Test - Understanding Implied Vulnerability And Active Listening
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Caller 1: What was the first caller's name?
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Scott Jones
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Mike Harris
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Scott Harris
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Chris Smith
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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.
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- 2.
Caller 2: What was the second caller's name?
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Becky
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Dot
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Betty
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Shirley
Correct Answer
A. BeckyExplanation
The second caller's name was Becky.Rate this question:
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- 3.
Caller 3: What was the third caller's name?
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Ryan
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Steve
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Patrick
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Peter
Correct Answer
A. PatrickExplanation
The third caller's name was Patrick.Rate this question:
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- 4.
Caller 1: The first caller used to be in the army?
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 5.
Caller 1: The first caller talked about his condition.. what was it?
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Anxiety
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Depression
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Post Traumatic Stress Disorder (PTSD)
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Generalised Anxiety Disorder
Correct Answer
A. Post Traumatic Stress Disorder (PTSD)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.Rate this question:
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- 6.
Caller 1: The first caller was frustrated about being transferred to a call centre outside the UK
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 7.
Caller 1: Why might he be frustrated about being transferred to a call centre outside the UK? (Select all that apply)
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He feels that non-native English speakers may not understand his concerns
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He hates speaking to foreign people
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He just wants to sort out his issue, he feels being transferred complicates the issue and wastes time
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Only native English speaking colleagues can help him with his problem
Correct Answer(s)
A. He feels that non-native English speakers may not understand his concerns
A. He just wants to sort out his issue, he feels being transferred complicates the issue and wastes timeExplanation
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.Rate this question:
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- 8.
Caller 1: How might this caller be feeling? (Select all that apply)
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Frustrated about the amount of time it's taking for his claim to be processed
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Nervous and anxious due to his condition
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Eager for someone to help him and explain what's going on
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Stressed about about the situation and wants a resolution
Correct Answer(s)
A. Frustrated about the amount of time it's taking for his claim to be processed
A. Nervous and anxious due to his condition
A. Eager for someone to help him and explain what's going on
A. Stressed about about the situation and wants a resolutionExplanation
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.Rate this question:
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- 9.
Caller 2: This caller was elderly
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 10.
Caller 2: This caller described herself as being 'hard of hearing' which could mean she is.. (Select all that apply)
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Blind
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Wears glasses
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Totally deaf
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Has poor hearing
Correct Answer(s)
A. Totally deaf
A. Has poor hearingExplanation
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.Rate this question:
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- 11.
Caller 2: This customer is having some difficulty with some of the terminology in the communications about her PPI claim
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True
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False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 12.
Caller 2: This caller said her eyesight "Isn't the best" - what could this mean? Select all that apply
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She can't read
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She is almost blind
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She has some problems with her eyesight
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She has to wear glasses
Correct Answer(s)
A. She is almost blind
A. She has some problems with her eyesight
A. She has to wear glassesExplanation
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.Rate this question:
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- 13.
Caller 2: This caller wanted to receive letters with ________________
Correct Answer(s)
larger
fontExplanation
This caller requested to receive letters with a larger font size.Rate this question:
- 14.
Caller 3: This caller implied he is in a situation that could be described as being in
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Anxiety
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Terminal Illness
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Financial Difficulty
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Depression
Correct Answer
A. Financial DifficultyExplanation
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.Rate this question:
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- 15.
Caller 3: This caller said that he has..
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Depression
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Dementia
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Dyspraxia
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Dyslexia
Correct Answer
A. DyslexiaExplanation
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.Rate this question:
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- 16.
Caller 3: Dyslexia is primarily..
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A form of depression
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A learning difficulty which can affect reading and writing
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A learning difficulty which impacts concentration and ability to focus
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A stress related disorder
Correct Answer
A. A learning difficulty which can affect reading and writingExplanation
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.Rate this question:
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- 17.
Caller 3: This caller said he was 'struggling to make ends meet' - what might this mean?
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He is feeling very low and sad
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Is going through a divorce
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He doesn't have much money
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He is unemployed
Correct Answer
A. He doesn't have much moneyExplanation
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.Rate this question:
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- 18.
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)
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Financially vulnerable, confused and upset
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Angry with how long the claim is taking
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Desperate for the money.. he is struggling financially and really needs your help
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Confused because his eyesight is poor and he struggles to read communications from the bank
Correct Answer(s)
A. Financially vulnerable, confused and upset
A. Desperate for the money.. he is struggling financially and really needs your helpExplanation
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.Rate this question:
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- 19.
What are the most important things to remember when dealing with customers who could be vulnerable? (Select all that apply)
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The notes are the most important thing - make sure you are making your notes as detailed as possible
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Remain calm, listen as closely as you can, try and react like a human
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Remain patient - let the customer vent if they need to. Letting the customer speak may help you give them the best solution possible.
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Put yourself in the customer's shoes - that might explain why they may sound frustrated or sad
Correct Answer(s)
A. Remain calm, listen as closely as you can, try and react like a human
A. Remain patient - let the customer vent if they need to. Letting the customer speak may help you give them the best solution possible.
A. Put yourself in the customer's shoes - that might explain why they may sound frustrated or sadExplanation
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.Rate this question:
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Quiz Review Timeline (Updated): Mar 20, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Feb 11, 2019Quiz Created by
Ben
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