# Internal PKT June 2019

By Henry Cole
Henry Cole, Customer service training
Henry, a seasoned customer service trainer, is dedicated to cultivating exceptional service skills through training and empowerment. His commitment to continuous learning enhances professionals' performance, ensuring top-tier customer satisfaction.
Quizzes Created: 2 | Total Attempts: 927
, Customer service training
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Questions: 20 | Attempts: 713

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Developed By: Henry A. Cole

• 1.

### The subscription cost for JobAlert SL is Le.250 per delivery

• A.

True

• B.

False

B. False
Explanation
The given statement is false because it states that the subscription cost for JobAlert SL is Le.250 per delivery. However, the correct answer is false because the statement is incomplete and does not provide enough information to determine the subscription cost accurately.

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• 2.

### Each 380 Salone Service category comes at mere charge of Le 1500/week with 1 daily free content.

• A.

True

• B.

False

A. True
Explanation
The given statement states that each 380 Salone Service category comes at a charge of Le 1500/week with 1 daily free content. This means that for each category, customers will be charged Le 1500 per week and will receive 1 free content every day. Since the statement is stating a fact, the answer is True.

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• 3.

### To check their registration (KYC) status, customers dial *999#

• A.

True

• B.

False

A. True
Explanation
Customers can check their registration (KYC) status by dialing *999#. This suggests that the statement is true.

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• 4.

### To check their Pro bundle balance, customers dial *137*11#

• A.

True

• B.

False

A. True
Explanation
The given statement is true. Customers can check their Pro bundle balance by dialing *137*11#.

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• 5.

### An important aspect of customer service is dealing with complaints. What steps are required to resolve customer service complaints? Select one of the following:

• A.

All of these answers are correct

• B.

Listen to their problem

• C.

Sympathize with their situation

• D.

Ask how they would like problem to be resolved

A. All of these answers are correct
Explanation
The correct answer is "All of these answers are correct." This means that all of the steps mentioned - listening to the problem, sympathizing with the situation, and asking how the customer would like the problem to be resolved - are required to effectively resolve customer service complaints. By listening to the problem, the customer feels heard and understood. Sympathizing with their situation shows empathy and helps build rapport. Asking how they would like the problem to be resolved allows for a personalized solution that meets their needs and expectations.

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• 6.

### A Call Center is defined as:

• A.

The midpoint in duration of a telephone call

• B.

A revenue sink hole of a company

• C.

A place where middle-of-the-road calls coexist with liberal and arch-conservative calls

• D.

A location where complaints and problems are converted into successful saves for your customers and your company

D. A location where complaints and problems are converted into successful saves for your customers and your company
Explanation
The given answer correctly defines a call center as a location where complaints and problems are converted into successful saves for both customers and the company. This suggests that a call center is a place where customer issues are addressed and resolved effectively, leading to customer satisfaction and retention. The focus is on resolving problems and ensuring a positive outcome for both parties involved.

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• 7.

### Browse at any time of the day. Pay Le.7500 and browse/download for 30minutes. The USSD code for this service is

• A.

*577#

• B.

*807#

• C.

*800#

• D.

*425#

B. *807#
Explanation
The correct answer is *807#. The given information states that by paying Le.7500, users can browse or download for 30 minutes. The USSD code for this service is *807#.

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• 8.

### Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?

• A.

True

• B.

False

A. True
Explanation
Taking pride in your work means that you have a sense of responsibility and ownership in delivering a high-quality service to the customer. Smiling and being friendly creates a positive atmosphere and makes the customer feel valued. Being alert and aware allows you to anticipate and meet the customer's needs effectively. Not being afraid to ask for clarification or assistance ensures that you provide accurate and helpful information. All of these little things contribute to the overall service experience and can greatly influence the level of service you give to the customer.

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• 9.

### CDR allows customer care reps to see real text messges sent by the customer and the receiving party

• A.

True

• B.

False

B. False
Explanation
CDR, or Call Detail Record, is a telecommunications term that refers to the information collected about a telephone call or text message. It includes details such as the time, duration, and parties involved in the communication. However, CDR does not provide the actual content of text messages. It only provides metadata about the messages, such as the sender and recipient's phone numbers, timestamps, and other technical information. Therefore, the statement that CDR allows customer care reps to see real text messages is false.

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• 10.

### YO! 990 SLL  give customers the opportunity to receive 7 Mins Orange to Orange calls + 10 Orange SMS just for you

• A.

True

• B.

False

B. False
Explanation
The statement is false because it claims that YO! 990 SLL gives customers the opportunity to receive 7 Mins Orange to Orange calls + 10 Orange SMS. However, there is no information provided in the statement about YO! 990 SLL or any such offer. Therefore, the statement cannot be considered true.

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• 11.

### It is possible to tag a call on the Avaya Tripple AD

• A.

True

• B.

False

A. True
Explanation
The given answer is true because the Avaya Tripple AD allows users to tag calls. Tagging a call means attaching a specific label or identifier to the call for easier organization, tracking, or routing purposes. This feature can be useful in call centers or businesses where there is a need to categorize calls based on different criteria such as customer type, issue type, or priority level. By tagging calls, users can quickly identify and manage calls based on their specific needs or requirements.

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• 12.

### The way you dress and take care of your general appearance are important factors in personal presentation. Why is it important to present yourself well? Select one of the following:

• A.

To give a good impression of yourself and the organization

• B.

• C.

First impression are important in a service environment

• D.

All of these are correct

D. All of these are correct
Explanation
Presenting yourself well is important for several reasons. Firstly, it helps give a good impression of yourself and the organization you represent. When you dress neatly and take care of your appearance, it shows that you value professionalism and can be trusted. Additionally, presenting yourself well can help you feel more confident and capable. When you look good, you are more likely to feel good about yourself, which can positively impact your performance and interactions with others. Finally, first impressions are crucial in a service environment. How you present yourself initially can determine how others perceive you and the level of service they expect from you. Therefore, all of these reasons make it important to present yourself well.

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• 13.

### The short  code for Salone Packs is 252

• A.

True

• B.

False

B. False
Explanation
The given statement is false because the short code for Salone Packs is not 252.

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• 14.

### Customers who buy a new sim card can benefit Le500 credit for onnet calls plus 5mb after KYC for the first recharge via scratch card, E-voucher and Orange money.

• A.

True

• B.

False

B. False
Explanation
Customers who buy a new SIM card can benefit Le500 credit for on-net calls plus 5MB after KYC for the first recharge via scratch card, E-voucher, and Orange money. The given answer is false, which means that this statement is not true.

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• 15.

### Bomba night extra gives customers the opportunity to make unlimited on-net calls from 11pm to 1am everyday upon successful subscription.

• A.

True

• B.

False

A. True
Explanation
The statement confirms that Bomba night extra allows customers to make unlimited on-net calls from 11pm to 1am every day after subscribing successfully. This means that customers can make as many calls as they want to other users within the same network during this specified time period. Therefore, the answer "True" is correct as it accurately reflects the information provided.

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• 16.

### Night Kola give customers the opportunity to make unlimited on-net calls from 12am to 5am and also unlimited on-net SMS plus 10mb for browsing.

• A.

True

• B.

False

A. True
Explanation
The statement is true because Night Kola offers customers the chance to make unlimited on-net calls from 12am to 5am, which means they can make as many calls as they want to other users on the same network during this time period. Additionally, customers also get unlimited on-net SMS, allowing them to send unlimited text messages to other users on the same network. Along with this, they also receive 10mb of data for browsing. Therefore, the statement is true as it accurately describes the offerings of Night Kola.

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• 17.

### Handling customer complaints effectively not only resolves immediate problems, but it can help to: Select one of the following:

• A.

Gain customer loyalty

• B.

Build customer satisfaction

• C.

Lead to improvements that are customer focused

• D.

All of these answers are correct

D. All of these answers are correct
Explanation
Handling customer complaints effectively can lead to gaining customer loyalty because when customers feel heard and their issues are resolved satisfactorily, they are more likely to continue doing business with the company. It can also build customer satisfaction as addressing complaints promptly and efficiently shows that the company values its customers and is committed to providing a positive experience. Additionally, effectively handling complaints can lead to improvements that are customer-focused as it provides insights into areas where the company can make changes or enhancements to better meet customer needs and expectations.

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• 18.

### Postpaid customers can also make on-net calls for as low as Le.650 per minute

• A.

True

• B.

False

A. True
Explanation
Postpaid customers have the option to make on-net calls for as low as Le.650 per minute. This means that postpaid customers can enjoy discounted rates for calls made within the same network. Therefore, the statement is true.

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• 19.

### The short code for SL Job Alert service is 480

• A.

True

• B.

False

B. False
Explanation
The given statement is false. The short code for SL Job Alert service is not 480.

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• 20.

### Nakk Am now gives customers the opportunity to predict for at least 6 matches

• A.

True

• B.

False

A. True
Explanation
Nakk Am now offers customers the chance to predict the outcomes of a minimum of 6 matches. This means that customers can make predictions for at least 6 different matches, indicating that they have more opportunities to participate and potentially win.

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Henry Cole |Customer service training |
Henry, a seasoned customer service trainer, is dedicated to cultivating exceptional service skills through training and empowerment. His commitment to continuous learning enhances professionals' performance, ensuring top-tier customer satisfaction.

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