All of the above.

Computer knowledge.

Answer

Correct Answer: All of the above.

Note: This Question is unanswered, help us to find answer for this one

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

Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose

Answer and ask who is calling

Answer call on 5th or 6th ring and say "please hold"

Don't answer the call. Let it go directly to voicemail

Answer

Correct Answer: Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose

Note: This Question is unanswered, help us to find answer for this one

135. A call center is:

A centralized customer service center in an office setting where the employees are trained to handle customer service problems and inquiries.

A location where you can pick up any model phone you like.

A contracted business in India that handles customer problems.

A place for people who want to work but have a low level of skill.

Answer

Correct Answer: A centralized customer service center in an office setting where the employees are trained to handle customer service problems and inquiries.

Note: This Question is unanswered, help us to find answer for this one

136. 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?

Tell the customer that they need to calm down before you get them a supervisor.

Place them on hold and get a supervisor.

Apologize for not having their issue resolved previously, ask them what their issue is and try to resolve before escalating to a supervisor.

Hang up on them.

Answer

Correct Answer: Apologize for not having their issue resolved previously, ask them what their issue is and try to resolve before escalating to a supervisor.

Note: This Question is unanswered, help us to find answer for this one

137. When the telephone rings you should:

Let it go to voicemail

Answer by the 5th ring

Answer by the 3rd ring

Place call on hold without answering

Answer

Correct Answer: Answer by the 3rd ring

Note: This Question is unanswered, help us to find answer for this one

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

Ask some personal questions.

Be familiar and friendly.

Talk about sports as an ice breaker.

Be courteous and professional and let the person know why you are calling.

Answer

Correct Answer: Be courteous and professional and let the person know why you are calling.

Note: This Question is unanswered, help us to find answer for this one

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

Quick and simple suggestions for solving the problem.

Offer to transfer them to the manager immediately.

Patience, calm and understanding.

A firm and assertive tone.

Answer

Correct Answer: Patience, calm and understanding.

Note: This Question is unanswered, help us to find answer for this one

140. A queue is ...

a type of ordering system that all call centers utilize

A customer experience data base

The line of calls waiting to be handled.

a French word for "customer"

Answer

Correct Answer: The line of calls waiting to be handled.

Note: This Question is unanswered, help us to find answer for this one

141. When closing a call you should always:

Assume that everything is taken care of but verify customer contact information.

End the conversation confirming that the customer feels that everything is taken care of and that they are satisfied with the results.

End the conversation quickly and move on to the next call.

Make sure the customer knows that they can call during business hours if the problem is not solved.

Answer

Correct Answer: End the conversation confirming that the customer feels that everything is taken care of and that they are satisfied with the results.

Note: This Question is unanswered, help us to find answer for this one

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

Use your mp3 player for hold music

Do not place them on hold

Notify them that it will be a silent hold

Just place them on hold

Answer

Correct Answer: Notify them that it will be a silent hold

Note: This Question is unanswered, help us to find answer for this one

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

Encourage competition by pointing out your worst employee.

Make sure everyone is constantly meeting their quota's no matter what.

You should host regular staff meetings where everyone can learn from each other's experiences.

Keep everyone motivated by competing for prizes and rewards.

Answer

Correct Answer: You should host regular staff meetings where everyone can learn from each other's experiences.

Note: This Question is unanswered, help us to find answer for this one

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

Place the caller on hold and check back with them periodically.

Ask the caller if they would like to call back at a less busy time.

Ask permission to place the caller on hold and let them know how long you think the wait will be.

Place the caller on hold and hope the call gets picked up quickly.

Answer

Correct Answer: Ask permission to place the caller on hold and let them know how long you think the wait will be.

Note: This Question is unanswered, help us to find answer for this one

Customer Service - Call Center Environment MCQs | Topic-wise

MCQ on Basic Customer Service - Call Center environment

General Customer Service - Call Center Environment MCQs

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Customer Service - Call Center Environment Subjects

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Customer Service - Call Center Environment MCQ

Customer Service - Call Center Environment Skill Assessment

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Basic Customer Service - Call Center environment MCQ

1. Which of the following are service performance metrics of service level agreement?

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

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

4. Consider the following statements:P,Q,R are intelligentP,S,T are hardworkingS,R,T are honestP,Q,T are ambitiousWho among them is neither hardworking nor ambitious?

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

6. Which of the following does the call cycle time include?

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

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

9. Which of the following 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?

10. Which of the following is the best explanation of 'netiquette'?

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

12. Which of the following are good initial responses to the customer who is calling because they

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

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

15. What is an IVR?

16. Which of the following is considered polite if you have an interruption while speaking to a caller?

17. 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?

18. Which of the following are considered skillful techniques for someone learning how to use a complicated telephone system?

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

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

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

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

23. Which of the following is important when handling a business client with whom you might have a long-term relationship?

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

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

26. Which of the following is the best advice when writing a business e-mail?

27. Which of the following skill sets are essential in telesales to improve conversation rates?

28. Complete the following sentence by choosing the correct spelling of the missing word.The church members accused the cult of _______________ practices.

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

30. Which of the following are significant skills to look for when hiring helpdesk staff?

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

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

33. 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?

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

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

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

37. What is the correct way to address someone online, if you are unsure of how he or she would like to be addressed?

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

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

40. Choose the correct option from the following:

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

42. 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?

43. Which of the following words cannot be formed by using the letters used in "POSTENTATION" ?

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

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

46. Choose the correct spelling of the word from the options below.

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

49. 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?

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

51. When receiving calls it is important to:

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

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

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

56. If you receive permission to transfer a call:

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

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

59. Which is not part of active listening?

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

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

62. When using a headset you should:

63. Cross selling refers to

64. When busy and answering the phone you should:

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

66. Relationship Marketing refers to ...

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

68. What does providing outstanding customer service mean?

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

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

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

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

73. The goodbye greeting is important because it

74. A script is important because:

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

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

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

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

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

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

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

4.
Consider the following statements:

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?

28.
Complete the following sentence by choosing the correct spelling of the missing word.

The church members accused the cult of _______________ practices.

29.
What is the missing number in the following series?

12, 144, 16, ?, 18, 324