Test - Understanding Implied Vulnerability And Active Listening

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| Attempts: 103 | Questions: 20
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1. Caller 1: The first caller used to be in the army?

Explanation

The given answer is true because Caller 1 states that the first caller used to be in the army. This implies that the first caller has a past experience or affiliation with the army. Since there is no contradictory information provided, we can assume that Caller 1's statement is accurate and the first caller indeed used to be in the army.

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Test - Understanding Implied Vulnerability And Active Listening - Quiz

Please listen to the call audio. Try and remember as much as you can. Then using what you listened to, try and answer the questions in this quiz.
This is designed to be difficult but will test your active listening.

Personalize your quiz and earn a certificate with your name on it!
2. Caller 2: This customer is having some difficulty with some of the terminology in the communications about her PPI claim

Explanation

The given answer is true because Caller 2 states that the customer is having difficulty with the terminology in the communications about her PPI claim. This implies that the customer is struggling to understand the language or jargon used in the communications related to her PPI claim. Therefore, it can be concluded that the customer is indeed facing difficulty with the terminology.

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3. Caller 1: The first caller talked about his condition.. what was it?

Explanation

The correct answer is Post Traumatic Stress Disorder (PTSD). This is inferred from the statement that the first caller talked about his condition, indicating that he experienced a traumatic event that resulted in PTSD. Anxiety and depression are common symptoms of PTSD, but the specific mention of PTSD suggests that it is the correct answer. Generalised Anxiety Disorder is a possibility, but it is less likely since the caller specifically mentioned a traumatic event.

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4. Caller 1: The first caller was frustrated about being transferred to a call centre outside the UK

Explanation

The given answer is true because Caller 1 expressed frustration about being transferred to a call centre outside the UK. This implies that the caller expected to speak to someone in the UK and was disappointed or annoyed when they were connected to a call centre located elsewhere. Therefore, the statement accurately reflects the frustration expressed by Caller 1.

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5. Caller 3: This caller said that he has..

Explanation

The correct answer is Dyslexia. Dyslexia is a learning disorder that affects a person's ability to read, write, and spell. It is characterized by difficulties with word recognition, decoding, and reading comprehension. Individuals with dyslexia may have trouble with letter and word reversals, as well as difficulty remembering and organizing information. Unlike depression, dementia, and dyspraxia, dyslexia specifically pertains to difficulties in reading and language processing.

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6. Caller 2: What was the second caller's name?

Explanation

The second caller's name was Becky.

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7. Caller 3: Dyslexia is primarily..

Explanation

The correct answer is "A learning difficulty which can affect reading and writing." Dyslexia is a specific learning difficulty that affects a person's ability to read and write. It is characterized by difficulties with phonological awareness, verbal memory, and processing speed, which can impact reading fluency and comprehension. Dyslexia is not primarily a form of depression or a stress-related disorder, although individuals with dyslexia may experience secondary emotional difficulties due to the challenges they face in academic settings.

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8. Caller 3: This caller said he was 'struggling to make ends meet' - what might this mean?

Explanation

The phrase "struggling to make ends meet" typically refers to a financial difficulty where a person's income is not sufficient to cover their expenses. This suggests that the person mentioned in the question does not have much money.

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9. Caller 3: What was the third caller's name?

Explanation

The third caller's name was Patrick.

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10. Caller 1: What was the first caller's name?

Explanation

The correct answer is Scott Harris. This answer is based on the information provided in the question, where Caller 1 is asking for the first caller's name. Among the given options, Scott Harris is the only name that matches the criteria.

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11. Caller 3: This caller said he has lost his job and really needs the money from his PPI claim.. how might he be feeling? (Select all that apply)

Explanation

The caller might be feeling financially vulnerable, as they have lost their job and are in need of money. They could also be feeling confused and upset due to the situation. Additionally, they might be desperate for the money, as they are struggling financially and in need of help.

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12. What are the most important things to remember when dealing with customers who could be vulnerable? (Select all that apply)

Explanation

The correct answer is to remain calm, listen closely, react like a human, remain patient, and put yourself in the customer's shoes. These actions are important when dealing with customers who could be vulnerable because it shows empathy and understanding towards their situation. Remaining calm and listening closely allows the customer to feel heard and valued. Reacting like a human means treating the customer with respect and kindness. Remaining patient and allowing the customer to vent helps them release their frustrations and allows for a better solution to be provided. Putting yourself in the customer's shoes helps to understand their emotions and provide appropriate support.

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13. Caller 2: This caller was elderly

Explanation

The given answer is true because the statement mentions that the caller was elderly. This implies that the caller belonged to an older age group, which is a factual detail. Therefore, the answer "True" accurately reflects the information provided in the statement.

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14. Caller 3: This caller implied he is in a situation that could be described as being in

Explanation

The correct answer is Financial Difficulty because the caller mentioned being in a situation that could be described as such. The other options, Anxiety, Terminal Illness, and Depression, were not mentioned by the caller and therefore cannot be considered as the correct answer.

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15. Caller 2: This caller wanted to receive letters with __________

Explanation

This caller requested to receive letters with a larger font size.

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16. Caller 1: Why might he be frustrated about being transferred to a call centre outside the UK? (Select all that apply)

Explanation

The caller may be frustrated about being transferred to a call centre outside the UK because he feels that non-native English speakers may not understand his concerns. Additionally, he just wants to sort out his issue and feels that being transferred complicates the issue and wastes time.

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17. Caller 1: How might this caller be feeling? (Select all that apply)

Explanation

The caller might be feeling frustrated because his claim is taking a long time to be processed, nervous and anxious due to his condition, eager for someone to help him and explain what's going on, and stressed about the situation and wanting a resolution.

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18. Caller 2: This caller said her eyesight "Isn't the best" - what could this mean? Select all that apply

Explanation

This caller's statement that her eyesight "Isn't the best" suggests that she has some problems with her eyesight. This could mean that she has difficulty seeing clearly or that her vision is not perfect. Additionally, the fact that she has to wear glasses further supports the idea that she has some issues with her eyesight. However, it does not necessarily mean that she is almost blind, as the statement only implies that her eyesight is not optimal.

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19. Caller 2: This caller described herself as being 'hard of hearing' which could mean she is.. (Select all that apply)

Explanation

The caller described herself as being 'hard of hearing', which implies that she has some degree of hearing loss but is not completely deaf. Therefore, the options "Totally deaf" and "Has poor hearing" are both applicable to her situation.

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20. What might be the most appropriate way to handle the call for each customer?
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Caller 1: The first caller used to be in the army?
Caller 2: This customer is having some difficulty with some of the...
Caller 1: The first caller talked about his condition.. what was it?
Caller 1: The first caller was frustrated about being transferred to a...
Caller 3: This caller said that he has..
Caller 2: What was the second caller's name?
Caller 3: Dyslexia is primarily..
Caller 3: This caller said he was 'struggling to make ends...
Caller 3: What was the third caller's name?
Caller 1: What was the first caller's name?
Caller 3: This caller said he has lost his job and really needs the...
What are the most important things to remember when dealing with...
Caller 2: This caller was elderly
Caller 3: This caller implied he is in a situation that could be...
Caller 2: This caller wanted to receive letters with __________
Caller 1: Why might he be frustrated about being transferred to a call...
Caller 1: How might this caller be feeling? (Select all that apply)
Caller 2: This caller said her eyesight "Isn't the best"...
Caller 2: This caller described herself as being 'hard of...
What might be the most appropriate way to handle the call for each...
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