Instructions: You are required to check the most appropriate response to each of the following statements/questions:
A. The time an agent spends with the client, including holding time.
B. The total time an agent spends only on talking with a client
C. The total time it takes to talk with a client and do the “wrapping” activities
D. The time spent on the total activities for a client, including talking, holding, wrapping up, paper
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A. Storming, forming, norming, performing, adjourning
B. Norming, forming, storming, performing , adjourning
C. Forming, storming, performing, norming, adjourning
D. Forming, storming, norming, performing, adjourning
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A. Occupational housing safety
B. Organizational Health and security
C. Occupational health and safety
D. Organizational health and security
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A. Self awareness
B. Self management
C. Relationship management
D. Intelligence quotient
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A. Something or someone or a situation who harms you the moment you come in contact with it
B. Something , or a situation, or someone who has the potential to cause harm
C. Only poisonous substances
D. Only flammable and poisonous substances
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A. Excessive hostility among group members
B. Clear vision and purpose
C. Focus on goal achievements
D. Delegation
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A. Hostility
B. Collaboration
C. Cautious interactions
D. End of interaction
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A. Self awareness
B. Self actualization
C. Self regard
D. Social responsibility
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A. Independence
B. Open communication
C. Conflicts are normal
D. Interdependence
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A. Internal Voice Receiver
B. International Violence Reduction
C. Interactive Voice Response
D. Intended Voice Response
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A. Personal Property Equipment
B. Prescriptive Personal Equipment
C. Personal Property Enterprise
D. Personal Protective Equipment
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A. Employer
B. Family members
C. Employees
D. Government
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A. Physical
B. Electrical
C. Psychosocial
D. Mechanical
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A. Message
B. Internal
C. Encoding
D. Feedback
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A. Employee interviews
B. Outbound calls
C. Inbound calls
D. Applications
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A. Client Response Measurement
B. Customer Relationship Management
C. Company Response Measurement
D. Customer Remodeling machine
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A. The use of gesticulations
B. Facial expressions
C. The rise and fall of a person’s voice when speaking
D. The unspoken message
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A. Allow the customer to hang up before you do
B. Always win the argument with the customer
C. Respond to insults
D. Don’t stop until the customer gets your point
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A. Is the same as IQ
B. Is restricted to observing other’s emotions
C. Is a critical skill for call center professionals
D. Is not important if you are a brilliant person
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