CS Quiz #2

5 Questions | By Holmic | Updated: Feb 19, 2013 | Attempts: 148

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Questions and Answers

1.

According to the course, business friendly is described as:
- A.
  
  Staying somewhat impersonal with your caller.
- B.
  
  Sharing personal information to put the caller at ease.
- C.
  
  The method of staying business like on the phone.
- D.
  
  The middle ground between cold and impersonal and too familiar.
Correct Answer
D. The middle ground between cold and impersonal and too familiar.
2.

According to the course, your telephone tools include:
- A.
  
  The telephone, manners, voice, and your words.
- B.
  
  Your words, voice, tone of voice and listening perception.
- C.
  
  Customer service training, voice, your words and tone of voice.
- D.
  
  Tone of voice, your words, and telelphone manners.
Correct Answer
B. Your words, voice, tone of voice and listening perception.
3.

Since your voice is the all important delivery system, it's crucial to:
- A.
  
  Enunciate clearly and distinctly.
- B.
  
  Vary your inflection.
- C.
  
  Match the speed of the caller.
- D.
  
  All of the above.
Correct Answer
D. All of the above.
4.

A caller perceives you as "curt" or "curteous" by all except:
- A.
  
  Your facial expression.
- B.
  
  Your tone of voice.
- C.
  
  The words you use.
- D.
  
  The "smile" in your voice.
Correct Answer
A. Your facial expression.
5.

According to the course, you can share in a caller's experience by:
- A.
  
  Sharing your own similar experience in great detail.
- B.
  
  Acknowledging sincerely, if the situation is important to them.
- C.
  
  Make disparaging remarks about the company when the caller is dissatisfied.
- D.
  
  Crying with them when they are anxious or upset.
Correct Answer
B. Acknowledging sincerely, if the situation is important to them.

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Current Version
Feb 19, 2013

Quiz Edited by
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Jun 11, 2012

Quiz Created by
Holmic

Cs Quiz #2

According to the course, business friendly is described as:

According to the course, your telephone tools include:

Since your voice is the all important delivery system, it's crucial to:

A caller perceives you as "curt" or "curteous" by all except:

According to the course, you can share in a caller's experience by: