Weekly Recap Quiz #53 (March 31st)

10 Questions | By Anina | Updated: Mar 21, 2022 | Attempts: 156

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Weekly Recap Quiz #53 (March 31st) - Quiz

Confidence and Enthusiasm!

Questions and Answers

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?