Question 1

One problem with not seeing the person you are talking to is:

Accepted Answer

A)  you don't know whether the person is serious. 
B)  you can't rely on non-verbal communication. 
C)  you can't see the person's eyes. 
D)  none of the above 
A)  you don't know whether the person is serious. 
B)  you can't rely on non-verbal communication. 
C)  you can't see the person's eyes. 
D)  none of the above B

Question 2

Callers should always:

Accepted Answer

A)  be professional. 
B)  try to get past the receptionist. 
C)  identify themselves. 
D)  all of the above 
A)  be professional. 
B)  try to get past the receptionist. 
C)  identify themselves. 
D)  all of the above C

Question 3

Define and describe a call center.

Accepted Answer

A call center is a centralized office or facility used for receiving or transmitting a large volume of inquiries or requests by telephone. It is typically run by a company to administer incoming product or service support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, live chat, and emails at one location is known as a contact center.

A call center has one or more open workstations for call center agents, a voice and data path connecting the center to the customers, and one or more supervisory positions. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers, and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).

Call centers are used by online merchants, telemarketing companies, computer product help desks, mail-order organizations, polling services, charities, and any large organization that uses the telephone to sell or service products and services. They play a crucial role in maintaining customer relations and enhancing product/service value.

Question 4

How can you keep a caller on track?

Accepted Answer

You can keep a caller on track by using

Question 5

Many customers get their first impression of your company via:

Accepted Answer

A)  electronic visits. 
B)  ads. 
C)  telephone. 
D)  word-of-mouth. 
A)  electronic visits. 
B)  ads. 
C)  telephone. 
D)  word-of-mouth.

Question 6

Titles convey:

Accepted Answer

A)  uniqueness. 
B)  credibility. 
C)  pompousness. 
D)  stuffiness. 
A)  uniqueness. 
B)  credibility. 
C)  pompousness. 
D)  stuffiness.

Question 7

When placing a business call, plan what you will say and jot down some notes that include your:

Accepted Answer

A)  company's name. 
B)  name. 
C)  both A and B 
D)  neither A nor B 
A)  company's name. 
B)  name. 
C)  both A and B 
D)  neither A nor B

Question 8

Calling yourself Mr. or Ms. may give the impression that you are:

Accepted Answer

A)  not a low-paid employee. 
B)  head of your department. 
C)  very professional. 
D)  self-important. 
A)  not a low-paid employee. 
B)  head of your department. 
C)  very professional. 
D)  self-important.

Question 9

The key to holding interest in a conversation is:

Accepted Answer

A)  varying your voice. 
B)  using common words. 
C)  using big words. 
D)  sounding attractive. 
A)  varying your voice. 
B)  using common words. 
C)  using big words. 
D)  sounding attractive.

Question 10

Call center employees should compensate for the fact that callers are "flying blind"in that they receive few nonverbal cues.

Accepted Answer

A) True 
 B)False

Question 11

The most frequently used features on even the most basic phone systems are the hold button and call transfer.

Accepted Answer

A) True 
 B)False

Question 12

An answer after two rings or less conveys efficiency and a willingness to serve.

Accepted Answer

A) True 
 B)False

Question 13

To end a call:

Accepted Answer

A)  say "thank you" for calling. 
B)  summarize the call and what has been decided. 
C)  speak in the past tense. 
D)  all of the above 
A)  say "thank you" for calling. 
B)  summarize the call and what has been decided. 
C)  speak in the past tense. 
D)  all of the above

Question 14

Many people have never learned the basics of telephone courtesy and effectiveness necessary to convey a good business image.

Accepted Answer

A) True 
 B)False

Question 15

Customer dissatisfaction with a firm's phone call handling stems from:

Accepted Answer

A)  inability of employees to use the features of telephone and voice mail systems. 
B)  shortcomings in treating customers with the highest degree of courtesy. 
C)  both A and B 
D)  neither A nor B 
A)  inability of employees to use the features of telephone and voice mail systems. 
B)  shortcomings in treating customers with the highest degree of courtesy. 
C)  both A and B 
D)  neither A nor B

Question 16

The first step in handling an upset caller is to:

Accepted Answer

A)  remember that it's not about you. 
B)  understand why they are upset. 
C)  get them to tell you their needs. 
D)  get them to calm down. 
A)  remember that it's not about you. 
B)  understand why they are upset. 
C)  get them to tell you their needs. 
D)  get them to calm down.

Question 17

Explain ways to diffuse the customer's anger or frustration.

Accepted Answer

There are several ways to diffuse a cust

One problem with not seeing the person you are talking to is:

Callers should always:

Define and describe a call center.

How can you keep a caller on track?

Many customers get their first impression of your company via:

Titles convey:

When placing a business call, plan what you will say and jot down some notes that include your:

Calling yourself Mr. or Ms. may give the impression that you are:

The key to holding interest in a conversation is:

Call center employees should compensate for the fact that callers are "flying blind"in that they receive few nonverbal cues.

The most frequently used features on even the most basic phone systems are the hold button and call transfer.

An answer after two rings or less conveys efficiency and a willingness to serve.

To end a call:

Many people have never learned the basics of telephone courtesy and effectiveness necessary to convey a good business image.

Customer dissatisfaction with a firm's phone call handling stems from:

The first step in handling an upset caller is to:

Explain ways to diffuse the customer's anger or frustration.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 4: Use the Telephone Well for Good Service

One problem with not seeing the person you are talking to is:

Callers should always:

Define and describe a call center.

How can you keep a caller on track?

Many customers get their first impression of your company via:

Titles convey:

When placing a business call, plan what you will say and jot down some notes that include your:

Calling yourself Mr. or Ms. may give the impression that you are:

The key to holding interest in a conversation is:

Call center employees should compensate for the fact that callers are "flying blind"in that they receive few nonverbal cues.

The most frequently used features on even the most basic phone systems are the hold button and call transfer.

An answer after two rings or less conveys efficiency and a willingness to serve.

To end a call:

Many people have never learned the basics of telephone courtesy and effectiveness necessary to convey a good business image.

Customer dissatisfaction with a firm's phone call handling stems from:

The first step in handling an upset caller is to:

Explain ways to diffuse the customer's anger or frustration.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters