final quiz

Question 1

Which of the following adjectives SHOULD NOT describe an agent during a call with an irate customer

Accepted Answer

b. Robotic

Answer

a. Polite

Answer

c. Confident

Answer

d. Interested

Question 2

What is the right pronunciation for the word 'Dale'

Accepted Answer

c. /deil/

Answer

a. /dill/

Answer

b. /deel/

Answer

d. /dell/

Question 3

Which of the following is closest in meaning to 'narrow down'

Accepted Answer

a. To have less options

Answer

b. To provide a narrow answer

Answer

c. To go down on the search bar

Answer

d. All of the above

Question 4

In the following scenario: A customer is calling to complain about a late fee on his credit card, after checking his information on the system you realize that the customer made a late payment. Which word must be stress to let the customer know that they have made a late payment?

Accepted Answer

b. After checking on my system I'm able to confirm that the payment WAS made late.

Answer

a. After checking on MY system I'm able to confirm that the payment was made late.

Answer

c. AFTER checking on my system I'm able to confirm that the payment was made late.

Answer

d. After checking on my system I'm ABLE to confirm that the payment was made late.

Question 5

Why do we use the first conditional for instructions

Accepted Answer

d. To provide instructions in a polite manner.

Answer

a. To provide the customer an amazing experience over the phone.

Answer

b. To let the customer know that there is a condition

Answer

c. To make the customer feel they are the first

Question 6

Which of the following is closest in meaning to 'go through'

Accepted Answer

a. Review

Answer

b. Pass between people

Answer

c. All of the above

Answer

d. Apply an extra credit

Question 7

What of the following phrasal verbs CANNOT be separated?

Accepted Answer

d. Look after

Answer

a. Look up

Answer

b. Bring up

Answer

c. Drop off

Question 8

Why is it important to refresh the customer constantly when placed on hold?

Accepted Answer

b. To let the cust know about the process of our work

Answer

a. To avoid the cust getting bored

Answer

c. All of the above

Answer

d. To make the cust feel important

Question 9

Which of these sentences is NOT in Present Continuous

Accepted Answer

d. Running is a great exercise.

Answer

a. She is calling to inquire about recent charges on her bill.

Answer

b. Mr. Doe is feeling very irate due to the long hold time.

Answer

c. I don't know where my husband is, I think he's walking the dog.

Question 10

Which of the following are called 'Solidarity Pronouns'

Accepted Answer

b. We and Us

Answer

a. Us and Them

Answer

c. We and They

Answer

d. Me and You

Question 11

Probing will enable you to

Accepted Answer

d. Ensure that you have all the details you need

Answer

a. Empathize with the customer

Answer

b. Build rapport with the customer

Answer

c. Sound professional over the phone

Question 12

Change the following sentence to passive: "They informed me it was late"

Accepted Answer

c. I was informed it was late

Answer

a. The package is going to be late

Answer

b. The company was informed it was late

Answer

d. It was late what they informed me

Question 13

AZ is the abbreviation for:

Accepted Answer

d. Arizona

Answer

a. Alabama

Answer

b. Alaska

Answer

c. Arkansas

Question 14

What is closest in meaning to 'come up'

Accepted Answer

a. Get a result

Answer

b. To pull something from the floor

Answer

c. Go outside

Answer

d. All of the above

Question 15

Which of the following statements is more appropriate

Accepted Answer

c. I was able to remove that late fee Mr. Ramirez

Answer

a. Sorry, but I couldn't do anything sir.

Answer

b. I already fixed everything, again.

Answer

d. Well well, it seems that I fixed your problem.

Question 16

What is considered "dead air"?

Accepted Answer

d. All of the above

Answer

a. Excessive hold time

Answer

b. Excessive silence from customer end

Answer

c. Excessive silence from agent end

Question 17

What of the following is NOT considered public information?

Accepted Answer

d. Salary

Answer

a. Weather

Answer

b. Job

Answer

c. Hobbies

Question 18

Which of the following is closest in meaning to 'Not Punish'

Accepted Answer

d. Let Off

Answer

a. Understand

Answer

b. To be nice

Answer

c. The Punisher

Question 19

What is active listening?

Accepted Answer

a. All of the above

Answer

b. Provide spoken feedback (backchanneling)

Answer

c. Listen for feelings and show empathy

Answer

d. Provide your undivided attention to the customer

Question 20

Heads up means:

Accepted Answer

b. Warning

Answer

a. To explain

Answer

c. To arrive

Answer

d. To look up

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Comentarios · 0

Which of the following adjectives SHOULD NOT describe an agent during a call with an irate customer

What is the right pronunciation for the word 'Dale'

Which of the following is closest in meaning to 'narrow down'

In the following scenario: A customer is calling to complain about a late fee on his credit card, after checking his information on the system you realize that the customer made a late payment. Which word must be stress to let the customer know that they have made a late payment?

Why do we use the first conditional for instructions

Which of the following is closest in meaning to 'go through'

What of the following phrasal verbs CANNOT be separated?

Why is it important to refresh the customer constantly when placed on hold?

Which of these sentences is NOT in Present Continuous

Which of the following are called 'Solidarity Pronouns'

Probing will enable you to

Change the following sentence to passive: "They informed me it was late"

AZ is the abbreviation for:

What is closest in meaning to 'come up'

Which of the following statements is more appropriate

What is considered "dead air"?

What of the following is NOT considered public information?

Which of the following is closest in meaning to 'Not Punish'

What is active listening?

Heads up means: