Question:* What is the best time to call the customer/ patient’s home?
Answer: • Do not call a patient, customer or client's home before 8:00 AM or after 9:00 PM, unless they've given you permission to do so.
Question:* When a customer explains the reason they're calling, which would be the most confident and reassuring response to acknowledge their statement?
Answer: • "I understand and I can help you with that."
Question:* When answering a cell phone you should:
Answer: • Announce your name when taking the call.
Question:* Before hanging up the phone:
Answer: • (All of these choices)
Question:* While speaking with a customer it is OK to
Answer: • Take notes
Question:* What should you do when you take a person off of hold:
Answer: • Thank them for holding and transfer the call if appropriate.
Question:* When calling someone you do not know you should:
Answer: • Be courteous and professional and let the person know why you are calling.
Question:* When leaving a voicemail you should:
Answer: • Speak clearly and let the person know why you called.
Question:* When transferring a phone call you should:
Answer: • Tell the caller who they are being transferred to and announce the caller to the person you are transferring them to.
Question:* When you call someone with a problem you should:
Answer: • Introduce yourself and your company and state why you are calling
Question:* How long should the phone ring before you answer while you are busy at the office?
Answer: • Answer the phone before the third ring.
Question:* When answering the phone and trying to learn who is calling you should say:
Answer: • May I ask who is calling?
Question:* To place a call on hold you should:
Answer: • Ask if they would be willing to hold
Question:* Proper telephone etiquette:
Answer: • Is important for promoting a proper professional image of your organization
Question:* How important is your voice inflection and tone to a customer when answering their call?
Answer: • Very Important
Question:* When you answer the phone you should NOT:
Answer: • Chew gum or eat food
Question:* When making phone calls you should:
Answer: • All of the above.
Question:* If a customer is very upset, using profanity, and insulting you personally, what is the best approach to handling the call?
Answer: • Wait for the customer to pause, apologize if appropriate, explain you're willing to assist and if they're not satisfied with the result, you will escalate to a supervisor.
Question:* Should you check back with a customer if you are keeping them on mute/hold while researching an issue that is taking longer than expected?
Answer: • Yes, and depending how long it's taking, apologize for the delay.
Question:* What type of speech should you avoid using on the phone?
Answer: • All of these
Question:* True or False: Courtesy is as important in speaking over the phone as in talking to people face to face.
Answer: • True.
Question:* When ending a call you should:
Answer: • Thank the person for calling when appropriate and let the caller know you will give the supervisor the message.
Question:* Why is it important to be at your desk, ready to start taking calls at the scheduled start time of your shift?
Answer: • Shifts are generally scheduled to handle the amount of calls forecasted based on historical data.
Question:* True or False: The sound of our voice and how we use it can say a lot about us. We can show: Professional, Depression, Sleepy, Hatred, Inattentiveness, Busy, Irritation, and Positiveness.
Answer: • True
Question:* What following information should be included when taking a phone message for some one?
Answer: • (all of these)
Question:* True or False: Always make it a habit of receiving personal calls at work.
Answer: • False
Question:* When making phone calls you should:
Answer: • Know the purpose of your call and plan what you have to say.
Question:* On a standard call, what is the most appropriate way to close before hanging up?
Answer: • Ask if there is anything else you can do to assist, thank them, and "brand" the call appropriately.
Question:* What is important about your voice?
Answer: • all of the above
Question:* Should you tell the customer your name when first answering the call?
Answer: • Yes.
Question:* When you recieve a call that is a wrong number you should:
Answer: • Say: "I'm sorry, you must have the wrong number. What number were you calling?"
Question:* It is acceptable to interrupt a customer when you have something to say.
Answer: • False
Question:* If a customer is placing an order, despite it taking more time, why is it important to verify the item description before placing the order?
Answer: • Verifying the description of the item may make the customer realize they gave the wrong item number to fix on the spot rather than them receiving the wrong item and having to return it.
Question:* What are the essential professional components of any telephone call?
Answer: • Please and thank you
Question:* When you are angry with someone on the phone you should:
Answer: • Take a breath and clearly and calmly tell them what you are upset about.
Question:* A phrase often used in a contact center environment in reference to call efficiency, is "leading a customer". Which of the following do you feel best describes this term?
Answer: • Prompting a customer politely for the information you're required to obtain by asking questions and leading them through the order process, vs. waiting for them to provide it on their own.
Question:* A customer on the phone can hear you smile.
Answer: • True
Question:* If finding a solution to a problem is taking longer than expected, what should you do?
Answer: • Check in to notify you are still working on their issue
Question:* When writing down phone messages you should:
Answer: • Accurately record all the callers information and the best time to call back.
Question:* A proper way to answer the phone is to:
Answer: • Greet caller, identify the organization, then yourself
Question:* If your voice is positive and full of energy it tells the customer:
Answer: • You want to help with any needs they have
Question:* Besides having a paper and pencil ready, why would you ask the caller for their phone number?
Answer: • In case the call gets disconnected
Question:* After being asked the same question by the 5th customer, what do you do?
Answer: • Act as if it were asked to you the 1st time
Question:* Does your physical body language affect how you sound on the phone?
Answer: • Absolutely
Question:* What should you do before you clear a transferred call!
Answer: • Stay on the line to make sure transfer was complete.
Question:* True of false? It is okay to blind transfer a call when there are many calls in queue.
Answer: • False
Question:* If at the end of a call, there is a way to classify, or disposition, the type of call you received, why is it important to accurately do so?
Answer: • (All of these choices)
Question:* When in a meeting one should NOT:
Answer: • Place your cell phone on the table so everyone can see it.
Question:* When you receive a cold call for your boss you should:
Answer: • Ask who is calling and for what purpose
Question:* When a person calls while your supervisor is away on vacation and says they must speak to your supervisor right away, you should respond with . . .
Answer: • I am sorry; He/ She is not available right now. May I take a message and have him/her get back to you as soon as possible?
Question:* How long should someone be kept on hold?
Answer: • 1 minute or less
Question:* How do you place a caller on hold?
Answer: • “Can you please hold briefly while I get your file?”
Question:* What item(s) listed below are considered OK while answering the phone?
Answer: • You shouldn't have any distractions of any kind
Question:* When answering the phone you should:
Answer: • Speak in a normal tone of voice
Question:* Why is it important to dial the correct number?
Answer: • Both are correct.
Question:* How closely should you hold the phone to your mouth?
Answer: • Two finger widths away.
Question:* If company policy dictates that only a certain group of people are able to complete certain actions, but you know how to do it and the customer is growing impatient, should you help them anyway?
Answer: • Adhering to company policy is important, but I might ask my supervisor's approval because I know the other group is busy.
Question:* When someone calls you with a problem and you don't know what to do you should:
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.
Question:* When screening calls, the proper response to a request to talk to your boss is:
Answer: • May I ask what this is regarding?
Question:* What is the most important measure of how successful the call was?
Answer: • Professionally resolving the customer's reason for calling within a reasonable amount of time.
Question:* All of the following are ways a salesperson can make a good impression on the phone, EXCEPT:
Answer: • placing the caller on hold
Question:* When answering a cell phone you should:
Answer: • Be aware of your speaking volume.
Question:* When you answer the phone your voice should be:
Answer: • Pleasant and Happy
Question:* If you have to spend a large amount of time trying to help a customer only to find it has to go to another department, should you cold transfer the call and let them re-explain the situation or warm transfer and tell the other department what you've found thus far before connecting the customer?
Answer: • It is best for the customer and the co-worker receiving the call to supply as much information as possible to avoid rework.
Question:* When you make a call that is a wrong number you should:
Answer: • Apologize and state the number you were calling.
Question:* How do you answer the phone at the office?
Answer: • “Thank you for calling ABC company. This is Jane. How may I assist you?”
Question:* When calling a company you should:
Answer: • Make your conversations brief and to the point.
Question:* How do you hang up a call?
Answer: • Let the caller hang up first. This shows the caller that you aren’t in a hurry to get off the phone with them.
Question:* When you successfully transfer a call, you should:
Answer: • Stay on the line and announce your transfer to the caller
Question:* When using a headset you should:
Answer: • Be aware of what the customer can hear in the background
Question:* When receiving calls it is important to:
Answer: • Speak in an inviting voice.
Question:* After a long day on the phones and you see the next call, what do you do?
Answer: • Make an effort to answer as if it were your first call
Question:* If your phone rings in the middle of a meeting you should:
Answer: • Silence your cell phone and listen to voice messages later.
Question:* When taking a customer's credit card information, why is it important to be thorough in verifying it?
Answer: • Because the slightest mis-entry can cause the card to come back as declined.
Question:* When you need to transfer a call to another person, you should:
Answer: • Ask permission from caller to transfer the call
Question:* When you leave a message in someone’s voicemail, what is most important?
Answer: • Say your phone number
Question:* When busy and answering the phone you should:
Answer: • Talk slowly and clearly.
Question:* When you have a person on speaker phone you should:
Answer: • (All of these choices)
Question:* The proper steps to follow during the initial 10-15 seconds of a phone call is to:
Answer: • Greet caller politely, mention name of company and your name, ask if you can help, determine who is calling and for what purpose
Question:* When setting up your cell phone you should:
Answer: • Choose a normal, non-disruptive ring tone.
Question:* What is the correct procedure to follow when placing the customer on hold?
Answer: • Ask permission from the client, provide the reason are you putting him on hold, and provide timeframe
Question:* When the caller is calling for your boss and he or she is not available for personal reasons, you should:
Answer: • Offer to take a message or see if you or anyone else can help them.
Question:* When taking a message you should get what information:
Answer: • All of the above
Question:* When the telephone rings you should:
Answer: • Answer by the 3rd ring
Question:* When receiving feedback on a call by a supervisor or quality assurance representative, what is the most important rule of thumb?
Answer: • Listen actively, be willing to accept both positive and constructive feedback, clarify if there are questions, and apply beginning with your next call.
Question:* Should you ever refer to a customer by their first name?
Answer: • It depends on company policy and if you've asked the customer's permission.
Question:* If you receive permission to transfer a call:
Answer: • Give the caller the complete phone number and extension of where you are transferring them to in case you are disconnected
Question:* When using a headset you should NOT:
Answer: • Talk to others while on the phone with the client
Question:* Why is it important to try to search for a customer's information to verify vs. ask them to provide it?
Answer: • It takes less time to verify customer information rather than asking them for it new everytime.
Question:* If you want a problem solved that day, when you call you should:
Answer: • Call well before the close of business.
Question:* Always keep the phone ____ from your mouth.
Answer: • Two-finger widths
Question:* How to sound professional on the phone?
Answer: • Everything is correct.
Question:* Many executives have two telephone numbers for the following reasons:
Answer: • One number may be private for close family and friends and to make outgoing calls
Question:* If the person who is being asked for does not want to be disturbed, but the call is important, you should:
Answer: • Know the company procedures for this type of call and then use your own judgement
Question:* How should you acknowledge a customer when you're asking them to verify information?
Answer: • "Thank you" each time they do.
Question:* Generating interest by the way you raise or lower your voice describes which of the following communication skills?
Answer: • tone of voice
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