Weekly Recap Quiz #53 (March 31st)

10 Questions | Total Attempts: 75

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Weekly Recap Quiz #53 (March 31st)

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?
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