Test - Understanding Implied Vulnerability And Active Listening

20 Questions | Total Attempts: 32

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Test - Understanding Implied Vulnerability And Active Listening

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.


Questions and Answers
  • 1. 
    Caller 1: What was the first caller's name?
    • A. 

      Scott Jones

    • B. 

      Mike Harris

    • C. 

      Scott Harris

    • D. 

      Chris Smith

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

      Becky

    • B. 

      Dot

    • C. 

      Betty

    • D. 

      Shirley

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

      Ryan

    • B. 

      Steve

    • C. 

      Patrick

    • D. 

      Peter

  • 4. 
    Caller 1: The first caller used to be in the army?
    • A. 

      True

    • B. 

      False

  • 5. 
    Caller 1: The first caller talked about his condition.. what was it?
    • A. 

      Anxiety

    • B. 

      Depression

    • C. 

      Post Traumatic Stress Disorder (PTSD)

    • D. 

      Generalised Anxiety Disorder

  • 6. 
    Caller 1: The first caller was frustrated about being transferred to a call centre outside the UK
    • A. 

      True

    • B. 

      False

  • 7. 
    Caller 1: Why might he be frustrated about being transferred to a call centre outside the UK? (Select all that apply)
    • A. 

      He feels that non-native English speakers may not understand his concerns

    • B. 

      He hates speaking to foreign people

    • C. 

      He just wants to sort out his issue, he feels being transferred complicates the issue and wastes time

    • D. 

      Only native English speaking colleagues can help him with his problem

  • 8. 
    Caller 1: How might this caller be feeling? (Select all that apply)
    • A. 

      Frustrated about the amount of time it's taking for his claim to be processed

    • B. 

      Nervous and anxious due to his condition

    • C. 

      Eager for someone to help him and explain what's going on

    • D. 

      Stressed about about the situation and wants a resolution

  • 9. 
    Caller 2: This caller was elderly
    • A. 

      True

    • B. 

      False

  • 10. 
    Caller 2: This caller described herself as being 'hard of hearing' which could mean she is.. (Select all that apply)
    • A. 

      Blind

    • B. 

      Wears glasses

    • C. 

      Totally deaf

    • D. 

      Has poor hearing

  • 11. 
    Caller 2: This customer is having some difficulty with some of the terminology in the communications about her PPI claim
    • A. 

      True

    • B. 

      False

  • 12. 
    Caller 2: This caller said her eyesight "Isn't the best" - what could this mean? Select all that apply
    • A. 

      She can't read

    • B. 

      She is almost blind

    • C. 

      She has some problems with her eyesight 

    • D. 

      She has to wear glasses

  • 13. 
    Caller 2: This caller wanted to receive letters with [Blank][Blank]
  • 14. 
    Caller 3: This caller implied he is in a situation that could be described as being in
    • A. 

      Anxiety

    • B. 

      Terminal Illness

    • C. 

      Financial Difficulty

    • D. 

      Depression

  • 15. 
    Caller 3: This caller said that he has..
    • A. 

      Depression

    • B. 

      Dementia

    • C. 

      Dyspraxia

    • D. 

      Dyslexia

  • 16. 
    Caller 3: Dyslexia is primarily..
    • A. 

      A form of depression

    • B. 

      A learning difficulty which can affect reading and writing

    • C. 

      A learning difficulty which impacts concentration and ability to focus

    • D. 

      A stress related disorder

  • 17. 
    Caller 3: This caller said he was 'struggling to make ends meet' - what might this mean?
    • A. 

      He is feeling very low and sad

    • B. 

      Is going through a divorce

    • C. 

      He doesn't have much money

    • D. 

      He is unemployed

  • 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)
    • A. 

      Financially vulnerable, confused and upset

    • B. 

      Angry with how long the claim is taking

    • C. 

      Desperate for the money.. he is struggling financially and really needs your help

    • D. 

      Confused because his eyesight is poor and he struggles to read communications from the bank

  • 19. 
    What are the most important things to remember when dealing with customers who could be vulnerable? (Select all that apply)
    • A. 

      The notes are the most important thing - make sure you are making your notes as detailed as possible

    • B. 

      Remain calm, listen as closely as you can, try and react like a human

    • C. 

      Remain patient - let the customer vent if they need to. Letting the customer speak may help you give them the best solution possible.

    • D. 

      Put yourself in the customer's shoes - that might explain why they may sound frustrated or sad

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