Customer Service And Procedures

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Beba7mm

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Quizzes Created: 1 | Total Attempts: 54

Questions: 5 | Attempts: 54 | Updated: Mar 22, 2022

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Fun Multiple Choice Quiz on our current QA process and standard operating procedures. This is not a test. You will not be graded on this test or will your employment depend on this quiz. This test was created to make you think and remember the points that are brought up during monitoring. Its puporse is to help you remember what we as a department have been stressing during all side by sides.

Questions and Answers

1.

How many time are you to state a customers name during a call?
- A.
  
  1
- B.
  
  0
- C.
  
  3
- D.
  
  2
Correct Answer
D. 2

Explanation
During a call, you are typically required to state a customer's name twice. This is important for establishing a personal connection and ensuring that you are addressing the correct individual. By using their name at the beginning and end of the call, you can create a more personalized and professional experience for the customer.

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2.

When do you warm transfer a call?
- A.
  
  At all times.
- B.
  
  At all times except when transfering to a store.
- C.
  
  Only when transfering to retail dispatch.
- D.
  
  Only when transferring internally.
Correct Answer
B. At all times except when transfering to a store.

Explanation
A warm transfer is when you connect a caller to another person while remaining on the line to introduce them and provide any necessary context. This is typically done to ensure a smooth transition and to provide the recipient with relevant information about the caller. However, when transferring a call to a store, it is usually unnecessary to do a warm transfer as the caller can directly speak to someone at the store. Therefore, warm transfers are done at all times except when transferring to a store.

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3.

What is our greeting?
- A.
  
  Thank you for connecting to Central dispatch. How may I help you?
- B.
  
  Thank you for calling Geek Squad, Agent X speaking, How can I help you?
- C.
  
  Thank you for calling Geek Squad How may I help you?
- D.
  
  Thanks for calling. How can I help you?
Correct Answer
B. Thank you for calling Geek Squad, Agent X speaking, How can I help you?

Explanation
The correct answer is "Thank you for calling Geek Squad, Agent X speaking, How can I help you?" because it includes the specific greeting used by the company and the name of the agent. This adds a personal touch and makes the caller feel acknowledged and valued. Additionally, the question asks for the greeting, and this is the only option that provides a complete and appropriate greeting.

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4.

What information must you verify with the customer?
- A.
  
  Name and Address
- B.
  
  Only verify with other department
- C.
  
  Address and Phone Number
- D.
  
  None of the above
Correct Answer
C. Address and pHone Number

Explanation
In order to verify the customer's identity and contact information, it is necessary to confirm their address and phone number. This ensures that the correct person is being contacted and that any correspondence or deliveries are sent to the right location. Verifying the name alone may not be sufficient as there could be multiple individuals with the same name. Additionally, only verifying with other departments may not provide accurate or up-to-date information about the customer.

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5.

Is this the proper hold procedure - " Ask customer for permission, return to customer every 2 minutes to refresh the caller and Thank the customer once you return to the line.
- A.
  
  Yes
- B.
  
  No
Correct Answer
A. Yes

Explanation
The given hold procedure is considered proper because it includes important steps for maintaining customer satisfaction. Asking for permission shows respect for the customer's time and willingness to wait. Returning every 2 minutes helps to keep the customer updated and reassured that they have not been forgotten. Finally, thanking the customer once back on the line shows appreciation for their patience. Overall, this hold procedure demonstrates good customer service practices.

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Current Version
Mar 22, 2022

Quiz Edited by
ProProfs Editorial Team
Mar 08, 2009

Quiz Created by
Beba7mm

Customer Service And Procedures

How many time are you to state a customers name during a call?

When do you warm transfer a call?

What is our greeting?

What information must you verify with the customer?

Is this the proper hold procedure - " Ask customer for permission, return to customer every 2 minutes to refresh the caller and Thank the customer once you return to the line.