Quiz 1: Introduction

1. Our business is busiest between

August 15 to October 29

September 1 to October 31

September 15 to November 15

None of the above

2. What is the password to log into your phone?

0207

1111

4321

1234

3. What should you ALWAYS do before ending your shift?

Say "goodbye" to everyone

Check emails

Log out

You don't need to do anything before ending your shift

4. We currently have more than 90 websites that we sell and rent merchandise from.

True

False

5. Our websites include

Rentals

Toys

Drop Ship

All the above

6. How many options does the customer have when they call in?

1

2

3

4

7. The average pick-up time goal for a phone call is

5 seconds

10 seconds

15 seconds

20 seconds

8. What is "Step 1" for any customer service representative?

Be prepared

Be focused

The customer is always right

Never take the customer's word

9. What do you do when you first arrive at your desk at the beginning of the shift?

Log into admin

Log into the phone

Log into Facebook

Both A and B

10. Our company started with 15 employees and has now grown to 500 employees.