Weekly Recap Quiz #53 (March 31st)
Confidence and Enthusiasm!
- 1.Confidence and Enthusiasm in Action!
- 2.The best way to get confidence is to:
- A.
Know what you are doing
- B.
Take time to study our products and services
- C.
Learn as much as you can about our websites
- D.
B and C above
- E.
A, B and C above
- 3.If you have confidence, the customer is more likely to have confidence in you.
- A.
True
- B.
False
- 4.Our product is so awesome, customers should buy it even if you appear nervous or unsure.
- A.
True
- B.
False
- 5.You should avoid asking questions of helpline, as others may consider these questions "dumb".
- A.
True
- B.
False
- 6.How can you show enthusiasm or caring to the customer over the phone? Choose all that applies.
- A.
Smiling when you talk
- B.
Appropriate emotion in your voice
- C.
Positive word choices
- 7.A customer has asked you a question and you cannot readily find the answer. What's the best response?
- A.
Tell the customer, "I am sorry I don't know."
- B.
Tell the customer, "I asked my co-workers and we're not sure. Maybe you can find the answer on the website."
- C.
Tell the customer, "Try calling back next week. We will find out by then."
- D.
Tell the customer, " I apologize. Would you like to hold while I find the answer? Or can I have your number to call you back?"
- 8.A customer is refusing to accept your answers to their issue. What is the best way to look at this interaction?
- A.
I work here and understand the way things work. I will get the customer to understand my point of view.
- B.
I need to find a way to rephrase my answers towards the customer. The customer is always right.
- C.
I need to hand this off to my supervisor. This customer just doesn't get it
- D.
I'll just let the customer believe whatever they want. It doesn't matter.
- E.
The customer doesn't understand our policies and procedures. It's better if I just disconnect the call.
- 9.Why should you smile every time you answer a phone call?
- A.
Because it will make you feel better
- B.
Because the person on the other end of the line can tell that you are smiling
- C.
Because it will relax the muscles in your face
- D.
Because smiling is fun
- E.
Because you are having a bad day
- 10.Your tone of voice is as important as the words you choose.
- A.
True
- B.
False
- 11.QUICK! what is 7 times 12 divided by 6 minus 14?
Questions: 10 | Attempts: 82 | Last updated: May 2, 2014
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Sample QuestionWhich items below can a customer exchange?
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Sample QuestionYou are placing an order for a customer and their subtotal is $67.49. They want to avail the free shipping over $75 offer. What do you do?
Questions: 10 | Attempts: 79 | Last updated: May 2, 2014
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Sample QuestionWhen creating a related work item request, such as a credit request, damaged in transit request, or trace investigation request, it is not necessary to create an additional separate case note, so long as you are detailed enough in the notes section of the request.
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